Satisfied Customers ? – One simple question

In all the many and various ways of measuring customer satisfaction here is the one simple question that you should be asking ; ” How likely is it that you would recommend us to a friend or colleague? ”

It was obvious really, because we are more likely to tell it like it is to the people we care about. But it took some serious research by Bain & Co and Fred Reichheld the author of The Loyalty Effect to convince us that this is so.

This work underpins the metric called NPS – Net Promoter Score which is a simple and effective way to find out just how satisfied your customers really are.
Bain & Co explain why they call it the One Number to Grow here

Service with Humility

Here is a little disposable paper coaster that has no great ambitions other than to serve. It is not exactly representative of the service level that people are willing to give these days.  Neither should it be. The world has changed and the giving of service is a least partially dependent on how reasonable the client is.  Cheers!

You Never Stop Selling – Service & Social Media

This great article from Forbes makes the point that in the new world of social media your customers remain buyers, all the time.

“Customer” is an artificial label for counting and segregating buyers that have purchased your product.  The notion of “customer lock-in” is, in today’s world, a myth. Customers don’t stop evaluating their purchases or their vendors just because they bought. It’s actually the opposite; buyers are always buying even when they’ve just bought”.

Social media can help to find out what the buyers are saying and feeling.

How To : Give Bad News to Customers

What do you do when you know that you have not met your service aims?
How can you limit the damage done to the relationship with your customer?
Here are some of the ways to lessen the pain.
Before you break the bad news ( before the conversation)
  •  Look for a workaround or other temporary solution
  • Think about how you escalate this to management a service/other escalation next step and plan this ( with management?)
  • Acknowledge your negative emotions, but decide not to display them. 
  •  Expect some conflict or unpleasant reaction
  • Consider if this interaction may just be damage limitation 
  • Try to handle the conflict in a private setting 

As you break the bad news ( during the conversation)

  • Let the customer vent – do not interrupt 
  • Empathize
  • Be ready to explain fully if that is requested
  • Apologize ( in many cultures)
  • Offer escalation before it is requested
  • Consider offering compensation before it is requested 
  • Be ready to reaffirm the importance of the relationship
  • Make sure to follow up when things are calmer

Customer Care Skillset for Pros

How good are you at handling customers?

However good we are, we can always get better.

Take a snapshot look of where you are at the moment and where you could grow.

1 = not currently part of my skill set
5 = a strong part of my skill set at present
1.I realise the importance of service to the success of the organisation.
1   2   3   4   5
2. I include customer service in all aspects of my job.
1   2   3   4   5
3.I adapt my service approach to my different customers.
1   2   3   4   5
4.I feel I am continuing to gain knowledge and skills in customer care.
1   2   3   4   5
5.I adapt my speaking to better communicate service.
1   2   3   4   5
6. I know & use my organisation’s service models and processes well.
1   2   3   4   5
7. I am confident that I handle conflict well.
1   2   3   4   5
8. I feel I use listening skills well.
1   2   3   4   5
9. I feel that I am flexible in my communication style.
1   2   3   4   5
10. I am very solution oriented in my approach.
1   2   3   4   5
11. I am always courteous in giving service.
1   2   3   4   5
12. I am open to the subject of customer care skills improvement.
1   2   3   4   5