Josh Melick, who is an authority on developing and implementing business strategies, has created a guide for businesses to provide a higher level of customer service. In order to increase their customer satisfaction scores.
Melick’s first strategy to raise customer service scores is for businesses to offer concierge-style services which add a personal touch to customer service experiences and which ensure that every customer feels valued. One particular company which has successfully implemented this strategy is Apple, which is known for its Genius Bar. The key, according to Melick is for businesses to provide positive customer service experiences that will help businesses differentiate themselves from their competitors.
Business owners should note that concierge services don’t need to be free and that businesses should not be afraid to price their concierge services accordingly. For example, Apple charges its customers to book appointments at its Genius Bar and actually generates a lot of revenue from its Genius Bar. As customers love the service which they get from Apple’s Genius Bar they also leave Apple’s locations around the world in a positive mood and are likely to continue purchasing products and services from Apple in the future.
Josh Melick also believes that businesses should also simplify their systems so that they can quickly pull up information that their customers may request. For example, if a customer asks a question about their account, a business’ systems should be simple enough that the customer service agent which is working with the customer, can quickly access the right information to answer their query. Furthermore, customer service agents should also be able to use links between systems to find out the original location of each piece of data. As sometimes they may be required to alter pieces of information in the master system, to which the rest of a business’ systems are all linked.
Melick advises businesses to start managing all of their data in a secure, cloud-based system. That way there is no confusion about the location of key pieces of data. Such as customer records.
Another strategy that Melick backs is for businesses to carefully choose the customer service options which they offer so that they can concentrate on supporting a couple of effective customer service platforms. Melick believes that one customer service option which every business should offer is a modern chat-based messaging system. Especially as demand for phone-based customer support has decreased in the past few years in favor of chat-based messaging systems.
Another customer service option that every business should offer is email support. Those businesses who do opt to use email-based support, however, should ensure that every email is promptly answered within one working day. As customers expect speedy replies and are more likely to continue doing business with a company which gets back to their emails quickly.
So although businesses may face a plethora of challenges when it comes to trying to increase their satisfaction ratings, if businesses plan properly, they should have no issues increasing their customer satisfaction scores.
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