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Customer satisfaction

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Importance of Greeting Customers Achieving a high level of customer satisfaction is a goal shared by all small businesses. Satisfied customers often become loyal, repeat customers, which are extremely valuable assets for a business. It costs much less to serve a current customer than to attract a new one through marketing methods such as direct mail or advertising. Find out Their Needs The process of customer satisfaction begins well before a purchase is made -- at the initial contact with the customer. Salespeople should be trained to listen attentively to customers and find out what their needs are. When a salesperson fully understands a customer's needs, he is in a position to recommend the product or service that best meets these needs. Satisfied customers are those who, after making the purchase, are convinced that they chose that particular product or service, not that a salesperson forced it on them. Be a Source of Reliable Information Small businesses are increasingly learning that an effective way to differentiate themselves from competitors is to be seen as the place customers can go to get complete and reliable information about the benefits and uses of products they are contemplating purchasing.

The following is a curated list of 25 different tactics to improve buyer satisfaction, from a variety of sources: 1. Seventy-two percent of respondents [who participated in a Get Satisfaction survey] are using communities to get advice on how existing products are used; 67 percent use them to accumulate ideas for new products or features from customers; and 46 percent rely on them for feedback on prototypes or beta products. A good approach to instill this attitude among your staff is to do some austere role play in which they accomplish out a few scenarios that absorb both easy-going and difficult customers. Abide by how they handle the situation after that coach them on areas to advance. Small Business Administration 3. Studies allow proven that employees often perform advance at the jobs when they air appreciated.

A large-scale study of contact-center and self-service interactions, however, finds that what customers really want but rarely get is just a satisfactory solution to their service issue. Reps should focus arrange reducing the effort customers must accomplish. But ask yourself this: How a lot does someone patronize a company distinctively because of its over-the-top service? You can probably think of a a small amount of examples, such as the traveler who makes a point of returning en route for a hotel that has a above all attentive staff. Now ask yourself: How often do consumers cut companies ample because of terrible service? All the time. Obstacles All Too Common A good number customers encounter loyalty-eroding problems when they engage with customer service. In those settings, our research shows, loyalty has a lot more to do along with how well companies deliver on their basic, even plain-vanilla promises than arrange how dazzling the service experience capacity be.

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