How to improve customer satisfaction with Internet entrepreneurship?

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A friend of the electrical business to me, how to improve customer service satisfaction. Originally the company because of marketing promotion means strengthen, order number rises, the task quantity of customer service also increases.

I asked him if you were going to take the symptoms or the cure.

He said it was possible to treat both specimens.

I said, OK.

The symptoms are simple, you can strengthen the training of customer service. Please two types of teachers, one is an external teacher, dedicated to teach customer service management, to teach you some skills to enhance the service concept; one is to invite internal instructors, the performance of the best customer service to find out, to give you lectures. You can also give lectures to people in the business and product departments. Let customer service to the customer frequently mentioned issues, find customer service, business units, product departments and other relevant departments to provide standardized answers to these questions, and then make a classification problem, so that customer service to read it every day, so as to be able to give customers on the common issues to provide standardized satisfaction answers.

At the same time, comb some personalized answers or value added statements that allow customers to improve their satisfaction.

It's more difficult to cure the problem of course, the above indicators will be used, but more crucially, the need for enterprises to shift focus, do not analyze the efficiency of customer service departments, or calculate how many customers receive services, should think about what to do to make customers do not need services!

Yes, that is the sentence, do something to make customers do not need services!

Remember, customers buy your company's products or services to enjoy or take advantage of their functions to achieve certain goals. Rather than trying to establish a relationship with your customer service department, it is only necessary when there is a problem.

Therefore, rather than analyze the customer service to deal with the problem, such as the efficiency of how good, as far as possible to completely exclude customers to seek service support needs.

As long as customers are very satisfied with their purchase of products, in fact, no longer need any assistance or services, but also to achieve "No service is good service" the highest ideal state. In short, the best customer service is not need customer service!

To achieve this "no service" ideal, the following 3 principles should be kept in mind:

Repositioning customer Service

Customer service let customers each contact with the company more "smart" and not "stupid", do not let customers ask you the second time the same problem, to refine a problem-solving ability.

This positioning is clearly unclear to many businesses. In most business customer service operations, the contact from the customer can be divided into the following types: 1 stupid contact-is because the enterprise let the customer confused, unable to comply with the commitment within the deadline, or provide defective goods to customers. What's even more stupid is that some companies are not aware of this folly; 2 repeated contact--refers to the customer must play 2 or more times to solve the problem, when the enterprise failed to fully implement the commitment, it will happen.

Solution: Instead of using resources to address customer service needs, companies should spend more time addressing the origins of these needs. To completely eradicate these customer service links, including the following steps:

1 source Lock: Find the reason why the customer must contact you today

To enable customer service personnel to accurately record the root cause of customer contact business, this allows you to establish a comparative benchmark to assess the results of future improvements.

2 Continuous Improvement: Educating employees to solve problems to avoid repeated contact

It is best to use a phone call to solve all problems, do not bother customers repeatedly contact. One way to achieve this is to write a report whenever a customer must contact again, and to analyze the root cause of the problem from the report. This section may need to help the company's power to coordinate analysis and provide the best guidance.

Ii. establishment of self-help mechanisms

As long as enterprises establish a sound self-help mechanism, they will win the love of customers. To really achieve this goal, you must give the leadership to the customer, design the use of convenient, attractive and efficient interface, to establish a convenient customer to automatically solve the problem, you can try the following strategies:

1. Publish common problems and solutions in a fun manner.

For example, an enterprise to the customer most often asked 10 questions, listed, and then accompanied by a humorous solution. A name: Customer service talk show. This solves a lot of common problems to some extent. Readers read books, their own reading, the problem of self-investigation;

2 establish a self-help mechanism led by the customer 100%

The real key, then, is to create and master customer preferences, and let customers show their purpose and how they want to interact. For example, when a customer sends an e-mail to you, ask the person's phone number and let the customer indicate whether they want you to call back and the appropriate time to call back. If you later call a customer who allows you to call back, you will find that they are not only interested in contacting you, but are looking forward to your call back and don't think you are violating their privacy. Getting customers to agree to this simple action will make them dominant.

Third, listen to Customer voice

It's a great source of new ideas, and instead of spending money on the market to get a sense of the customer's mindset, it's better to focus on collecting the messages that customer service people hear every day. When customers seek after service, they often tell your employees without reservation. What you really need to do is set up a system to collect these clues and take valuable action based on all the information.

Usually valuable actions have the following two ways:

1. How to listen and when to educate customer service staff-encourage all front-line employees to understand whether the complaints they hear or solve are just occasional cases or signs of systemic problems. Train employees to listen to root causes, themes, and systemic trends, encourage them to find the root cause of the problem, and then track how often these causes customers to call.

It would be helpful to have a weekly group meeting, with the front-line staff sharing their current process of dealing with various customer opinions. Another feasible option is to establish a central database to collect all customer complaints, insights and customer recommendations and provide them to managers for analysis.

2. Find a sensible, frugal and efficient way to listen-in other words, to set up a "listening station" and make good use of that information. The techniques that can be used to listen are very diverse, including asking customers to fill out a comment card, conduct an email survey chosen by the customer, set up a simple speech function on the site, conduct a telemarketing phone survey, and a microblog that is now frequently used by people.

Iv. Continuous improvement of silencing

As we mentioned earlier, the root cause is 0 customer service, of course, this is an ideal state, but the enterprise can achieve an infinite approach to this ideal state, the key is to be able to get the information heard to the organization can take action-to analyze the required information and identify the customer mentioned topics and issues, It is clear that there is a need to work hard and to organize, at which point a company can be set up to create an "improvement Advisory group" that allows members to meet regularly to review information, prioritize, and identify who is responsible for promoting improvement. Ultimately to reduce customer service tasks, and ultimately liberate customer service, so that customer service can not do or transform functions, rather than to be busy complaining about the expanding size of customer service personnel.