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How Do I Choose the Best Customer Satisfaction Plan?

Article Details
  • Written By: Malcolm Tatum
  • Edited By: Bronwyn Harris
  • Last Modified Date: 02 December 2016
  • Copyright Protected:
    2003-2016
    Conjecture Corporation
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Choosing a customer satisfaction plan that works for your business is a task that every company faces. Ideally, the plan that is selected will provide mechanisms to assess the level of customer satisfaction clients are experiencing, provide for a wide range of communication tools that can be adapted to the cultures of each of the customers, and provide the type of service and support that helps to establish and maintain customer loyalty. A plan of this type requires clear policies and procedures, as well as careful selection of technological tools and proper training for employees in order to truly benefit your business and your clients.

In order to select the right components for your customer satisfaction plan, it is important to understand what your clients want. Asking questions about how customers want to communicate with you, what information they would like to have available, and what type of support mechanisms they would like to see can go a long way toward creating a plan that meets and even exceeds customer desires. By taking some time to analyze what it would take to make your customers happy, you can decide how to allocate resources more efficiently. For example, if your clientele tends to prefer email communications or live chats online to telephone calls and site visits, structure the customer support initiate to include greater coverage of the former and allocate fewer resources to the latter.

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Technology is an important tool to incorporate into your customer satisfaction plan of action. Whenever employees are interacting with customers, the ability to access customer data in order to assist those clients must be readily available. While most customers understand that a client service representative will not normally have access to issues such as contract terms or dealing with a technical issue, make sure that the structure of your plan allows for easy transfer of the customer to someone who is authorized to access that data and help the customer. By utilizing database tools and various communication technology that makes the interaction simple and quick, customers do not feel lost in the system and will be less frustrated with the process.

Within the scope of customer databases as a key part of your customer satisfaction plan, make sure any software used makes it possible to track all activity and categorize it for easy evaluation. Since analyzing customer satisfaction data is crucial to knowing how well your initiative is working, being able to track all types of interactions and communications, ranging from concerns or complaints registered, how they are resolved, and what type of feedback customers give on formal surveys, will help simplify the task significantly. While a customer satisfaction plan does not have to be elaborate in order to work, it must include elements that make it easy for the customer to communicate, promote fast resolution of customer concerns, and allow for swift documentation of all interactions in a comprehensive customer history. Without including these elements, the customer service plan is likely to be mediocre at best, and not serve you or your customers well.

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