Business > Customer Service > Business Coaching Tips - Customer Satisfaction Improvement Plan
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Pro-active Strategies
Actively look at implementing some of these proactive strategies:
1. Supplying better quality goods or over-servicing
2. Ensuring speedy delivery. If a customer orders today by direct mail, they
are always impressed if the goods are there the next day. This sets the tone
for the entire organization.
3. Offering after sales discounts
4. Realigning product development to customer needs. This could take the form
of a pro-active questionnaire that asks the customer what they liked and did
not like. And then setting a product development plan from this feedback.
5. Access to additional services or goods as a reward for being a good customer.
6. Follow up with a simple customer service call - "we care about our
customer".
7. Supply a bonus gift with the sale
People Strategies
A set of guidelines should be developed for anyone that comes in contact with
a customer. These guidelines should be backed by detailed training. The types
of people that typically come in contact with a customer include:
1. Receptionist: Develop training and guidelines.
2. Sales people: Develop training and guidelines.
3. Technical people: Develop training and guidelines.
4. Delivery and warehouse people: Develop training and guidelines.
5. Secretary: Develop training and guidelines.
6. Telemarketers: Develop training and guidelines.
7. Accounts: Develop training and guidelines.
Review what type of customers that you have, the types of issues that these
people deal with and look to develop a series of quality guidelines.
Systems - Implement and monitor the following systems
- Customer service systems
- Customer feedback systems
- Regular
training of staff
- Automated survey
- Mystery shopper
- Employee incentive to reward high customer service
- Automated CRM and access by all staff
Areas of Performance you should review
- Product quality
- Delivery
- Courtesy
- Professionalism
- Product knowledge
- Complaint resolution
- Ease of doing business
- Invoicing/Accounts accuracy
- Responsiveness to enquiries
- Stock availability
- After sales service
- Service versus expected service
Indicators (lagged)
1. Lost customers (churn rate)
2. Average value sale
3. Referrals
4. Average life time value
5. Product returns
6. Complaints
7. Customer re-order frequency
To view a diagram of a customer satisfaction map please click on the link below
©Peter Hickey Corprat ® Coaching - All rights reserved
Winner of the Ernst & Young NSW "Entrepreneur of the Year" award
in 1999
Bestselling author and designer of a number of multi award winning business
tools that are now being used by more than 60,000 companies around the world.
Founder of a software company that was listed as one of BRW's fastest growing
100 private companies in 2000. Peter successfully built the company from a one
man business to a multi-million dollar concern. The company was acquired 10
years after its inception by a multi billion dollar publisher.
Visit - http://www.corprat.com for more information on how to become a business
coach and for our free Mini MBA program or business planning service.
Visit - http://www.plansforbusiness.com for more free resources and a free business
planning software and free "how to sell your business guides"
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