With the way to contact more businesses than ever before – phones, websites, email, social media, personally – customers expect more and more responsive companies. The quality of service has gone up to a requirement from competitive advantage. Research shows that more than two-thirds of the customers who stop using the business because they find service workers ineffective, while 55% to improve the service of your company to guarantee good service. Or install more of your new venture. Customer oriented, you will need to evaluate your current service, check your customer’s requirements and develop a flexible customer service policy that meets those needs.
Learning More about Your Customers’ Needs
Set up a system to document customer complaints and comments.
Your customer service policy should conform to your customers’ needs, and if you listen, your customers will tell you what they are needed. If you do not have a systematic way to compile this information, then develop one. The information entered should include:
Customer’s name, address and phone number
Name of the employee receiving the complaint
Date and time of complaint and its solution
Nature of complaint
Agreed on the solution, whether it was applied on the spot, and if no promise was made
What are the steps currently being taken?
Follow-up date and time to satisfy customer
Any compensation given to the customer
Tips on how to avoid problems in the future
Create surveys and run focus groups.
In both cases, your goal should be to gather useful information rather than a positive feedback. to do this:
Ask open-ended questions, instead of focusing on rankings, look for specific feedback, which tells you very little about how to address them. Less ratings are why you are getting those ratings.
Use professional firms or online survey sites to use those business questions that are really purposeful and do not stack the deck to get you the favorable results. What you need is a useful feedback, not a compliment.
Use online surveys to collect information in real time. You need to know what your customers want today, not two months ago. The best way to do this is to use a self-service or full-service online system to collect customer feedback.
Consult your employees and operational data.
Organize Focus Groups to talk about their continuous behavior issues with your customers. To determine how happy the customers are with your products, also see statistics such as returns and return rates. Other data from the consultation include:
Backlog and stockout status – If your products are unavailable, you can bet that your customers are less than satisfied.
Internal Rejection Rate – If the rate is high, then there is a good chance that some bad products are reaching customers. Bad products mean dissatisfied customers, and specific dissatisfied customers tell 9-15 people about their experience.
Talk to your vendors and service providers.
If you outsource various aspects of your business such as shipping or website management, these service providers may have valuable information about your customers.
Ask your website administrator to sort out the response types and send it to you.
Ask your shipping unit how often it will have to rebuild the order to dismiss the ship for the first time due to defects or other problems.
Ask your customer care call center to classify complaints and other feedbacks and deliver it to you. Ask about specific customer waiting times and how many customers call and hang before reaching a client agent.
Identify your top three significant customer service issues.
Combine internal and vendor inputs and compare information from your customers to create a list of problems. Pay attention to those who often come up, influence your lower line, and are actionable (i.e. “my order was faulty” rather than “i was dissatisfied”).
Creating your Customer Service Policy
Develop a vision statement.
This is a guiding principle that explains how your company wants to interact with its customers. This is both a daily reminder and a goal to be aspiring to do. This should be a simple and condensed view of McDonald’s: “Quality, service, cleanliness, value.” To come up with your vision statement:
Imagine your company’s success in the future, looking for 3 to 5 years, and list five of these reasons.
Now list the reasons for your success in the customer’s perspective.
From the vantage point of this success of the future, list the steps you have taken to upgrade customer service.
Based on these lists, summarize the key elements of your vision.
You create a list of actions from the summary and use them to create a brief Vision statement.
Set customer service goals in line with your vision and based on your research into customer needs.
These goals should provide quantitative goals for you to address the customer service areas identified as the most important. for example:
A time limit by which all calls are answered in the service center
A goal for the percentage of returned products
The goal of the percentage of customers who report that they are satisfied how their complaint was handled
The goal of the percentage of those customers who complain that your service or products have to be bought again
Make your customer policies straightforward and customer-friendly.
Review your customer feedback to see which policies have proven the most difficult. If possible, get rid of them Be sure to consult your staff to get your feedback on any proposed policies. They often have a better experience for how customers interact with the customer service policy.
You can find examples of direct, secure customer service plans in thethrivingsmallbusiness.com and aa.com (American Airlines).
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Use your goals as a guide in creating your customer service policy.
Once you have taken any policy, take the time to consider it from customers’ perspective. The policy areas to include include:
Product or service overview – Is it possible for customers to easily learn about the things you sell?
Speed - Can your customers order quickly and painlessly? Are the Knowledgeable Customer Service Representatives Available Easily? Consider setting the maximum wait time for the store and phone service, and then consider what those service standards will get.
Communication – Do you do a good job of doing business with you to inform customers of all those things that they need to know? It should be easy to find out the return and shipping policies. Approved forms of payment must be clearly displayed. The add-on services and warranty should be explained without pressure to buy.
Follow Up – To contact your customers, a person’s name, phone number and email should be given, if they need help after purchase. Show timeline for delivery of the service or product to them. Provide information about technical support or other assistance. Make it easy to complain if they need to do so.
Complaints – Are Complaints Immediately Handled? Have the employees been given the freedom to reach the best solution to solve the problem? Does high level management involve quick? How are customers compensated for various problems? Is the follow up to ensure customer satisfaction?
Retention – Are You Making Long-Term Relationships With Your Clients? Contact them one month after the transaction. Make sure they are satisfied. Consider sending a newsletter or coupon to customers. Create a customer forum on your website.
Employee Monitoring – Are you encouraging your employees to provide good customer service? Do you share customer feedback with them and face them when they are not meeting the service standards? Do you recognize them and reward them when they provide good service?
Give your employees discretion to deal with customer problems.
You do not want policies that are used as weapons against the customer – e.g. “I am sorry that I can not do more, but it is the company’s policy” – or the problems of pulling and frustrating customers. Rather than strict rules, give your employees comprehensive guidelines to help them solve the problem:
–Understand the problem
Let the customer speak without any interruption, pay attention to important facts, and repeat them to make sure that you feel right. “Just to confirm, you want to get a new unit and get a refund?”
–Identify the cause
Find out what the customer did, review what should have been, and should separate the problem. The reason to identify the reason is often to accept that the company is not responsible for the problem, not the customer. “You have ordered an entity that says our website works with your system. You should be able to plug it in and use it, but the literature on the website should be incorrect because the unit is not compatible with your system. “
First ask the customer for ideas. If he has a clear estimate of how they want to resolve this situation, agree to finalize the plan for the customer or company and work with them.
–Solve the problem
Take corrective action and ask the customer if they are happy with the way to solve the problem. Ask for apologies for the trouble and, ideally, provide something to the customer as compensation for their problems.
Train your employees in the new policy.
Organize a compulsory meeting to start the plan and explain its purpose. Later, conducting training workshops for working in regular meetings as well as teaching skills to their employees, such as troubleshooting for complaints.
Evaluating Your Current Service
Set a baseline to see how responsive your current customer service program is.
If you are developing a customer service policy, then it is likely that you are either starting a new business or are worried about your current service. If this is the latter, then you have to start by estimating where your current service is weak. For each of the following statements, “Customer Service quotient,” to determine your business for a 5 (all time) scale of 1 (not all), optimized from Forum-Corporation self-test, customer-induced for the company :
Consider how customer-oriented your company’s culture is.
Do you put the customer first, or are you more worried about your own internal affairs? Rank your business to find the following:
We are committed to doing whatever we do to make a satisfied customer.
We try to do the right thing for the first time.
As the owner, I gave an example that customer service is important.
Meeting the needs of our customers gives priority to our internal needs.
Divide your score by total and 4.
Ask yourself how well your products and sales materials are oriented towards customers.
If you think a good product will sell itself, then you are wrong. You need to make your products consistent with the wishes of your customers. The following rates:
When we sell, we aim for a partnership approach.
In our ad content, we do not promise that we can not deliver.
We know the features and benefits that are most important to our customers.
We design new products / services based on the information provided by our customers.
Divide your score by total and 4.
Rate how well you respond to customer feedback.
Especially if you are in a service industry, it is important that your customers feel that they are being heard and their complaints have been addressed promptly. Their reaction is free and very valuable, so do not ignore it. The following rates:
We review customer complaints.
We constantly ask our customers for feedback.
We routinely seek ways to eliminate errors based on customer input.
Divide your score by total and 3.
Consider how well your company and employees know your customers.
The better you know them, the better it is that you can serve their needs. The following rates:
We have determined what our customers expect us to do.
We often chat with our customers.
All employees know what is important for our customers.
Divide your score by total and 3.
Know how easy it is for customers to get in touch with your company.
On average, for every customer who complains, 26 are those who remain silent. The more difficult you have to catch, the worse this ratio will be, which is a matter of concern when you think that 91% of unhappy customers will leave without any complaints and they will never return. You can save customers by making it easier to complain for them. How well do you do the following:
We make it easy for our customers to deal with us.
We want to resolve all customer complaints.
We encourage “entice the customer”.
Divide your score by total and 3.
Evaluate how qualified your staff is.
Your staff is the interface between you and your customers. The better they are trained, the better the service can be. The following rates:
I respect my employees.
All employees understand our product / service firmly.
All employees have the right tools and skills to do their job well.
All employees are encouraged to solve customer issues.
All employees feel that customer satisfaction is part of their job.
Divide your score by total and 5.
Think about how actively you seek to improve your products.
The last part of the customer service is constantly looking to produce a better product that meets or anticipates the needs of the consumer. The following rates:
We work continuously to improve our processes and products.
We make networks with other groups to learn from their strengths and weaknesses.
When we highlight problems, then we try to resolve them quickly.
Divide your score by total and 3.
Add up your scores.
Potential scores range up to 35 at the high end of less than 7. Focus on both your total score and special areas where you need to improve.
28 and up – These points indicate that your customer service is an asset. You have the services liable for the needs of your customers. Focus on special areas for improvement.
21-27 – Your customer service is adequate, but overall improvement is needed.
20 or less – Due to bad customer service, you are likely to lose customers.