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
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
About Author
Peter Hickey Corprat ® Coaching - All rights reserved
Winner of the Ernst & Young NSW “Entrepreneur of the Year award in 1999
Bestselling author and designer of a number of multi award winning business tools that are now being used by more than 60,000 companies around the world.
Founder of a software company that was listed as one of BRW’s fastest growing 100 private companies in 2000. Peter successfully built the company from a one man business to a multi-million dollar concern. The company was acquired 10 years after its inception by a multi billion dollar publisher
Visit - http://www.corprat.com for more information on how to become a business coach and for our free Mini MBA program or business planning service.
Visit - http://www.plansforbusiness.com for more free resources and a free business planning software and free “how to sell your business guides.”