If there’s one thing that we would like to receive after implementation, that would be our user’s big smile of satisfaction.
If your main product is service, it is a must that you provide your client a guaranteed response time, feedback and resolutions hours.
Although there are a lot of tools in delivering customer’s satisfaction especially in the software industry, one is thru Service Level Agreement (SLA), FAQs, online help, knowledge base, email, phone, chat, ticketing systems and other Customer Relationship Management (CRM) tools, Hilsoft Inc., has its own way of delivering customer satisfaction:
- Stimulate Purpose — always bear in mind your purpose. This will always be the main motivation to deliver service. Be excited. It should be the main reason you get up in the morning to go to work.
- Communicate — establish a relationship with the customer thru constant communication. Acknowledge every email, text or call. Keep promises. Use those ticketing tools above to keep promises. Deal with them as a person and not as a company.
- Apologize — Nothing beats honesty. Admit mistakes and say sorry. People understand the nature of things and that is, we are not perfect. Even big and world-class organizations fail from time to time but the important thing is that you don’t give up on your customer. Make them feel you are with them for better or for worse.
- Listen — customers get pissed off when they keep on repeating themselves. Ensure you have a pen and paper when talking to them. List down discussions as detailed as possible and repeat what they said for confirmation. Feeding their need to be heard is like feeding them food when they are hungry. If you disagree on something, its okay to say no but make sure you understand the importance or severity of their need. Tell them that you’ll sleep on it and will get back to them. Submit minutes of the meeting always. They’ll be glad to know that you document everything you have discussed.
- Surpass expectations — The first time you surpass their expectations, you’ll be with them forever. Be effective and efficient. Deliver on time. Buy them lunch or coffee. Be consistent.