The number one reason many customers change companies they do business with, is poor customer service. It is important for any business to invest in developing and delivering exceptional customer service. To increase customer satisfaction, develop your customer service policy to include the following methods:
1. If at all possible, have a person answer all calls. Customers do not appreciate an extensive phone tree and would prefer to speak with a real person instead of automated and recorded messages. If you must use voicemail, make sure calls are returned as soon as possible.
2. Emails should be answered within one or two business days. Taking a week to answer an email will leave a customer feeling frustrated and maybe a bit angry.
3. Customers appreciate customer service representatives that provide a first and last name. They also appreciate a person that provides a full name when meeting them in person. If you have direct customer contact, use your full name and maintain eye contact.
4. If you make a commitment to a customer or potential customer, make sure you meet or exceed his or her expectations. Do not promise something you cannot deliver and allow yourself a reasonable amount of time to deliver on your promise.
5. If you miss a deadline or commitment, do not use the excuse that you were short staffed or abnormally busy. These excuses have been over used and are no longer effective. Simply be as honest as you can and apologize for missing the deadline or commitment. Your honesty will go farther than using an excuse that has been over used.
Providing the best customer service possible will help you retain customers and gain new customers. If you receive customer complaints, you should make every effort to correct the problem. If you want to keep customers, you will need to ensure their experience with your company is positive.