In sales, keeping customers happy is one of the most important things representatives must do to bring in and maintain clients. The fact is that there is a correlation between high satisfaction and loyalty towards a brand/organization. However, as customers become more demanding, and customer satisfaction ratings continue to decline across various sectors, keeping customers happy can often be easier said than done. This makes it crucial that sales and channel representatives do everything within their power to improve customer satisfaction, as even small changes in the way sales professionals interact with clients can have a huge impact on customer relations. Here are just a few of the things you can do to help your sales team increase your business's overall satisfaction.
1. Treat Customers Like The Boss
A good way for sales representatives to improve their customer relations is to change their perspective regarding their relationship with their clients. In essence, people in sales should have the mindset that their customer is their boss, and they should treat them accordingly. The fact is that without customers there would be no way for sales representatives to get paid, which is why it is important to always treat customers with the same kindness and respect you would treat your boss. Always use a courteous upbeat tone when interacting with clients, thank them for their business, and when possible, go out of your way to help them and make them feel appreciated. When reps change their perspective regarding their relationship with their customers, this can go a long way in improving satisfaction.
2. Personalize Interactions
Just as it is important to treat customers with the respect you would show a superior, it is equally important to try to personalize all interactions you have with your clients whether in person, on the phone, or through email. In an automated world, people are tired of dealing with computer-generated phone calls and emails. This can make it all the more frustrating when they finally get ahold of a real person only to find that they sound robotic, bored, or as if they are reading off of a script. As much as possible, try to be personable when dealing with customers, and use a conversational tone and language that will help them to feel cared for and listened to.
3. Customer Satisfaction Surveys
Another great way to improve satisfaction rates at your business is to start implementing customer satisfaction surveys. Using online survey tools is a great way to measure current satisfaction by allowing you to receive honest, anonymous feedback. This can help you and your representatives to gauge where there is room for improvement in your business, and it can allow you to alter your sales tactics based on the feedback you receive. Over time, this can help to reduce the number of unhappy customers you have, and it can help increase satisfaction.
4. Minimize Wait Times
One of the most common reasons for decreased satisfaction is long wait times on the phone. There is nothing more frustrating for customers than to have to wait for 15 minutes or more to have a 5-minute conversation. This makes one of the most important things office managers can do is to make sure that enough representatives are staffed to reduce, or even eliminate, the call wait time customers are faced with. This can greatly improve satisfaction and can actually result in an increase in business.
Improving satisfaction is the most important thing sales teams can do to boost sales and increase customer retention rates. To learn more about the steps that you can take to help your sales team improve customer satisfaction, please read our Channel Partner Success Guide available at the link below: