Sometimes things happen just as we want them to. But often we get better results if we plan the changes we want. It doesn’t mean we’ll get exactly what we plan for. But we’re more likely to get what works than if we leave it to chance. So my message today is simply that we should all plan our customer service improvement for next year.
Here are some ideas that might help:
Ask your customers these three questions:
1. What do they want from you?
2. How are you doing (giving them what they want)?
3. How can you improve?
Get everyone involved
The more people in your company who are involved in creating solutions, the more (and better) solutions you will have. Besides, the success of your company is everyone’s responsibility.
Pick one thing to improve
Whether you manage a company, a team or yourself, start your customer service improvement planning by picking just one thing. This gives you the power of focus, which can multiply your success. It’s okay to have a few other goals in reserve. But don’t focus on them until you accomplish the first one.
What are you doing to improve your customer service for 2010?
I’d love to hear about it. Please share your thoughts using the comment form or send me an email. Thanks!
{ 2 comments… read them below or add one }
Great advice!
I think you get it right in terms of what to ask your customers/clients. I also think that those with email subscriber lists should take the time to do the same thing.
I like the simplicity of using a Net Promoter Score (NPS) approach in terms of framing a customer satisfaction questionnaire. But I generally add in a couple more survey questions that help to get feedback in customers’ own words about how to improve.
For an in-depth telephone interview, your approach looks like a great way to start the conversation – though I’d still like to get a measure of their willingness to recommend the product or service to a friend or colleague.
Andy Perkins
The Customer Satisfaction Questionnaire Blog
Hi Andy – I’m a big fan of almost anything that is simple and direct and makes it easy for customers to offer feedback. Thanks for sharing your thoughts.