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Six Secrets of Outstanding Customer Satisfaction

» Introduction
The following are six customer service secrets for winning back customers, increasing customer satisfaction, and increasing your bottom line.
» Step 1
Customer Satisfaction Starts with a Positive Attitude – Look at any customer satisfaction situation as a challenge and an opportunity to learn and grow, and take care of the customer’s needs. Start with a positive attitude that says, “I want to help you and, together, we will find a solution.” I always say, “You never know who is watching you, so always give them your best face.” Because I had a positive attitude in the above situation, I put on my best face when interacting with the women in the elevator, and this led to a positive impression of me with the senior vice president.
» Step 2
Listen with Empathy – Put yourself in the customer’s shoes, experience his/her pain, and communicate to the customer you understand the pain. You can communicate your understanding of their pain by saying, “Thank you for sharing your concerns with me. If I were in your shoes, I would feel the same way.
» Step 3
Take Ownership of Customer Satisfaction – Don't make excuses for what happened with the customer. Apologize and take ownership for what happened with the customer. The sooner you take ownership of the customer satisfaction challenge, the sooner you can take ownership of the customer satisfaction solutions.
» Step 4
Communicate Your Customer Satisfaction Plan of Action – Let the customer know what you are willing to do to take care of his/her concerns. The customer becomes frustrated when he/she feels uninvolved or uncertain as to what you are planning for the customer satisfaction solution. Ask for the customer’s commitment to the plan before proceeding with the action. My plan of action started when I told the customer that I was going to take the subway immediately to meet with her, and the complete customer satisfaction plan was communicated during our first meeting.
» Step 5
Take Action – The most important customer satisfaction secret is taking action. You can go through all the other customer service secrets and if you don't take action, all your actions and credibility are lost. You increase customer retention and customer satisfaction when you make sure you deliver more than what is promised. Act quickly, act with a quality solution, and act with integrity.
» Step 6
Ask for the Business – During the customer satisfaction challenge, I expressed several times that I valued and wanted her business. This let’s the customer know that you don't take his/her business for granted. It’s even more important that you express to the customer that you want his/her business after the customer service situation is resolved. You can also give an extra incentive to the customer for acting now to continue giving you the business. It can be as simple as a discount coupon or some other special offering.

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