Business Coaching Tips - Customer Satisfaction Improvement Plan

Pro-active Strategies

Actively look at implementing some of these proactive strategies
Supplying better quality goods or over-servicing Ensuring speedy delivery. If a customer orders today by direct mail, they are always impressed if the goods are there the next day. This sets the tone for the entire organization Offering after sales discounts Realigning product development to customer needs. This could take the form of a pro-active questionnaire that asks the customer what they liked and did not like. And then setting a product development plan from this feedback Access to additional services or goods as a reward for being a good customer Follow up with a simple customer service call - "we care about our customer" Supply a bonus gift with the sale
People Strategies

CARE IMPROVEMENT

A set of guidelines should be developed for anyone that comes in contact with a customer. These guidelines should be backed by detailed training. The types of people that typically come in contact with a customer include

Receptionist Sales people Technical people Delivery and warehouse people Secretary Telemarketers Accounts

Review what type of customers that you have, the types of issues that these people deal with and look to develop a series of quality guidelines

Systems - Implement and monitor the following systems
Customer service systems Customer feedback systems Regular training of staff Automated survey Mystery shopper Employee incentive to reward high customer service Automated CRM and access by all staff
Areas of Performance you should review
Product quality Delivery Courtesy Professionalism Product knowledge Complaint resolution Ease of doing business Invoicing/Accounts accuracy Responsiveness to enquiries Stock availability After sales service Service versus expected service
Indicators (lagged)

Lost customers (churn rate) Average value sale Referrals Average life time value Product returns Complaints Customer re-order frequency

Business Coaching Tips - Customer Satisfaction Improvement Plan

CARE IMPROVEMENT