Increasing Customer Satisfaction

Excellent customer service is the key to success. High quality service comes from unique mixture of skills and behaviors supported by organizational systems and structure. Many organizations focus on the improvement of skills, systems and structures without identifying predominant behaviors in customer service that shape the perception about quality, affect customer satisfaction, loyalty, and advocacy.

Analysis and Assessment

Measuring customer satisfaction is used for:
•    Identifying how customers are being treated to better understand why they are satisfied or dissatisfied
•    Understanding the impact of organizational culture on customer service
•    Validating the need for change on the part of service providers and improving the quality of the service they offer
•    Monitoring the effectiveness of initiatives to improve customer service

The analysis covers three basic dimensions:
1.    Satisfaction – Does the quality of service meet customer’s expectations?
2.    Customer Loyalty – Is the customer likely to do repeat business with you?
3.    Word-of-Mouth – Would the customer recommend your organization to others?

With this assessment your customers/clients describe certain behaviors or “styles” that sales agents, customer service agents and employees working with clients on daily bases use.

Development

Improvement of customer service implies development of a large number of employees, especially those working directly with clients. Their development is mostly focus on developing constructive behavioral styles, enhancement of communication etc.

Evaluation

After implementing action plans, next step is evaluation, i.e. repeated measuring of customer satisfaction. New results are compared with previous results and the change team suggests guidelines for continuation of development.