Confirming customer satisfaction not only makes it clear that all needs and requests have been handled, but also allows an employee to feel good about successfully assisting a customer.
How Am I Doing?
It’s nice to hear that you’re doing a good job. After responding to requests, encourage employees to ask customers a question to verify the customers’ understanding and acceptance of the solution or answer supplied to them. Getting this confirmation is crucial to confirming customer satisfaction, and a good way to determine that the customer’s needs and wants have been addressed. Confirming that the customer is satisfied validates employee performance, and makes it easy to determine if the call was successful.
Confirm Customer Satisfaction in Two Easy Steps
- State what action will be taken.
- Ask a closed question to confirm agreement and understanding.
For example, an employee could say, “I can extend the due date by three days. Will that work for you?” If the customer answers positively, the employee can assume acceptance and satisfaction. If the customer responds negatively, the employee can provide alternative options until an agreement is reached.
After satisfaction has been confirmed, always inform the customer of any additional steps that may need to be taken to complete the request. Always end the call by asking customers if they have additional questions. Asking will uncover additional opportunities to serve, and reinforce customer satisfaction.