Protecting your biggest asset “ Your Clients”
There is no secret that in a customer – supplier relationship the customer always holds the keys to the kingdom, for now we will refer to as the “ Gold Kingdom”
The customer decides what product or service to buy and who they will partner with, and usually the decision made is based on one very important thing Customer Service.
It is so scary yet so real at just how bad customer service can be and most people have experienced this bad service and actually wondered how the company whom is giving the poor customer service is even still open.
The statement of “ the customer is always right” certainly does not apply as you can get some extremely unreasonable customers but the fact still remains that if your organisation is not focused on giving 100% excellent customer satisfaction then bet your bottom dollar that client will not stay.
Customers like to feel that you as their partner are going out of your way to help them and provide them with an excellent service or product that are paying for.
It is more than worthwhile to take the time and find out what customers have to say, have a proactive approach when it comes to your customers and the service you are providing.
After many of our own internal surveys conducted we have solid evidence that one of the best ways to gain that insightful information about your customers experience in using your company’s products or services is by conducting telephonic customer satisfaction surveys.
A small and simple task such as conducting customer satisfaction surveys will give you the feedback about your organization’s customer service that you might be missing if you do not conduct regular customer satisfaction surveys, it’s also a way of staying ahead of the competition.
If your organisation is unable to get customer satisfaction 100% right, then at least know where you are going wrong so that your organisation and its employees can work on what the key factors of dissatisfaction that has been expressed through customer satisfaction surveys.
Think of it this way, it is a given that each company will have insurance on theft or damages. In our view ,customer satisfaction surveys are the insurance on protecting your biggest asset which is your clients.
Customers speak to their co-workers, friends and families, they also voice their thoughts and opinions on social media platforms and sadly but true good service goes unnoticed or unspoken of, Bad service on the other hand is the topic of discussion and this type of gossip on poor customer service spreads like wild fire and before you know it from 1 unhappy customer you have lost many potential opportunities of new business, this can all be prevented ,all you have to do is ask your customers how they feel.
Constructive criticism is good in any aspect of life, even more so when it comes to your customers satisfaction, and therefore customer satisfaction surveys provides a platform for your customers to view their opinions and perhaps even give some suggestions on improvement.