Confirm Customer Satisfaction


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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

  1. State what action will be taken.
  2. 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.

Republished with author's permission from original post.

Rachel Miller
Rachel Miller is the Customer Engagement Manager at Nimble - a simple, affordable social relationship manager.


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