Customer Service Questions Business Owners Should Ask
Your question is very important for any business owner. According to Harris Interactive, as much as 85% of customers leave because of poor service. This startling statistic directly affects the sales any organization. Improving its numbers requires improving the customer service provided by the company. Here are vital questions you need to ask:
Are we addressing customer needs?
Here’s the basic truth in business – without clients your business will fail. Unless you address clients’ needs, you will find your company in continuous downfall. Allow me to put it in a different perspective: HAPPY CLIENTS good for business; UNHAPPY CLIENTS bad for business.
If you answer to this question in the affirmative, you are on the right path. However, if not, then you should consider what your clients truly needs.
Looking into client needs is not just looking into their current status. Rather, taking into account changes that will affect customer preferences is a major part in a business. Here are some of the things you need to consider:
· Trends in the industry
· Improved customer communication
· Retention programs for clients
· Enticing new customers
· Economic and societal factors
These are just a few of the consideration, but it’s a start for any business owner. Customer satisfaction starts with providing clients what they need.
What feedback system is in place?
In a world where information can dictate a business’ rise or fall, companies need to create an efficient feedback system. This is most important with customer opinion as it determines possible trends and areas of improvements. So it’s just logical to ask if your company has a feedback system in place. If not, you’d better start creating one. Of course there are the usual surveys, feedback forms and client interviews. Regardless how you get it, make sure you use customer feedback wisely and promptly.
Do employees have the right knowledge and skills?
Many customer complaints stem from employees who lack even the basic knowledge about their products and services. Also, many customers get irked by the way they are treated. Suffice to say, poor employee knowledge and skill translate to unsatisfied clients.
So what measures do you take so that your employees have the right knowledge and skills?
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How efficient is our internal customer service?
One missing ingredient in many companies is the effort taken to improve internal customer service. Of course, external customer service is important, but looking inward is likewise essential. Customers do not care what happens within the organization. To them, it’s either you provide good service or not. Unfortunately, how we deal with internal customers can affect our external customers. As such, improving efficiency within the organization will improve how you deal with external customers.
The hype on customer service is astounding. From the customers’ point of view to customer service trainings to business organizations’ strategies, Customer service is a constant topic of interest. But do business owners really make an effort to improve their customer service?
The questions above can shed light on how serious companies are when it comes to providing exceptional service to clients. Just remember, without customers, business will fail.
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