10 Golden Rules For Customer Satisfaction
Your organization should be easy to approach. This goes from excellent customer service by phone to providing enough parking spots and flexible opening hours.
Reliability means that the customer can count on the product or service and the effectiveness of your actions. The product or service should be perfect from the first time and promises must be kept.
The customer expects the salesperson to take the initiative and react as quickly as possible. Time counts!
Politeness and courtesy have everything to do with respect for the customer, good manners and consideration.
A.k.a. the required skills and knowledge. This counts for every person involved in the project (salesperson, project manager, administrative staff,…).
Smooth communication means that you should not only listen to the customer, but also speak their language. Different customers have different backgrounds, different styles. Some situations will be more formal than others, it’s important to be able to distinguish between both.
A good reputation, positive image and personal approach will give the customer the feeling that you always have their best interest at heart.
Looks count, this is no different for business. Make sure you are well-groomed and pay attention to image and design, whether it’s in your advertising or letterheads.
The customer has nothing to fear. You handle money and data with care.
Your organization should take the effort to truly understand your customer’s situation and needs. This asks for empathy. No standard products or services, but personalized solutions.
Your turn now
Can you give a bad example of customer service?
What makes you a satisfied customer?
Is a satisfied customer always a happy customer?