From not having a customer satisfaction segment in companies to making this department one of the biggest and most thriving in a company. Have you ever wondered what the size of customer support representatives are at ecommerce spaces like Amazon? Well, rest assured they are the biggest department in the whole company. It’s no new information that Amazon takes customer service seriously. And everyone should, it is the number one reason why a customer would return.
In order to make sure a customer is satisfied, there are a few things that need to be done right on a more basic level. To begin with, a company requires an excellent team that is knit together, well versed with the process and absolutely empathetic. Why? Because a customer service representative is the one that faces the end customer. This means, good feedback or bad, a representative is at the receiving end. The representative is also the one that faces all forms of queries from basic navigation confusions to complex technical glitches. A knowledge management system of the platform is the number one way to make a customer happy instantly.
How can one boost customer satisfaction in the future?
In the recent years however, there seems to have occurred a dip in the customer satisfaction metrics. While there is much debate as to why this might have occurred, there are two simple ways to look into this. Firstly, the possibility that over the years a customers expectations from such services has increased drastically while the global customer relations ethos did not change as much in order to make upto the rising expectation. Secondly, the sheer volume of transactions happening online is a reason why there is not enough time to cater to a customer’s A to Z requirements without compromising on quality. Having said this, if businesses intend to continue being globally accepted, they simply cannot cast aside this important segment. Thus, here is a list of three ways a brand can boost their customer satisfaction metric now and for the future.
- Happy employees equals happy customers: It’s true. The current employment structure is such of an employee performing duties and being paid for it. But with times, these strategies need to evolve too. Current say research shows that employees perform better when they are satisfied in their jobs. Millennial employees are actually in pursuit of jobs that make them happy, give them leverages and involve them more. Mechanical and robotic work is out of the window now. Employees like being a part of the contributing team. This is the step forward. Hire and train a team that will treat anything you want them to do as their number task, as their own. This will reap rewards in terms of customer satisfaction too. For example, a customer service representative who truly believes that a customer’s satisfaction is what is worth chasing and his goal, he is more likely to do a thorough job of his task at hand. While there is a saying that a customer is always right, do not penalise an employee for an unruly customer. Remember, that respect is valuable only when it is served both ways. Treat rude customers with sternness and treat your employees right. One rotten customer cannot ruin as much as one unhappy employee can.
- Involve your customer: With the boost in customer satisfaction there came about a trend of making everything look perfect to a customer. While this might be a good thing if all things were indeed perfect but here’s the truth about the customer’s of today. They are slightly more understanding and they also understand that at the other end of an online transaction are humans who may err. How do you harness this emotion? By involving them. Engage with your customers more, not in a spammy way but in a more topical and responsible way. What do we mean by that? It’s simple. Ask for genuine feedbacks and improvements, take their suggestions seriously. Hear your customers out, they will tell you what they want. Have you seen companies talk about releasing features that customers asked for? Always remember to take feedback seriously and implement it. Honesty is the number one admirable thing about any company.
- Analyse competitors, set benchmarks, overachieve: There is no better learning curve to harness on than your direct competitors. A competitor’s customer service strategy is a gold mine of ideas for your own brand. Don’t get us wrong, we don’t mean copy them blindly. We mean retrace their user journey, make analysis, see reviews and see how customers have responded to them. This should be your stepping stone in adopting what works for them and reworking on what doesn’t and creating a unique and strategic plan for your company. Research shows that customers love brands that set expectations and exceed them once in a while. Why? Everybody loves being surprised with a little more than what they asked for. For example, most brands do this thing where when an order takes longer than usual to deliver, they inform the buyer and also give them a little token of appreciation for their patience and understanding. Another example is when a delivery date says one week but the product gets delivered sooner.