Proactively prevent customers from encountering defects.
One of the biggest self-limiting factors impacting organizational performance is weak or inconsistent customer service contributing to destructive customer satisfaction outcomes.
- Customer satisfaction is a primary reason for company existence.
- Your business rises and falls based on the customer satisfaction outcomes your team is able to deliver consistently across time - with narrow margins for error.
- Prevent customers from encountering defects.
- Search for, discover, and remove process obstacles that interfere with the real-time delivery of high quality customer service.
Employee morale, productivity, and customer satisfaction are inextricably linked.
Become Customer Obsessed
Responding to Negative Online Reviews
~ Four key response components:
- Validate and Empathize
- Acknowledge the event
- Provide an explanation (not excuse)
- Take corrective action
Remember, your response is viewed by other potential customers.
Your very carefully crafted response to one customer's complaint can resolve the customer concern and improve your brand reputation with other readers.
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