8 Steps To Develop An Effective Customer Service Strategy Today
Quadrants III and IV should be deprioriated, as improvements in those areas will not cause a major change in satisfaction or NPS.
Obtaining loyal customers is directly related to resolving complaints and handling customer complaints. Basically, the customer says what he doesn’t like or what bothers him about the product or brand, and gives you the opportunity to fix it so that the same doesn’t happen to other customers. For example, if multiple customers complain about a specific issue, you can use their feedback to improve your product or service. Or, if you’re currently working on a solution but still receive complaints from your customer Guidewire Claim Center Training base, you can create a support email template that explains in detail how you’re going to resolve it. Consumers’ urge to penalize poor service, at least easier than rewarding delicious service, is developing dramatically in both phone and self-service interactions, most companies’ largest customer service channels. In those environments, our research shows, loyalty has much more to do with how well companies deliver on their basic promises, even simple promises than how dazzling the service experience could be.
If you receive these comments online, such as a review online or through social media, you have some time to understand where the customer is coming from. This will be a little more difficult if you receive this review in real time, such as in person or via a phone call. This last situation asks you to put yourself in the place of your customer sooner rather than later and really prioritize the solution of the problem, which can only be done if you listen to the complaint and process its meaning. For a truly great customer experience, every effort should be made to fully resolve the issue during the first call.
One reason for the focus on exceeding expectations is that 80% of customer service organizations use customer satisfaction scores as the primary measure of customer experience measurement. And managers often assume that the happier customers are, the more loyal they will be. But like others before us, we find little relationship between satisfaction and loyalty. Twenty percent of the “satisfied” customers in our survey said they planned to leave the company in question; 28% of “dissatisfied” customers planned to stay.
Let’s take a look at 5 specific strategies below that help improve a customer’s experience. If you want to know why you received a complaint from a customer and resolve the issue to retain that customer, use this five-step process to handle customer complaints. Make sure your employees are well acquainted with your products and services, as well as trained in customer service.
If the above happens to you, you can assure your customer that customer service agents receive training. And make sure you address these types of issues with the employee as well. Another interesting finding is that there was a slight increase in satisfaction when policyholders switched from using one to two channels. Subsequently, there was a significant drop in overall satisfaction with the claims process by using three or more channels. It can be implied that if policyholders did not resolve their issues through the first two channels, they had to find other ways to reach a service representative, which therefore negatively affected their satisfaction level. Figure 3 further classifies each driver into one of four quadrants, combining both sets of satisfaction measures.
Bell Canada addressed this challenge by extracting its customer interaction data to understand the relationships between different customer issues. Using what it learned about “event clusters,” Bell began training its representatives not only to solve the customer’s core problem, but also to anticipate and address the next common issues. For example, a high percentage of customers who requested a particular feature called back for instructions on how to use it. The company’s service representatives are now giving a short tutorial to customers on important aspects of the feature before hanging up. This type of forward resolution allowed Bell to reduce its “calls per event” by 16% and its customer revenue by 6%.