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How Employees Can Embrace Customer Satisfaction

Most organizations don't consider customer satisfaction as part of the business process. Often employees are overly focused on daily fires, rather than the desires of your customers.

Here are a few strategies to involve employees in customer satisfaction:

• Invite customer feedback and opinion on specific points,
• Help customers make better buying decisions with education,
• Regularly practice customer service lessons from training,
• Actively measure customer satisfaction interactively,
• Listen to customers complaints without objection,
• Pre-answer common questions before face-to-face interactions,
• Help customers reduce their costs through your organization,
• Let your best train the customer service team,
• Document and share successes regularly in positive way,
• Build customers satisfaction into your delivery and support functions,
• Work from the money to the executive seats,
• Encourage peer review of customer service implementation,
• Focus on personable people before specific product knowledge,
• Ask front-line employees, "How can we improve the customers experience?"
• Understand the business is only as good as the last customer transaction,
• Measure employee performance by customer satisfaction measures,
• Train regularly to address specific customer concerns,
• Understand high customer service reduces costs over the long-term,

/ customer-service | interaction-points /

By Justin Hitt at August 17, 2003 9:17 PM  Subscribe in a reader