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May 12, 201501:27 PMOpen Mic

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Quick, easy ways to identify customer service problems

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Dissatisfied customers usually won’t come back. In fact, we’ve all heard the startling statistics of how a bad customer service story spreads so much faster than a good one. That’s why it’s so important to continually take the pulse of your customers’ happiness.

However, happiness is difficult to measure. Unlike traffic and revenue figures, happiness can be elusive in nature. In addition, unhappiness can have a lag effect on revenue that you won’t feel for months, or even years.

Fortunately, there are several easy ways to check in on your customers. Build these tactics into you customer service rituals and you’ll be the first to know about potential problems.

Just ask

The easiest way to find out if your customers are happy is to simply ask them. This can take the form of a quick question at check-out, such as “Did we measure up to your expectations today?” or “Is there anything we can improve?” These simple, quick questions can be easily tracked and may reveal things you haven’t noticed or anticipated. Another way to ask your customers about their experience is with a quick survey conducted via email or phone. The key word here is “quick.” Your survey should ask five or fewer questions, and be clear and easy to answer. Here are a couple for starters:

  • On a scale of 1 to 10 (10 being the best), how would you rate our service?
  • Will you visit us again? (yes/no)
    Why/Why not?
  • Will you recommend us to a friend? (yes/no)
    Why/Why not?

Check and encourage online reviews

If you’re not already in the habit of checking search engines for mentions of your company, add this task to your list. You should also set up alerts to let you know when your business is mentioned on the Web. Once you’ve got a handle on where people are talking about your business and have claimed your listings, ask for reviews from your customers. And remember, LOVE unhappy customers because they give you an opportunity to know something about your business that you may not have found out otherwise.


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