Your company’s CSAT is a critical part of your customer retention strategy, but getting the numbers up can seem daunting. Fortunately, there are many different ways to improve your CSAT score, and these seven tips will help you increase it by leaps and bounds!
1. Empower Your Employees
If your customers have been having issues getting their questions answered or struggling to speak to a real person, take the time to train your employees on proper customer service. Empower your team with the tools they need to connect with your customers and help them ensure that no customer is ever left unsatisfied.
2. Reward Loyal Customers
It’s important to make sure that your customers are happy, and rewarding them for their loyalty is great. Send out coupons, special offers or run a referral program to let customers know that you appreciate them. The more rewards you give, the higher your CSAT will be!
3. Act on the Feedback You Get
If your CSAT is too high for your liking, and you’re not getting all the feedback you want, you should listen to what customers are saying. Take the time to quickly act on feedback from unhappy customers, answering their questions as soon as they’ve submitted them.
4. Be Clear and Concise
You may be used to writing long paragraphs to explain how your product works or how to use a certain service. While this is usually okay for marketing copy, you’ll want to clean it up for your customer service team. Make sure that your messages are clear and concise so that it doesn’t take too much time for customers to figure out what the problem is.
5. Be Patient
It’s hard to enjoy a product or service if the customer service team is not willing to take the time to get to the root of the problem. Try not to rush customers, and be patient when they talk things through. It takes a while for people to figure out what they want, and you’ll save yourself some frustration by getting back quickly.
6. Use the Right Positives
Studies show that people are willing to forgive them when someone takes responsibility for their failure. So, make sure your CSAT survey has some positive comments on it so that you’ll be able to see what complaints have been resolved!
7. Use the Right Negatives
While you should be thanking customers for giving you feedback, you should also use this information to your advantage. You can use negative comments as a reason to improve your service or product and make sure that the next time someone has a similar issue, you have a solution for them.
8. Find Your Personal Touch
One of the most important things to do when improving customer satisfaction is finding what works best for your company. So, take the time to find out what type of feedback you like to hear and how you want customers to feel when they are dealing with you. Once you’ve figured all of that out, you’ll be able to bring your customer satisfaction score up!
9. Use Your Team
It may be tempting to handle every customer frustration by yourself. However, don’t forget that a whole team behind you can help! Make sure your team is on board with helping customers, and they’ll be able to handle things when you’re busy.
10. Take the Time to Thank Customers
Whether you send out an announcement or write a blog post, you take some time to let customers know how much their feedback has helped improve your business. Thank them for the time they took to provide you with constructive criticism so that when they run into problems in the future, they’ll be willing to give your team a shot.
11. Online Customer Support
If you have the service to text people online, you can provide them with customer assistance. This includes answering common questions and providing assistance with technical issues. Text chat is the fastest way to provide customers with the information they need while also improving your CSAT score!
Although it can be easy to take your CSAT too seriously, it’s not worth the stress of negative feedback. You need to remember that there is no point in having customers if you can’t make them happy. So, learn from your feedback, and don’t sweat the small stuff!