Redirect your train
Sometimes, customer service representatives or other company agents are the ones giving cause for customer complaints. Training is generally a high priority for new hires, but established employees can find themselves with unanswered questions; this is another area where feedback can highlight holes and knowledge gaps. Refresher courses, specialty training, and periodic evaluations can help ensure you have agents who know their business and customers who can get answers.
Aim for a goal
Performance and company goals are always commendable, but oftentimes are set without any clear connection to the customers’ satisfaction. Feedback from real users’ experiences gives you not only a goal to work toward, but also a way to measure progress. Companies can even tie goals directly to surveys: for example, aim to reduce the number of customers who complain about wait times by half.
Make it better
Lastly, the big goal for nearly all customer feedback collection is learning how you can improve your service or products. In addition to making those improvements, you’ll also learn what areas of staffing can be trimmed or where you need to focus more resources. Reliable customer satisfaction data not only benefits a company’s leadership; human resources, management, and development departments should also be invested.
Customer satisfaction = company satisfaction
When it comes down to it, keeping customers pleased is the best business decision. Properly collecting, analyzing, and adapting to customer feedback creates an overall better experience for employees, customers, and everyone involved in a company. If you are an IT company in California supporting customers on a daily basis, be sure to keep these tips in mind.
If you are looking for talented IT professionals to keep your customers happy, contact the Armada Group today.