In An Organization, Who Is Responsible For Customer Satisfaction?

    It would be easy to say that head office employees are responsible for customer satisfaction. Well, the truth is that the production team, the supervisor, and the shipper all have their roles in making sure customers get what they order.

    How can you take responsibility to increase customer satisfaction?

    • Good service starts with a question. Ask enough questions to find out what will make your customer happy. Do not assume anything – if you deliver the product early, they might have planned on being there when it arrived only for us not delivering until after their return from vacation! Some good expectation-setting questions might include:

    a) When do you want the delivery of the product?

    b) Why are you buying this particular service, model, color, etc.

    c) How would you describe a perfect scenario where you rate our services 10/10

    • Make sure you summarize your meeting with them verbally. Make it a point to summarize what just happened in an unbiased, honest way without leaving out any details or forgetting anything important that was said during the discussion.
    • Do what you say, don’t promise more than possible. If there are deadlines or requirements that can’t be met, then let the customer know upfront, so they do not get surprised at a later date when their expectations aren’t met; an unsatisfied customer is worse than no one at all.
    • It is important to follow up with a letter outlining the customer’s understanding of what they want, need, and expect after your meeting. Confirm in writing that these expectations will be met; if not possible, then explain why it can’t happen and offer another option for how we might help instead.
    • If you are a business, it is always important to communicate with your customer prior to delivery. When calling or emailing them, just make sure that they know what’s happening, so there aren’t any surprises along the way!
    • After the delivery, ask them how your services were?
    • Be polite to a fault.
    • Send a card to say thanks for making a purchase from you.
    • Call them at regular intervals to stay in touch.
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    Imelda worked for a decade in finance, in an international Fintech company where she experienced all the best technology and advancement can offer finance companies. This inspired her to create a platform where she may help others who can make good use of sound business ideas that may help businesses flourish.
    Imelda worked for a decade in finance, in an international Fintech company where she experienced all the best technology and advancement can offer finance companies. This inspired her to create a platform where she may help others who can make good use of sound business ideas that may help businesses flourish.

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