Customers are considered to be
the most important part of any business you have been dealing with. They are
the ones who pay you for your services, providing valuable feedback and if
delighted they would act as advocates spreading love. Peter.F. Drucker the man
who created Modern American Business Management in the 20th century
went so far as to say that the purpose of any business here is to create and
keep the customer happy and connected through the services you have been
providing.
While dealing with your customers
might make you feel that you are doing a great job, but the only voices that
are worth listening too here in the BPO Industry are of the ones whom you have
been dealing with in your business. Given below are some of the ideas and
strategies that would help you know what your customers have been thinking
about you and the business.
Asking
your customers directly: Having said that one of the best ways of gathering
feedback from your customers is too just ask them in personal. Say for example
in a restaurant it would be good to ask them for a feed back at a different
time apart from when they are having their meal. Also do not ask the ones who
have been raving about you, instead ask the ones who have stopped being your
client or have changed their behavior towards you. And as there is a saying
your most unhappy customers are the ones who are the great source of learning. So try and find out customers who have been
unhappy with your business and ask them what has made them unhappy.
Council
of individuals speaking the truth: Another best ways of speaking to
your clients and customers is to gather some people around you, the ones you
trust and the ones who know to speak the truth. This could also be a friend,
business acquaintance or an employee and the only prerequisite who could tell
you the truth and have the sense of what is being told about your business
especially if it’s a local one. Also there should not be any repercussions for
speaking their minds as they are just the ones who could help you.
Doing
a survey: If you do not want to ask the person in personal then you
could do a survey online or offline sending the survey form to all the
customers related to your business. Survey monkey makes it possible to ask your
customers 10 questions for free, with an example being set of how you could set
a survey. Also through this way your customers can be anonymous and know if
this is what that they want. Another best way here is to have a poll on your
website or the Facebook page. The advantage of doing this survey is that it
could place the survey directly on your Facebook page so that if this is where
you meet your customers ask them directly over there.
Listening
to what is being said online about your business: You might
wish to use all the listening tools in order to know what is being said about
you and your business. There are quite some expensive tools that are outside the
reach of all the small business owners and all you could do is set up google
alerts. You could add your business name to the search term setting an alert
and receiving an email for every email that you have set up knowing what people
have been talking about your business.
Looking
for behavior that is never there: In order to finish with the
hardest ways of getting the feedback from your customers is observing what is
being said and done for your business. And like the former method if there is
nothing being said about your business then it is never a good sign. Observing
the behavior that is not there is considered to be tricky enough as it could
lead you to draw the wrong conclusions say for example people do not shop at my
store as the products are bad. It could be that they loved your products but
they just cannot afford them. It’s the same result but a different cause. So
always have observations taken from the beginning.
So if you have questions related to the call centre industry then do not hesitate to ask. We would be delighted to help you with it.
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