Customer Satisfaction is a pillar of the success of your business. This is easily forgotten in times that place acquiring new customers at the centre of business and marketing strategies. High customer satisfaction will bring you loyal customers and therefore a huge potential: they buy more often, with a higher order value, and they are likely to bring you new customers.
Customer satisfaction surveys are developed to provide an understanding of customers’ expectations and satisfaction. Customer satisfaction surveys typically require multiple questions that address different dimensions of the satisfaction concept. Customer service research includes measures of overall satisfaction, satisfaction with individual product and service attributes, and satisfaction with the benefits of purchase. The best approach to measuring customer satisfaction and building customer satisfaction surveys depends on the kind of product or service provided, the kinds of customers served, how many customers are served, the longevity and frequency of customer/supplier interactions, and what you intend to do with the results. There are very different approaches to customer satisfaction surveys and most produce meaningful and useful findings.
When it comes to feedback and customers, we often think about it the other way around – receiving feedback from customers. Just like your employees and work partners, what your customers do and think will have an impact on your business. Any successful business owes its success to customer feedback, which helps businesses understand how they can produce better products, or deliver better services.
Explain the principles of customer service in a Contact Centre and/or BPO environment
The key to good customer service is building good relationships with your customers. Thanking the customer and promoting a positive, helpful, and friendly environment will ensure that you leave with a great impression.
To ensure you provide the best customer service:
- know what your customers consider to be good customer service
- take the time to find out customers’ expectations
- follow up on both positive and negative feedback you receive
- ensure that you consider customer service in all aspects of your business
- Continuously look for ways to improve the level of customer service you deliver.