10 Ways to Enhance Customer Satisfaction Communicate. Communication with the customer is the key to enhancing customer satisfaction. Follow Up and Follow Through to assure and confirm expectations have been satisfied. Be Confident. Customers like to deal with people who know what they are doing. We don’t want to hear, “This is my first time doing this so …” Be Professional. The customer is always right – even when they are wrong. Build Customer Confidence. Your performance and ability to meet the customers’ needs will re-assure them that they have made the right decision. Build Value (Reputation). Be effective and perform efficiently: Everyone wants the best lawyer or the best doctor. “We have the best person on it.” Ask the customer. Is there anything else we can do for you today? This suggests that you are able to do more if necessary. The customer may just say, “Not today, but may be next time.” At least you know they’ll may be back versus NEVER. Don’t send out surveys. There are many ways to measure customer satisfaction without sending surveys. “Paying” someone to provide an opinion may even change it. “Will I still get a free lunch if I tell you what I’m really thinking?” Remember the Vending Machine example from above? The vending machine knows exactly how poor performance looks and feels. Be THE Solution. We coined a phrase some time ago – “Thinking so you don’t have to.” Take away the problem and be the solution. Thank You. Show your customers that you appreciate their business. It may be as easy as saying “Thank You for Your Business.” Smile – Whether the customer can see you or not - SMILE. Studies have suggested that people know or can sense when other people are smiling. We can’t quote a source for this statement, however, smiling is also good for you.
Posted on: Tue, 11 Mar 2014 12:30:05 +0000
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