As a business, you should regularly ask yourself how you are positioned within the market.
If you don’t pay attention towards how well your products plus services suit your customers, sooner alternatively later they will shop somewhere else.
Now, you could, belonging to course, go concerning plus hire a market research expert, alternatively send outside questionnaires for a bunch belonging to people, nevertheless I have a suggestion that is much easier: look in the cause your customers are calling your service department.
Evaluate for what reason a customer contacted you
The fact associated with the matter is that normally we do not contact customer service departments unless we have some kind belonging to problem (at least I do not call my cable provider regularly towards tell them that everything is working just fine). It does not have towards be a big problem, it could be that I just have a small question regarding the latest invoice, nevertheless even this represents an exception stemming from a 100% working service. If absolutely everything is working perfectly, I would not contact them. Contacting them means something could have been better, such just as the information on top of the invoice being a bit more elaborate.
Now, let’s imagine that my cable provider keeps track associated with all these inquiries. And that each inquiry is registered within a database, plus classified via which caused me for contact them. Then the provider would be able for report atop this, as well as measure how many inquiries they are getting every month stemming from people accompanied by questions related for their invoices, as well as see how this number has developed above time.
If the number associated with customer inquiries related towards invoice questions are too high, then the cable provider should try towards improve the information printed on top of their invoices, plus measure provided that this helps atop the number associated with inquiries.
Other type inquiries the cable provider might be interested inside could be measuring how many customers contact them regarding the quality belonging to their TV channel packages, their video-on-demand selection and/ alternatively the user-friendliness associated with their set-top-box. If a lot belonging to people are complaining concerning their prices, then they should probably reconsider their offering. If they are not getting any complaints in all, then they are either delivering a perfect service , alternatively they need for verify their contact information.
It’s all within the system
As a fundamental way towards start measuring your customer service inquiries , you need towards have some kind associated with system inside place. I guess you can forever get away accompanied by pen as well as paper, nevertheless at the time it comes for structuring information nothing beats a database.
A well configured customer service system should quickly let you track the inquiry, classify atop which caused the customers’ problem, at the time it happened, what one belonging to your products alternatively services it was related to, how large the impact was, as well as how much time you spent fixing the problem as well as responding towards the customer.
Now you can sum up on top of any belonging to these attributes, as well as view how it evolves above time, using out-of-the-box customer service reports . And keep inside mind, this data has a very high quality: In contrast towards half-heartedly filled outside questionnaires, the customer services inquiries represents real problems, important enough for make the customer contact you .
No matter the thing that your business is, I think you probably have some kind belonging to customer service department. Your customers will contact this department as well as tell you which is wrong. This information, in case you listen for it , will make you a better provider. This is free market research. The information is already there, all you need towards do is harvest it.
If you’re interested within more ideas atop how towards improve your business’ customer service levels, read our tips atop how towards deliver outstanding customer service .