It’s no secret that customer satisfaction is key in retention and growth through word-of-mouth advertising. Here are some simple strategies to help you maximize this important aspect of your business.|
Listening matters. Show your customers that you are listening by taking notes or repeating what you hear back to them. Ask questions for clarification before providing a response. If you can’t give an immediate response, offer a specific timeline for getting back to them and be sure to mark this on your calendar.
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Encourage feedback. Even if you don’t have a specific reason for face-to-face, phone or email interaction with your customer, showing that you are eager to hear from them helps put customers’ minds at ease. Keep in contact on a regular basis so the customer feels valued.
Make things personal. While appearing professional and efficient is important, customers also want to see the sunny side of your business. Try to put yourself in your customers’ shoes by asking these questions:
- Are the people they come in contact with at your company friendly and easy to talk to? A smile and friendly hello can make a big difference.
- How does your company handle disgruntled customers? Listening and reassuring upset customers that you will act on their complaints can help calm situations.
- Is it easy for your customers to find and obtain the information they need? Answering customer questions in a timely manner makes a good impression. Also be sure that information is laid out in an easy-to-access format on the digital side of your business.
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