Customer satisfaction, or C-SAT, is used as a key performance indicator of customer perceptions and a strategic differentiator in a competitive marketplace. Organizations of all types want their customers to be satisfied. However, wanting satisfied customers and delivering service that exceeds customer expectations is not the same thing. Here are three elements that have a direct impact on customer satisfaction:
- Setting expectations. Expectations are the benchmark against which customers gauge their own satisfaction. To use an airline analogy, a customer purchasing a first class ticket may be disappointed with business class service. Conversely, a customer purchasing a coach ticket may be highly satisfied with business class service. Setting customer expectations about the level of service they will receive—then exceeding these expectations—is a key element in maintaining high customer satisfaction ratings.
- Delivering consistent service. Customer satisfaction is also a function of the consistency of service offered across multiple touch points in the organization. Consistency refers to the process used to handle queries, the language used to interact with the customer, and how issues are escalated. Getting consistency requires training and coaching for frontline agents and managers across the organization. The benefits of the training investment are satisfied customers, reorders, referrals, and increased revenue.
- Using positive language. Positive language is one of the post powerful tools for increasing customer satisfaction. Letting customers know what you can do rather than what you can’t; emphasizing the positive benefits rather than the negative; focusing on a solution; these are all techniques to create a positive atmosphere around the customer interaction. That positive atmosphere translated directly into higher customer satisfaction scores.
To benefit from these and many other customer satisfaction improvement techniques, go directly to our customer satisfaction skills programs or call us at 800−545−9003 and ask about these world-class programs.