There are many steps you can take to improve your customers’ satisfaction, and therefore, customer loyalty. I wanted to share my top five favorite tips with you today.
Answer every question. Customers may have a seemingly endless amount of questions, but you need to answer every single one with a smile. This will help improve your customer satisfaction and First Call Resolution (FCR).
Stay in Touch. Whenever you get down time, it’s good to touch base with customers you haven’t spoken with in a while. Sometimes my bank will call me when I haven’t stopped in for a month or so and they’ll just ask if there’s anything else they can help me with or any questions I have for them. I never have had anything to ask them thus far, but it’s nice to know I’ll hear from them if I do.
Be Assertive. Anticipate questions or issues they may have. Find a tool that will alert you of issues with the customer before they even know about it. You can’t just do the bare minimum and succeed; you need to go above and beyond.
Reward Your Customers. As a customer, it’s nice to know your business is appreciated no matter what company you’re doing business with. Whether it’s getting a coupon or a thank-you, reward your customers in some way, shape or form. Read this blog for more information on rewarding your customers.
Be Unique. You have to stand out from your competitors. What makes your business unique? It’s okay to â€œtoot your own hornâ€ a little bit. Show off what makes you great!
Do you utilize these steps to improve customer satisfaction? Do they work for your business?