Imagine that you have a problem with your internet connection. You have already tried all possible solutions: rebooted your computer, router, and even played dinosaur in your browser, but nothing helped. Now you decide to call your provider's technical support. However, what will you hear on the phone? Most likely, they will suggest rebooting all devices again. Thus, you will lose time, get irritated, and complicate the task of the second line support specialists.
How to avoid this situation? The key to a high level of customer satisfaction (NPS) is for a technician or personal manager to immediately offer an answer to a question or direct to information in a knowledge base (if the question has a standard format, for example, "How to set up automation?"), and if difficulties arise, offer to go through the instructions step by step with a screen demonstration. In any case, the request will not remain unanswered, which will indicate a high level of expertise and professionalism of the technical support manager.
Consumer Care Center - Personal Managers
The head of customer service 99 acres database must understand that personal managers play an important role in customer satisfaction. These specialists create a pleasant atmosphere for the buyer in all situations with a caring and attentive approach.
When customers meet personal managers, the latter pay attention to the fact that they are the consumer's representatives in the product area, and not the other way around. This allows customers to understand that they will not be left without support in case of problems or the introduction of new features. The personal manager will contact the client and tell all the details to provide the best service.
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After-sales customer service
After the product has been sold, it is important to provide customers with a full range of services so that they are satisfied with their purchase. After-sales service (PSS) includes various types of services, such as installation, warranty repair, technical support and troubleshooting. The need for such services is due to the tough competition in the market, so companies that are ready to provide their customers with high-quality PSS have a greater chance of success.
In addition, after-sales service is not only a way to maintain contact with customers, but also provides an opportunity to receive valuable feedback from them. This will help to find out which aspects of the product/service need improvement, and the company will be able to further satisfy the needs of the target audience. The price of after-sales service can be included in the cost of the product or service, or it can act as a separate paid service that brings additional income to the enterprise.
No less important than the creation of a quality product is the development of a set of services for its PPO. After all, even the simplest product may require repair or replacement of parts. Therefore, manufacturers must provide for the possibility of servicing products in advance in order not only to satisfy customer needs, but also to increase their own competitiveness in the market. Moreover, in order to avoid unprofitability and irrelevance of the product, it is necessary to take into account the current service capabilities when developing it. This is especially important for companies producing high-tech products, but is also relevant for manufacturers of simpler goods and services.