A Bad Customer Experience

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Many people lose sight of how their actions connect to the organization’s success. Business leaders need to make a habit of reminding their teams that their actions and attitudes can either win or lose business in an instant. The customer in the experience was lost and probably others whom he would have recommended.

When clients receive poor service, how will I know about it?

Do your most important clients know there’s recourse if they experience less-than-best service? Are they aware that they can always escalate their challenges to you? While you may delegate the day-to-day interactions with your top clients to a team member, it’s always your responsibility to ensure that your most important clients are happy with the service they are experiencing and if there is a problem, you’re a phone call away.

The supervisor in the above business did not bother to know why the sales agents were retrating to the backroom. Hence, there was no higher authority where the customer could seek help. This led to loss of business.

How can we differentiate our service so it’s better than good?

Poor customer service prevention will lead you to good customer service. But how do you deliver legendary service to strengthen the bond between you and your clients? It starts with cultivating the mindset among your team members, and then helping them develop the skills they need to be empowered. Many businesses are now investing in leadership training for front-line employees because they recognize that these “soft skills” deliver hard results. After all, leadership is not a job title. Leadership is a behavior and when everyone demonstrates it, trust and commitment are natural by-products.

Even among the sales agents above, none of them displayed the leadership qualities and take control of the customer’s situation.

QUESTION FOUR

Ways of measuring customer satisfaction

Survey customers

Surveying customers is the only probable way of getting customer feedback unless they contact you. Most people are busy and have no time to pass redress. You can provide survey through several ways such as emails and use of phone calls.

To get credible feedback you need to allow customers to answer questions on weighted scale. You can conduct repeated surveys, over time, to measure changing comments from customers.

Understand expectations

Understanding what customers expect from you will provide ground to satisfy their expectations by giving them enjoyable service. Making an effort to discover what customers expect from you in terms of service and products is the way to satisfying their needs.

Find out where you are failing

On situations where you are not fulfilling customer requirements, it is credible to find out where you are failing.

Incidences where products are less than advertised should not arise. Find out if employees are making promises that cannot be met. Take strides and attend seminars that will equip you with better managerial skills.

Know the chain of communication so as to know where communication faults are and foster amendments.

Pinpoint specifics

Whether a customer is satisfied or not, you need to collect information to help you assess the situation. Collect information about what customers purchased, what they liked and they did not like, their actual purchase expectation and their suggestions for improvement.

Assess the competition

Have the initiative to know why customers consider other brands above yours. Through the survey, invite customers to come and compare and contrast your services and products and make judgment on what you are not offering.

Try to measure the emotional aspect

Customer experiences after buying a given product are attributed to quality. Feedback from customers in relation to quality, reliability and extent satisfaction should be matched.

Comments customers make are a measure of their satisfaction. Customers showing dissatisfaction prompts change of strategy.

Loyalty measurement

Customer loyalty is the likelihood of repurchasing products or services. Customer satisfaction is a major predictor for repurchasing and it is influenced by explicit performance of the product, value and quality.

Loyalty is basically measured when a customer recommends to a friend, family member about given product. Overall satisfaction, repurchasing and likelihood of recommending to a friend are indicators of customer satisfaction.

A series of attribute satisfaction measurement

This strategy takes into account the affective and cognitive pattern. Affective behavior is intrigued to liking and disliking owing the benefits the product is attached with. Customer satisfaction is influenced by perceived quality the product is attached with and it is regulated by expectations of the product or service.

Customer attitude towards a product are as a result of product information through advertisement and any experience with the product whether perceived or real.

Cognition is the judgment on whether the product is useful or not useful. Judgment is always intended use of application and use of occasions for which the product is purchased.

Intentions to repurchase

Future hypothetical behavior that indicates repurchasing the product is a measure of satisfaction. Satisfaction can influence other post purchasing trend through use of the word of mouth or social media platform.

Monitoring

Monitoring can be directed at phone, email and chat communications. Monitoring includes automated phone interactions designed by companies to help give real view of customers thorough reviews and comments.

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