How do we know if our customers are unhappy with the services received from the organisation?

With today's online forums and social media, it would be hard to think that customers are not chatting about your organization.  

Beyond what customers share, in public channels, regarding your company, its products and its services, there are several ways to "solicit" for this feedback.  The simplest is at the time of the close of the transaction.  Employees should ask if the customer is HAPPY with the way the transaction went and if they would TELL others about your products or services.

Another way would be, depending on the repetitive need for your products or serices, to look for repeat customers and transaction trends.  Numbers tell a compelling story.  IF sales trends are falling, there are issues with the related products or services.  Understaning the issues will help identify potential customer dissatisfaction and correct the problems.

Lastly, talk to your employees and front line managers.  It is IMPOSSIBLE for customers to be unhappy and the employees not know about the issue.  IF employees are not telling, observe them and the customers.  You may discover that there are either personnel, management or process issues that need to be corrected.

CNPS to guage customer satisfaction and feedback into Service Improvement Plans. 

Build satisfaction survey and metric tracking into your support ticketing systems. 

ROI measured via KPI's/SLA's

Ultimately, account manager engagement on a regular basis is usually the first indicator of customer satisfaction.

Good customer relations are important for the business growth, and the focus of all modern management thinking and strategic business practice has to be the customer.  An unhappy customers brings bad reputation to the business and it only takes one unhappy customer to speak to 15 or more of their bad experience to put an end to the business.  Hence to offer a good customer experience is important to the organisation. People are no longer interested in knowing the brands of the business. Online remarks build up and make the company look bad.  Face book and twitter have plenty to say because of the bad experience in the company.  All this is due to the company failing to deliver the customer the requirement.

Common sense suggests that keep your customers happy and your sales will continue to soar – neglect them or take them for granted and your bottom line will suffer accordingly.

But we must expect and welcome complaints, so my advice is that to respond to a customer who has several legitimate complaints you must keep these six rules firmly in mind.

Rule One:

Listen with understanding & sympathy. This diffuses anger and demonstrates your concern. Tell the customer something such as “I am sorry you have been inconvenienced. Tell me what happened so that I can help you” It is vital to show a sincere interest and willingness to help. The customer’s first impression of you is all important in gaining co-operation.

Rule Two:

No matter what or who caused the problem, never, ever blame or make excuses. Instead, take full responsibility and the initiative to do whatever you can to solve the problem as quickly as possible.

Rule Three:

Paraphrase and record what the customer tells you. Whenever you hear an important point say “let me make sure I understand; you were promised delivery on the 10th and you did not receive the product until the 1st of the following month. Is that correct?”

Rule Four:

Find out what the customer wants. Do they want a refund, credit, discount, or replacement? The customer is complaining because he/she has a problem and wants it solved as quickly as possible. Find out what their problem is so you can work towards it and not towards a solution they do not want.

Rule Five:

Propose a solution and gain the customer’s support. When the customer tells you what he or she wants the solution is usually obvious. State your solution in a positive manner. “I will be happy to give you a full credit for it or other merchandise. Is that acceptable for you?” If it is acceptable, act promptly.

Rule Six:

If the customer does not like your solution, ask what they would consider a fair alternative. Never let a customer lose face. If you cannot meet their request, say so, but never say they are wrong, and never get into an argument with a customer. It is vital to be considerate of the customer’s feelings and to be courteous. Sometimes the customer knows full well that there is nothing you can do. All the customer really wants is someone to hear and respect his or her point of view, and you can always give them that.

In Summary:

Do remember that, a customer’s loyalty is only as strong as the success of their last contact with you.

Through their reactions, feedback, follow-up after sales service and if we could not get repeat order.

When the customer doesn't answer our phone calls, and doesn't ask for new requests are some signs of customer dissatisfaction.

The account manager should schedule an appointment with the customer to discuss his suggestions on how to improve the service provided to him.

• Customer service has always been an important part of developing brand loyalty, in fact, it was the center of the business model that allows companies.
• periodic survey of the customers to determine the success rate and review the gaps with continual service improvement leads to happy customers.

It shows negative facial expression and body language

Periodic Survey with the Customers to determine the Success rate and review the gaps with continual service Improvement leads to Happy Customers.

Thank you for the invitation. Once the service is completely provided  a direct question must be asked to the customer regarding his feedback. Generally, there are two ways to discover the unsatisfied customers:

Face to face situation: body language - facial expressions - on spot survey or complaint form

Over the phone situation: direct questions through a survey and collect the result

Face expressions and negative reviews.