The Importance Of Timely And Effective Communication To Enhance Customer Satisfaction

To enhance customer satisfaction from every customer and group, effective communication with individual customers and group customers can greatly improve efficiency and enhance customer satisfaction.

The following author will combine actual two cases to carry out a specific analysis.

Case 1:

School letter.

The school unify the school letter communication business, the author receives the school sends the short message, prompts the reply message to open the school letter communication business, but did not prompt to reply anything, but the author has replied according to the experience "yes", but has not received any information after the reply, calls the customer service hotline to inquire for the original reason, the operator has provided the school letter to consult the telephone, the author calls the past, the staff inquired whether is "the * school", because it is clear that because the short message instruction is not clear, causes the customer consultation quantity to be many, after communication understands that the school sends a prompt information first, but the school message platform contains the opening instruction message yet to send.

In this case, if the school communication staff can communicate effectively with the interfacing person of the school, it is suggested that the interface person should not send out information about the opening (or the interface person can stand in the angle of the client, and edit the prompt information with the interface person) before sending the opening instruction to the campus communication platform, so the centralized consultation of the customer can be avoided.

Satisfaction improved naturally.

It can be seen that a small detail of early communication can reduce a lot of workload, especially for group customers. Effective communication with the interface people can greatly improve work efficiency and improve group customer satisfaction.

Case two: customer complaints.

The author opened a complaint because of ignorance of the situation, replied to the text for the first time within 48 hours, only told that it was being verified and processed. After two days, there was a phone response. The personal reason was not heard. The operator told the customer only if he had asked for the answer, and asked the client to record the reply. The author asked for a reply as soon as possible, but it was still waiting for two days before the reply was received.

The whole process is too long and completely beyond the acceptable scope of the customer.

When customers complain, they have already been dissatisfied with operators. Only fast and efficient communication can repair customers' dissatisfaction.

In this case, if the response is timely, the customer perception will be improved a lot.

For complaints customers, we need to understand the reasons of customers' dissatisfaction quickly and effectively.

Negative emotions multiplied.

Based on the above cases, HCR (Huicong Research) believes that while improving internal communication mechanism, operators need to pay more attention to timely and effective communication with external customers. Only when internal response is timely and internal and external communication is smooth can customer satisfaction be achieved.

The satisfaction of every customer plus the word of mouth of satisfied customers can bring the growth and stickiness of customers.