Importance of Customer Satisfaction

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okThe importance of customer satisfaction is apparent when you realize that, without customers, you don’t have a business. A single unsatisfied customer can send more business away from your company than 10 satisfied customers. The more you focus on customer retention and customer support, the more long-term business you’ll get. It’s worth it to focus on customer satisfaction strategies, no matter how large or small your company is.

Understand your customer.
A business relationship, just like any other relationship, relies on both people getting their needs met. No matter what type of business you are in, all customers want the same thing. They want to feel welcomed and appreciated by you and your staff. They don’t want to get the impression that they are just being used by you for money. Small interactions like “Thank you” and a nice smile can go a long way toward customer satisfaction.

SET PRINCIPLES FOR WOKERS.
A big part of customer satisfaction is reliability. If customers come to expect a certain mode of behavior from you and your employees, you should deliver it to them each and every time. Customers want to be able to rely on you. They expect consistent delivery times and support. By training your employees to treat all customers with the same respect, your customers will all have the same experience with your company, which will increase customer satisfaction.

Accept your faults no matter what.
Customer satisfaction is at its most important when something goes wrong in the chain of delivery. Whether a customer was double charged or didn’t receive what she ordered, your employees need to handle the situation with the utmost care. Your employee should apologize and take steps to rectify the situation. The phrase “the customer is always right” is at the core of a good customer satisfaction strategy. It doesn’t matter whether or not the customer misread the instructions or made the mistake; your employee should take steps to make the customer happy.

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Importance Of Customer.

THE IMPORTANCE OF CUSTOMER SERVICEfhsdhdshshshshshh
Most anyone will agree that customer service is one of the most important parts of your company’s overall strategy to conducting business. Without customers you really don’t have a business. If this is the case, why is it mostly everyone as consumers can easily mention examples of poor customer service in their daily lives? Every company either has or thinks it has good customer service. However, if certain steps are not taken to ensure this, the reality of their situation is often far worse than their current perceptions.

In any successful business or organization, the commitment to customer service always begins at the top, the company’s leaders must buy into the fact that they not only need to meet their customer’s expectations, they must strive to exceed them. They must develop a company culture that understands, embraces and executes this concept. In today’s world, business competition is tougher than ever. If you can’t provide goods or services when somebody wants or needs them, there are often four or five other companies immediately ready to fill this void. You only get one chance to make a good first impression. If the company’s leaders do not accept this fact, or are not willing to provide the necessary resources to meet their customer’s needs, they will soon find themselves scrambling for business.

Proper training is one way to develop a company culture that embraces excellent customer service. Every employee must understand implicitly what is expected of them when interacting with customers. Is there an established, uniform way to answer the phone? Are there set procedures in place for instances when a customer has a question or problem? Is there an established chain of command to make sure that issues are handled in a timely fashion? And most importantly is everyone trained to carry out these company procedures? How you handle the problem is far more important than the problem itself. A customer must always be made to feel as though their best interests are being given serious consideration, even when you can’t give in to their demands. It is far better to say ‘no’ with a smile, than ‘yes’ with an attitude.

Customer feedback is an excellent way to track and measure your level of service. You should not only benchmark your company against your competition, but also against the goals you set for yourself. Once again, you must remember you are trying to not only meet, but exceed your customer’s expectations. Written surveys are one way to gage customer satisfaction. This can be useful to obtain feedback on a wide variety of company functions. Always allow for written comments, as these usually will help shed light on problem areas. Management’s interaction with customers is an excellent way to not only measure overall efforts, but to also show the level of commitment the company has towards their needs. A manager who does not spend anytime with customers is likely to be detached and unaware of what their employees do and what their customers want. You always feel better if you have the chance to talk to someone who actually sets policy, not just someone paid to carry it out.

In today’s world of bigger, faster, better you need to be the company that gets it right the first time, and if you don’t, you must quickly rectify your mistakes. If you consistently make this part of how you conduct business, your customer’s loyalty will continue to grow. The surest way to continued success and future growth is to not only meet your customers expectations, but to exceed them at every possible turn.

Good customer service is the foundation of any business. It provides a platform for continued growth and helps to build your businesses reputation. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long.

Good customer service is also about sending them away happy – happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves, in their turn becoming repeat customers.