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In reality, it is difficult to achieve 100% customer satisfaction simply because not every customer is the same. Some customers may not like the way your service is rendered, some customers may not like the product. In such cases, it is difficult to satisfy all the customers based on their respective demands. That being said, it is important to define policies and procedures that are flexible enough to not hurt any customers when their demands are not met. Therefore, it is important for any organisation to keep customer satisfaction as their primary motive while defining their policies and procedures. This way it will help ensure following the policies and procedures a 100% without sacrificing customer satisfaction.
Stick with policy and procedures. If your company is not satisfied with the customer satisfaction percentage as result with you sticking with the policy and procedures, then have your policy and procedures amended until you get just the right percentage. The point here is you will never get% customer satisfaction without getting your business bankrupt. Because there will always be that client who will want to get your service/product for free.
Im sure that every company will have their Policy and Procedures to provide a 100% Customer Satisfaction. and that is the reason why Policies and Procedures are in place.
1. Speed is critical. Customers expect a 24 hour response time. They are delighted when they hear from you within 6 hours and amazed by a 1 hour response. The faster you respond to your customers the easier it becomes to close a sale or solve a problem. Failure to return a call or email is inexcusable.
2. If you don’t have an immediate answer, quickly inform the customer that you are working on their inquiry and will get back to them soon. Then do it!
3. When responding to a customer complaint always begin by assuring the customer that you will fix their problem. This immediately removes the adversarial relationship that can lead to messy and expensive confrontations.
4. Always offer the customer choices. This is particularly important in problem situations. If you offer your customer 3 or more possible solutions they will feel included in the eventual resolution. Also, you will be surprised at how often the solution selected is not as expensive or burdonsome as the one you thought they would demand.
5. Never answer a question by telling a customer something is “company policy.” All responses must make logical sense to both you and the customer. If you can’t reasonably explain the company policy either you need more information or the company policy needs to be changed.
6. The object of problem resolution is not to “satisfy” the customer but to “amaze” them by going above and beyond their expectations.
7. Mistakes and problems always result in opportunities to create long-term loyal customers by exceeding expectations.
8. Transforming an “angry” customer into an enthusiastic advocate is always worth the cost.
9. The resentment felt by an inconvenienced or frustrated customer can be transformed into gratitude and long-term loyalty by a small compensation offer – especially when the customer realizes that the circumstances were beyond your control.
10. Unhappy employees cannot create delighted customers.
Policy and procedures should always ensure 100% customer satisfaction.
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