Improving Customer Complaints, Feedback And Questions

You also need to create a solid structure and procedure for solving customer complaints, feedback and questions. Structure is important because it generates more coherence and confidence within the department, which in turn will help result in better customer service. If your employees are fully aware of the procedure then they don’t need to worry about what to do next. Coherence is essential because today’s customers aren’t going to enjoy having to wait a reply. Many expect a customer service query to be resolved within 24 hours. Why wouldn’t you? Your customer’s life might be unexpectedly disrupted by a malfunction in your product, for instance, and you don’t want to let their disruption last for any longer than necessary. A proper game plan for answering to customer queries will help the employee solve the issue much quicker. They can act in a more professional manner because the training has already covered the particular problem and they are confident on knowing how to solve it. Your customer service department should also have a clear system in place for the problems that require special attention. Your employees need to be able to move the problem onwards, perhaps to a high-positioned manager, swiftly in case they are unable to solve the problem. This will cut the waiting times for the customers and it can prevent the problem from escalating. But remember that a structure should not mean your customer service should become automated. You don’t want to solve aShow MoreRelatedMeasuring Customer Satisfaction Impact On Business1097 Words   |  5 PagesMeasuring Customer Satisfaction Impact on Business Successful organizations today, typically all have one thing in common, great customer service and an effective means for measuring overall customer satisfaction. Whether the industry is sales or hospitality, the customer is internal or external, customer satisfaction is the key to an organizations overall success. 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