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Archive for May, 2009

A Guide to Achieving that Fifth Star in Customer Satisfaction

When it comes to Customer Satisfaction, the more you give, the more you get. There are many ways of ranking businesses and services, all of which take different aspects of the business into account. Perhaps one of the most widely recognized ranking systems is the Five Star Ranking. The higher the level of customer service/satisfaction, the higher the number of stars awarded. But how exactly do these hotels, restaurants, and other such establishments meet the criteria required to become one of the elite? There are many different theories as to how to accomplish this, all of which lead to the same place: keeping the customer happy.

Good customer service is something that can help your business flourish. There are certain steps, which if taken can definitely help move you closer to that Five Star rating. It is imperative to form relationships with your customers. If done correctly, the customer will feel comfortable, and is more likely to return in the future. A good salesperson is able to sell a single product or service; however, it is the customer service that will enable them to continue doing business with the customer. Also, the more pleased the customer, the more likely they are to promote your business amongst family and friends. Here are a few characteristics which help illustrate a Five Star rating.

A five star business will always keep the promises they make. So, if the customer is told to expect a delivery on the fifth of the month, they will receive their package on the fifth of the month. While certain businesses have every intention of keeping their arrangements, a five star business will keep their word. This can be applied not only to deliveries, but appointments, returning phone calls, and other such services. If you say you are going to do something, do it! People tend to get irritated when they are promised something and it doesn’t happen.

The ability to listen to customers is another trait prevalent within five star businesses. Listening to customers is a key in any business. By acknowledging the customers likes and dislikes it becomes easier to create a relaxed environment, making the customer more comfortable. If a customer has a complaint or a problem, listen to them the first time. Don’t make them repeat themselves just because you happened to be on cloud nine, as this will annoy them. Instead of pushing product/services on them, respond to their needs. Demonstrate that you are there for no other reason than to assist them in any way you can.

Another crucial element found within five star businesses is the notion that you’ve never done “enough”. Staff members of five star establishments consistently go out of their way to assist even when there is no immediate benefit. If there is something that can be done to assist the customer, even if it has no profit towards the business, the staff is always willing to assist. Having a friendly and knowledgeable staff is imperative to a five star business. These are the people that will be coming into direct contact with the customer. Individuals who are willing to take the extra step and provide a little extra care are the components which help gap the space between four stars and five stars. Instead of pointing to the back of the store, lead the customer back there and physically show them the item. Stick around to answer any questions they may have as this will demonstrate your interest in assisting them. Even if the customer decides not to purchase anything, depart with them the same way you would any other customer. Throw a big smile at them. Express your thanks for them utilizing your services and encourage them to come back anytime!

Overall, it is by following guidelines such as these that an establishment can bridge the gap between a four star and a five star service. Customer service is the key to maintaining customer satisfaction, and overall success