Are Your Customers Satisfied?

Active Customer Service

Active Listening is the key to good Customer Service.

This article argues that every member of your company should train to be an active listener.

Do you monitor how satisfied your customers are with the service or product provided to them?

If you do great, if not, you definitely need to start.

Maintaining Customer Loyalty

The reason to maintain customer loyalty is obvious, look at all the competition that is in the marketplace.

Customer loyalty to you and your product or service is a key component to maintaining a successful business.

Where to begin?

Begin by improving your and your companies listening skills at all levels.

Every Contact Counts

Every contact made by you or your personnel via the internet, phone or in person is a potential "Customer Moment" and can provide early indications of potential problems.

I mean everybody, from the dock to the boardroom; train yourself and personnel to listen.

Listen to what may be considered a trivial or off the cuff comment, document it and discuss it internally.

These comments may actually become a real customer issue, and if dealt with sooner rather than later will build customer satisfaction and loyalty.

Customer Information Feedback

Next, develop a feedback system that supports the collection of customer information and can even provide a response mechanism when required.

To implement this system, you will need to assign a person or small team to decide what is best for your business and customer base.

You might even engage some of your faithful customers in this project.

Active listening to your customers is not easy at first, but you will recognise the power and monetary benefit of avoiding customer complaints and heading off problems before they escalate.