Business & Performance

Reduce staff turnover

What does good customer service mean to your customer target group?

The big mistake most companies make is investing all of their resources in customer acquisition, in other words, marketing and converting new customers. But companies too often neglect to invest in the customers they already have and fail to ensure that the new customers they bring in through a campaign become repeat customers over the longer term.

Why would your customer service team work to generate additional sales?

Is it enough to simply measure customer satisfaction?

You will get the best outcome if you focus on measuring not just the customer’s needs, but also ensuring that you are maintaining a high level of employee satisfaction and company satisfaction. By regularly measuring these three parameters and following up on the results, you can ensure that your company maintains a well-functioning customer service team.

1. Customer expectations have changed

Ask the right questions

There is no standardized process for measuring customer satisfaction since all companies are different, but the most common approach is to use a questionnaire survey. This is an easy way to get an overview, whether it be by phone, email, chat or social media.

A good general rule is that your questionnaire should answer:

Your brand, customer satisfaction and profitability are at stake