When you are a Customer Service Representative or a Customer Service Manager, your satisfaction scores are usually something you take pretty seriously. There is something about being rated that creates that extra pressure. However, sometimes you may feel like you are giving a 100%, but your scores are not really reflecting it. Here are 10 things you can do to take your satisfaction scores to the next level:
- Don’t assume that the answers you have are the answers the customer needs. Also, don’t assume that what the customer wants is what he really needs. Always try to get more information about the process that the customer wants to implement and make sure the suggestion given is not only helpful to solve the customer’s problem now, but also useful to the customer’s business in the future;
- Always confirm that the customer implemented your suggestion whenever you have the chance. If you can access information internally to confirm that, you should check that before following up. Caring about how exactly our suggestions worked out for the customer makes a difference to them and can improve the empathy they feel towards us;
- If you work for a B2B business, when a customer reaches out, you should worry, not only about helping him with that specific issue, but also help his business. You need to take into consideration if what you are suggesting will benefit his business as well. You should always look at yourself as part of the business of the customer and help him to make money with your product, because that will also mean more money for your company. Helping him to find the best practices, processes and workflows will improve his efficiency, his satisfaction and his willingness to continue the subscription. You should act like a consultant of their business sometimes, not just a support representative that answers questions, because that is what will distinguish you from the other competitors out there. That is the human touch not only in the form, but also in the spirit;
- Put yourself in the customers’ shoes. Try to understand what he is going through, how he and his business are being affected and what things could help. Knowing the customer context is really important to give better solutions. Real Estate companies are really different from Tech companies or Distribution companies. Understanding the specific needs of different types of business will help you to be better prepared to help other customers in the future and understand more about your product and how it can serve your customers;
- Manage expectations. This is so important. You need to think that there is someone on the other side that needs to know what you’re doing, because he can’t see that. Say that you are investigating and how much time it will take, say that you are escalating and say how much time it will take. If you say that you will follow up at the end of the day, then follow up at the end of the day, even if the issue is not yet fixed. Communication is key;
- Follow ups also matter. When you are following up the next day, always try to customize your follow up, especially if you are still waiting for an answer from the customer, if you are not sure if the problem was fixed or if you still need to get more information to troubleshoot. A general follow up will not get the customer to reply. If we clearly say why we are following up and what we need to move on, the customer will be reminded of what was being discussed and he will probably follow up sooner;
- Send more customized content overall. Show the customer what you are trying to explain with customized videos or screenshots. Customers enjoy when we are specific with the examples we show. Sending general support articles is good, but it can’t be presented as the final solution you are offering;
- When the customer asks for something which is not possible to do with your product, the conversation does not need to end there. Ask the customer exactly why he was looking for something like that and how he envisions your product in the future to be able to respond to that need. The customer will see that you are interested and you will also have specific feedback to share with the Product team, which will be valuable for your company. In these situations, also try to think of what else you can suggest to the customer that could help him, even if that is not quite what he was looking for. This way, you can help him find something that would help him in the meantime, even if it does not serve 100% of his needs;
- Watch your tone. You may follow all of the points above, but if you don’t do it with a proper tone, then it won’t have the same effect on the customer. First thing you should be doing is analyzing the tone of the customer: is he really straightforward and practical? Is he informal and likes to tell jokes? This will determine how you can adapt your communication to him. However, regardless of the customer, always be respectful, positive and solutions-oriented. If the customer senses this from you he will feel way more supported;
- Stay responsive. There is nothing worse than being “on hold” forever or to receive a reply to an email 1 week later. The time matters, so find ways that will help you with this. Organize your workplace in a way that will help you be more productive. Have the material ready for the types of inquiries which are more common. Use shortcuts to help you find the information faster. Record videos if it is going to be quicker than typing.
Hopefully these tips will help you improve your customer satisfaction score. If you have other tips, feel free to share them in the comments!
André Vidal 