5 Essential Steps to Enhance Customer Satisfaction and Loyalty (Full Transcript)

Speaker 1: 5 steps to improve customer satisfaction. Be genuine. When customers call with complaints or concerns, take the time to treat them like individuals. While calling a customer mom or sir is respectful, it doesn't include a personal touch. Replying yes sir, I understand, is polite. Add the customer's name. Yes Mr. Smith, I understand. That is much better. Having a customer's name helps them see you are truly engaged in listening to what they are saying and interested in solving the issue. Personalising the conversation helps the realisation that the customer is more important to your company than the money.

Speaker 2: Be accountable. Customers face the most aggravation when customer care acts concerned but passes the issue around. Never point a customer to someone else because you don't know how to handle his problem. Instead, take the time to help fix the problem if possible. If you must refer a customer, find an individual who can resolve their issue amicably. Ensuring your customer achieves a desirable outcome will ensure you create a customer

Speaker 1: for life. Empathise. Listen to your customers. Sometimes people really do need to vent. Always remember a complaint shouldn't be taken personally. Learn to acknowledge the customer's issue and train employees to do the same. It is important that your customer knows that someone understands their concerns. Let them know you understand the way they are feeling and apologise even if you don't feel you need to. A sincere apology works wonders in creating happy, loyal customers and confirms your willingness to take responsibility for the customer's problem.

Speaker 2: Innovate. If you understand the customer's problem, offer a solution. Never tell the customer what you can't do. Focus on what you can do to fix the problem. Offer some options. Working to solve your customer's problem, even if not to the extent they may have liked, helps them feel you care about their business. Focusing on solutions will keep customers coming back even after they've faced a problem with your company.

Speaker 1: Be trustworthy. Sometimes in an effort to appease a customer, company employees will make promises that are not only impractical but which can't be honoured. Don't make empty promises. It is far better to offer a practical and workable solution that will allow you to rebuild your customer relationship and provide some satisfaction. Meet every situation realistically and your customer will appreciate the effort. While these tips will help you provide quality care to your customers, there will be times when nothing anyone else does will be enough to keep a customer.

Speaker 2: Be genuine. You are accountable. Remember to empathise. Innovate for solutions. Be trustworthy.