Aside from financial distress, customer opinion contributes greatly to the success of a brand or business. To operate a successful business, each customer must receive exemplary treatment. Such treatment involves consistent, quality service not only during the sales transaction but also during the prospective and in between purchase periods.
The U.S. Small Business Administration reported that 68% of customers leave brands because they are upset with the treatment they’ve received; so, the importance of customer satisfaction should not be underestimated.
1. Manage and deliver expectations well
Non-satisfactory feedback or ratings from customers come largely from the customer’s expectation of not being met. Typically, customers set their expectations based on what the company promises or guarantees them. It is wise for representatives, therefore, to routinely under promise and over-deliver. This means that, after a customer states their particular needs, the representative should respond by setting the delivery of the need much later than anticipated. Then, when the need is delivered earlier than the range provided, it results in a happy customer.
2. Adopt an omnichannel communication system
As with any relationship, an open line of honest, constructive, and effective communication must be established between the parties. An omnichannel communication system is excellent to drive customer satisfaction because the channel is focused on providing a seamless experience for customers and gives customers the convenience and opportunity to voice suggestions. The omnichannel communication system implementation will improve the customer-provider relationship and minimise unreturned call messages.
3. Availability - Easy to reach the business
Customers expect that their messages to be returned within a very short timeframe. If they are not promptly responded to, customers are more likely not only to move on to a competitor but also to leave a negative, public review of their experience of being ignored. On average, customers will give businesses a one-week grace period to respond to their messages. To optimise customer satisfaction, strive to respond to customer messages in less than one hour. To achieve this, all representatives must be trained to resolve various concerns; and that all employees are clear with which team to route certain customer questions to. The shorter the wait time and the quicker the resolution is, the more satisfied the customer will be.
4. Appreciate feedback and suggestions
Customer satisfaction requires that client needs, concerns, and circumstances are taken into consideration. On a minimum of a quarterly basis, customer feedback and suggestions should be welcomed for a thorough review. This inclusion also makes the customer feel as though the business truly values them.
5. Be Consistent
Once a rapport has been established between the business and the customer, the customer becomes accustomed to the previous dealing conditions. All procedures must be uniform from prospective status to post-sales so that the customer is comfortable depending on the stability the business provides. Consistency also helps set the tone for customer expectations; any unpleasant changes or overlooked details may jeopardise customer feelings about continuing dealings with the business.
Omni Hotline is a digital tool designed to improve customer satisfaction for any business. The virtual business landline system provides flexibility to the customer service representatives to manage incoming and outgoing calls with ease and guarantees that customers will never experience ignored calls or messages. On top of its multitude features that a physical landline doesn’t have, Omni Hotline provides a professional omnichannel communication system to build the rapport between customers and businesses.
To find out more, visit omnihotline.my