Knowing your customers mean responding to their questions, concerns and complaints in real time. That’s why for training, there is also online customer service training which means that your associates don’t have to miss work in order to get the latest training and seminars.
Reveal Problems With a Satisfaction Survey
A satisfaction survey is beneficial to any individual or businesstrying to increase their success and create a greater appeal to their customers. It is not always easy to tell what the customer desires. Some things just have to be tested. Businesses often take risks on products and put them on the market to see how they work.
It is often a matter of trial and error. If a product doesn’t work the producers will try to figure out why and fix what they feel is the problem.
They just have to learn from their mistakes and move on. However, if they cannot detect mistakes they cannot fix them. Often patterns will reveal problems and producers can figure out what customers like and what they do not, but other times it is hard to determine what the problem is.
It is especially hard when there is no specific pattern or anything to follow and also when you feel you have a good product. If a business puts something on the market it is usually because they think it will be successful. A lot of times they think it is a really good idea, so if people don’t grasp and accept their product without revealing specific problems it is hard for the producers to figure out what the problem is.
A satisfactory survey is an easy way to discover exactly what the problem is. People can give reviews of products and services and will reveal exactly what they did as well as did not like. When people give a list of dislikes in a survey, the surveys can be searched through and all the relevant information will be used. If there is a similar pattern and a lot of people have the same dislikes it is easy to see a problem to fix.
A satisfaction survey is a very effective way to get feedback that can help improve a business and their products. It is a fast way to gather information and is easy to formulate and discover problems.
Satisfaction Surveys are one of the best ways to find out what your customers want. They will inform a business of their satisfaction with them and can tell them what works and what does not. It can be very beneficial to a business to receive this information. Satisfaction surveys are the next step in providing outstanding service. There is no question companies are going to continue with this effective technique.
Qualtrics has the best Satisfaction Survey product on the market. Please check out their website for more information about Survey Software.
Online customer service training is one of the most cost effective ways for sales associates and employees to get the latest training seminars in order to improve performance and service.
Customer Service Chat Provides Competitive Advantage To Businesses
Businesses maintain a robust online presence nowadays through a business website and offer various products, services, and other type of support through it. Business websites has also made it easy for customers to shop online at their convenience from the comforts of their homes. The customers can get detailed information about the product without having the need to visit the brick and mortar store.
But even though businesses offer detailed information on their websites, customers sometimes do not find the exact information that is required by them. In such case, if the business website provides customer service chat then it is of immense help. If the competitor business website provides customer service chat then customer might jump to that website. This can lead to loss of sale to the business. Thus providing good customer service chat has become absolutely essential for businesses today.
Businesses need to provide efficient customer service in order to remain ahead of the competitors. Time to time, enterprises try to lure customers by providing special offers, discounts, sale etc. Providing such offers and excellent live chat service differentiates businesses from other competitors.
Having a cost-effective online live chat service system in place will offer competitive benefits to business and help in retaining customers, increasing sales, and improve customer satisfaction.
Businesses can gain immensely through the benefits offered by live chat service:
Customer convenience: Customers prefer online shopping for the convenience and ease it offers. Companies should provide live chat service to customers who want this comfort. So whenever the customers shop online then they will expect to have customer support available at any time they want. Each customer will have a different query at each time and it is not necessary that questions in the FAQs will answer all of the queries of the customers.
Hence, if live chat service is available, the customers can quickly receive answers to their queries. Moreover, it is far more convenient for the customers to chat rather than make a phone call or email. As when customers call a helpline number it might be busy due to large volume of calls. Even customer service through email involves some amount of time.
Fast selling: live chat service provides for fast resolution of customer queries. The customers do not have to waste time sending mails then waiting for its reply. The agents can quickly provide answers to customers thereby increases the chances of making quick sale. If all of the queries of the customers are solved, then he will quickly start purchasing. This is difficult to achieve with other forms of modes of communication like voice or email.
Tips on Providing Excellent Customer Service
Customer Service policy and procedures implemented in your company will affect the way your employees service your customers and therefore, affect your bottom line and your future growth and sustainability. Mom was right, good manners count, please, thank you, show that you appreciate the fact that another human is involved and is helping you to achieve or get what you want.
Excellent customer service is and always should be based on the simple fact that we are dealing with people. People who, like us, enjoy being appreciated, treated with respect and acknowledged.
Therefore, your customer service policies should not be based on retention, but should be built around the fact that we want every single one of our customers to have an excellent experience every time they visit, interact, buy or simply speak with every single person in our organization. If the experience is successful, mistakes will be more easily forgiven and retention will be more guaranteed.
Many businesses spend more time and money trying to find new customers than they do keeping the ones they already have because their focus is on the wrong thing.
Every customer interaction / experience begins with the first second of contact between customer and employee. This means that the outcome has already started to be designed and will either be successful or will fail.
Success, a satisfying experience will always be based on the customer’s perspective, not the perspective of the organization. So lets start at the beginning – with the customer and how the customer may perceive the experience. How much do you spend on Customer Service training while ignoring the simplest of all customer requests?
Customer Satisfaction: Customer, “What Do I Think?”
“Just NOTICE ME!”
A study*, conducted by the editors of Communication Briefings, measured the number of seconds people had to wait to be greeted in several businesses.
The researchers then asked the customers how long they had been waiting. In every case, the customer’s estimate of the time they had to wait was higher than the actual waiting time. A customer waiting for 30 to 40 seconds often thought they had waited for at least 3 or 4 minutes.
“Time drags when you’re waiting to be noticed!”
Even if you are busy, on the phone, in a conversation with someone else – talk to me with your eyes.
Bert Decker, CEO of Decker Communications Inc. and Communications expert, says that the three “I’s” of eye communication are intimacy, intimidation and involvement. Intimacy and intimidation require looking at another person for a longer period – from 15 seconds to a minute or longer.
However, most of our business communications call for involvement. This means making clear eye contact for approximately 5 seconds (which is what most people are comfortable with).
“Notice me, be happy to see me, help me get what I want!”, thinks the customer.
Smile with your eyes and mouth. The eyes tell the truth about what you are feeling towards other people. A lips-only smile looks pasted on. This means, very simply, to remember that the customer is our reason for being. Without the customer, my job is not necessary. So, smile and mean it when you say hello, welcome or what can I do for you today to a customer.
How simple, how basic, yet, how profitable.
The questions that now have to be answered by each of our companies are:
1. How fast is fast enough?
2. How much time do we need to spend with each customer?
3. What are the priorities, in the mind of the customer, that will create a feeling of both being important and having their needs satisfied?
4. How relevant are the existing policies and procedures, currently being implemented, in actually achieving a high level of customer satisfaction?
Every single time a customer walks in to or telephones our company, we have a wonderful opportunity. Really, we didn’t have to expend any effort, we didn’t have to chase this customer down, identify him or her or anything at all. This customer came to us which means that this customer is already at least interested, on some level, in something we have to offer.
But the problem is that even if we use the right words, “Welcome to Company X, my name is John, how can I assist you?” if John doesn’t really mean it, if he is more interested in having his coffee break, this will give an inconsistent message and believe me, the customer will pick up on this immediately.
The perception of a good experience begins in the first moment, the first second the customer comes into contact with anyone in our organization.
The CUSTOMER is not an interruption, or a routine task we have to deal with. The CUSTOMER is the OBJECTIVE, the reason we are in business.
*”37 Quick and Easy Tips You Can Use to Keep Your Customers” Communication Briefings
Geraldine (Geri) Khoury
Senior Consultant & Business Development Manager
ICTN (International Consulting & Training Network)
http://www.ictn.com
If you have employees that need training, schedule an online customer service training for them. There are a lot of companies who cater to these virtual training for fraction of the cost of sending employees to another location for training.
