Customer satisfaction is often the number-one priority for service businesses. Consequently, owners and managers spend long hours perfecting company offerings or working with outside advisory firms in an effort to meet the needs of each and every person who calls them for help.
While these practices normally produce tangible improvements, a variety of smaller variables play a larger role in determining customer satisfaction. It's the little things that make people happy, you know? With this in mind, take a look at your operation and see if there's room for improvement. Chances are, a couple of small tweaks might put your over the top and allow you to develop a loyal customer base with ease. Not sure where to begin? Take a look at these tips for achieving optimal customer satisfaction:
Focus on the phone
While most people now communicate with businesses via the web, a large number still prefer using the phone, especially when problems occur. So, make sure the employees who handle calls from customers possess good communication skills. Additionally, these individuals should have a strong grasp on your service offerings so they can offer tailored advice, not just canned responses, the Houston Chronicle advised.
"Make sure the employees who handle calls from customers have strong communication skills."
Shore up your site
Of course, you must do your best to support customers who connect with your business on the internet. Ensure that your site is easy to use and features key company information, such as your available services, prices and alternative contact information. If you want to take things up a notch, consider installing a customer chat feature. These tools take minutes to install and make it easier for patrons to request assistance, according to Inc.
Connect after service
Collecting usable customer feedback is of course essential, as this information allows you to better understand the needs of your patrons and therefore design effective, bottom line-driving services. As a result, it is essential that you perfect your feedback-gathering methods and find new ways to reach out to and follow up with past customers. Today, that means leveraging social media and other online communication channels, Small Business Trends reported. Classic tools such as physical surveys may work as well, especially if you're part of a smaller community.
No matter how you do it, be sure to engage with the people you help and ask their advice on how you can better serve them.
With these small changes, you can improve customer satisfaction and possibly take your service business to the next level.