Summary and adaptation of the book Customer satisfaction. The other half of his work from Dru Scott, Ediciones Granica.
Think about your reaction if a waiter comes to your table at a restaurant and announces
"You had a great dinner!"
Perhaps you will smile at the painting, because you are used to being asked,
"Did you enjoy your dinner?"
In this case, the waiter allows you to decide if you are satisfied, instead of telling you what he thinks.
You are deceiving yourself and your customers if you are content with just customer service.
To do superior work you need to go beyond this.
The provider defines the customer service; but customer satisfaction is defined by the customer.
Once you understand this subtle but important difference, it will create motivation, creativity, and dedication.
Setting specific goals (and achieving them) will pave the way to motivated customer satisfaction. A practical system for negotiating mutually agreed goals begins with identifying what you and your customers expect and need; then determine what kind of supply you can offer them.
By focusing on satisfaction and learning how to give it, you will build trust and stimulate more satisfaction for you and your customer.
«I give a good service; but customers don't appreciate it! "
This statement underscores the subtle danger of focusing only on customer service.
Such concentration loses the vital focus of what satisfies him.
A case:
A maintenance technician claimed that certain kinds of repairs done in a couple of hours were "the best of services."
Then he began to take into account what the customer might think about which "is the best service." By questioning them, he learned that some expected him to report every thirty minutes on the progress of his work. Others simply wanted to know when it would end.
The technician still provides excellent service, but spends more time with each customer to make sure they are all satisfied.
Check customer satisfaction
A company may say, "We know we do a good job, because we have done it for years."
But that company never knows how good it is at its job until it does a customer satisfaction check. You can hear: "I know they are satisfied!" "If they aren't, they are always complaining!"
Again the provider never really knows.
Some customers will complain to dozens of people without ever telling the company providing the product or service if the company does not genuinely ask about their satisfaction.
Another dangerous comment is "I know what they want!" This approach often causes problems, because a customer receives a product or service that is not what they expected.
A case:
An employee of a woodworking company said, “I always knew we had to do a good job; but it never bothered me if I had to go back to the job site two or three times before finishing the repair.
Then our group began to get feedback on the orders placed with us. Our clients were asked, "Was the job finished on the first visit?" Usually the answer
was "No!"
“My foreman had told me to finish everything on the first visit, but I didn't think it was important. I only realized how important it was when our department started putting 'work done on first visit' into the customer feedback model. "
“Although we believed we were doing a good job, our clients reported that they wanted the repairs completed on the first visit. Now, before I go, I call the person who made the order and ask him to know what kind of tools and materials I have to take with me. And with customer feedback, my manager spends less time telling me how to do things »
Customer feedback makes work easier!
A practical system for obtaining feedback
When you ask for feedback it will help keep your priorities in order; But this is not always easy, even with those with whom you work most closely.
They may think that you should automatically know how they feel about the services you provide; Or, they don't like to give a negative opinion that "might hurt your feelings."
This often ends up wasting time as important information is not communicated.
Use this system that can be adapted and used by everyone:
Three Advantages and Three Disadvantages
One way to get customer feedback is to say,
"I would like to make sure my work is up to what you expect, could you tell me three things you like about my job and three things that need improvement?"
By asking the pros first, you encourage people to put those valuable cons on the table so that you can do something to improve them.
Sometimes people hesitate to ask for opinions because they believe that by asking the client will not stop complaining and demanding. This happens very rarely. Most people are pleased to be asked for their opinion, and their comments are moderate and helpful.
Continual feedback will build a productive foundation for you.
By being deprived of continuous feedback, the impact of complaints is tripled. The impact of a single complaint can cloud all the good work done in previous transactions with a customer.
Get continuous feedback from your customers. Here is a questionnaire to help you come up with some ideas for a systematic feedback mechanism:
Model Questionnaire
Which of these questions would be the most useful to ask the customers your company serves?
| Do we keep you well informed about the status of the work we are doing for you? | ||||
|
Absolutely |
Something |
Usually |
To a small degree |
Completely |
| How often do we meet the agreed delivery dates? | ||||
|
Never |
Seldom |
Sometimes |
Usually |
Always |
| How would you rate the quality of the work we complete for you? | ||||
|
Unsatisfactory |
Poor |
Acceptable |
Okay |
Excellent |
| How would you describe the cost of the services we provide you? | ||||
|
Too expensive |
Somewhat expensive |
Acceptable |
Reasonable cost |
A good price |
| Do we check well with you to make sure we know exactly what your needs and expectations are when placing an order? | ||||
|
Absolutely |
Something |
Usually |
To a small degree |
Usually |
The best kind of customer feedback is:
- Continuous Specific Focused on the customer who will be the last user Focused on a limited number of vital signs Punctually available Available to all key personnel in the organization regardless of their level Represented by a graphical line. When results are achieved, the line goes up
Talk about customer feedback
To get the most feedback follow these three rules:
- Talk about successes Talk about specific things Talk daily
As feedback is an important motivational method for work groups, write a few words in the space provided and discuss with your manager and your work team:
Considering that our work is oriented to solving problems and satisfying the needs and expectations of our clients, why is it so important to talk about successes in customer satisfaction?
____________________________________________________
When we receive feedback that our work has satisfied customers, it is easy to ignore it, why is it so easy to ignore positive feedback?
_____________________________________________________
A "Up boys!" it is almost never effective. It doesn't seem motivating or sincere.
On the other hand, talking about the specific does communicate. This is especially important
when talking about positive customer feedback. What are some examples of specific, positive customer feedback that you have been given or received in the last month?
_____________________________________________________
Talking about customer feedback on a daily basis keeps customer satisfaction in focus. What systems and habits can you use to make sure you talk about customer feedback every day?
_____________________________________________________
The customer is not always right, but…
It is true! The customer is not always right; but it is also true that:
The customer is always the customer
This saying simply means that solving the problem is more important than "who is right."
When someone is irritated, if you can fix the problem without blaming yourself or others, it will reduce tensions, everyone will feel better, and save time.
You will be on your way to customer satisfaction!
When you learn not to get caught up in a dialogue with yourself about whether or not the customer is right, you save a lot of time.
It doesn't matter if the customer is right or wrong, what matters is that you dedicate yourself to serving customers, as long as possible, in what they need.
The relationship is the important thing, not who is right!
Beliefs as an obstacle to solving problems
Diverse beliefs about how to fix problems can complicate our relationship with internal and external customers. The following statements are designed to stimulate your thoughts about beliefs that may be an obstacle to solving problems or complaints from your clients.
Discover your beliefs about how to solve problems
Below you will find the answers suggested by the author, please do not read them until you have completed your own answers. By discussing your answers with another person, you will further stimulate your ideas.
Please circle each statement: A, agree; D, disagree.
- If you did not cause the problem, it will not harm you-– If you can identify who caused the problem, you will be excused from taking action to solve it-– If you did not cause the problem, it is inappropriate for you to try to fix it-– If not understand something, it is someone else's responsibility to make you understand it-– A DSi if your interlocutor does not understand your message, it is his responsibility not to have understood it-– A DSi he does not understand something, it is his own responsibility to make sure he understands it-– A DSi the situation is not fair, you are not responsible for doing something to remedy it-– It is reasonable to expect that you will not be hired until you have fully thought about all the customer's expectations-– A D Defining expectations and requirements work are part of each person's job-– If someone didn't tell you what to do,cannot be held responsible for not doing it-– AD
Author's responses: 1-D; 2-D; 3-D; 4-D; 5 D; 6-A; 7-D; 8-D; 9-A; 10-D
Seven practical steps to solve customer problems
- First step
(for example: "What you tell me is important!")
When people are irritated it is because they generally feel that they have not been recognized for their worth.
Not all ways of showing respect always work for all irritated people.
Therefore, you should have five or six sample phrases available to calm others in troubled times.
For example, as you read the following example sentences, imagine how you would feel if someone said them to you:
- «I'll check it right now!…»
- "Let me take note of what needs to be corrected"
- "We want you to be happy with our work"
What "calming" phrases would you use? Think about the ones that best suit your situation and the people you need to deal with.
- Second step
(For example: "Tell me what happened!")
To give customer satisfaction it is essential to listen to understand it.
Try to capture: What the person feels.
What the person wants.
Learning to understand what the other person wants helps you understand how to solve the problem.
For example, someone may be upset about quality and another about deliveries.
- Third step
(For example: "Could you tell me what you expect us to do?")
Listening carefully and paying attention will give you a head start in understanding expectations.
Check which of the following examples you can use in your work:
- "Please tell me what needs to be done according to your point of view?"
- "How can we solve this situation?"
- "Was there something else that was not in accordance with what you wanted?"
- Fourth step
(For example: "Let me make sure I understand what you need…!")
By repeating your customer's expectations, you benefit in two ways:
-Find out exactly whether or not he understood what the customer wants
-People calm down when they realize that you understand what they want
Two very common but ineffective attempts are "I get it!" Or "Aha"
Instead of saying "I know!" repeat the specific in question form:
- «To make sure I am correct, I will verify with you what you want…»
- «To avoid problems, let me summarize what needs to happen»
- Fifth step
(For example: "I will take this action!" "You have several options…!")
If you can solve the problem by exactly meeting the customer's expectations, do so immediately.
If you can't give the customer exactly what they want, suggest some alternatives:
"" I'll look into this right now and call you back before twelve! "
- «Here we have a possibility…!»
- «There is an alternative!
- Step six
(For example: "Your refund has already been requested! I'll go to accounting myself to see that your check goes out on Friday!")
Tracking an action takes place in two ways: immediately, and later.
If you tell a person that you will call them back before twelve, do it! If you tell someone that you will call them at four o'clock on Thursday afternoon, wait for them and call them!
- Seventh step
Double check to give satisfaction
(For example: "I'm taking care to make sure your check reaches you on time")
Double verification (that is, monitoring the action taken is an essential step to give satisfaction.
Even if you are not to blame for the problems or if you do not have complete control over the outcome, the best attitude to follow is always to help solve the problem.
Cooperation Techniques
To gain or regain a customer's trust, use "I'll make it…"
Your customers will respect your competition more. Many of them feel annoyed when they hear "well, I'll try to…" but calm down when they hear "I'll make it…"
Case in point: You are a customer calling to have a dining table delivered to you. Imagine how annoying you would be if you were told, "Well, I'll try to get it delivered next Thursday, so make sure someone is in the house all day!"
A more effective approach would be:
"I will check with the warehouse on deliveries and call you back before midnight today to let you know exactly the time and day we can deliver the table you ordered."
Customers like to know specifically what you will do.
"I'll try to…" is too vague.
By telling a customer what actions you are going to take, you build trust with them, and at the same time, explain why they can't get an immediate response.
To reduce frustration, use "Could you…?"
It will help you avoid the frustration people often feel when hearing "You have to…!"
Those kinds of words or an imperative tone irritate most people.
"Could you…?" it's an easier and faster way to get what you want.
Avoid feeling guilty about "You should have…!" the client will immediately become defensive when hearing these types of phrases.
If you're not getting what you want and are tempted to say "He should know!" or "I wouldn't have to tell you!" save you and your customer time and frustration.
The unspoken expectation hurts everyone. Ask directly, "Could you…?"
To say "no" politely, use "You can…"
Imagine how a customer would feel if you said, "You can't have it today, you must wait until tomorrow for this material!" A much more polite phrase would be to say, "You will have the supplies you need tomorrow!"
We all respond more favorably to hearing what we can do or have, and that is why we must focus, and focus on the customer, on what "can".
90% of people will understand that you are saying "no", but still there may be someone who will answer you "I want it today!"
In this case, go to "Plan B": "I am so sorry. The material is not available
for today, but tomorrow it will be! ».
You will rarely need to use "plan B"
To save time, give reason first
When someone is giving information, the question that pops up in most people's minds and occupies their concentration is "why?" or "for what?"
It's easier to quickly get the attention of others when the purpose is explained first…
- "To save you money…" or "Answering your question…" or "To help me fill your order more quickly…."
To decrease tension, call anyway
It's amazing how much your customers will accept if you keep them posted on the progress you have made!
If you don't let people know what's going on, and then surprise them with a delay, chances are there are problems.
When you anticipate and keep people informed of a possible delay, they are much more cooperative.
There is nothing that drains more energy than knowing that negative news should be given to someone, gritting your teeth every time the phone rings and hoping that the caller is not that person. When you call anyway, you are in control. You call when you're ready, instead of waiting for your customer to call you, erupting like a volcano.
Call Anyway! This reduces tension and increases your customer's trust in you.
