It's no secret that Customer Experience is on the rise. Here are three tips we have learned along the way:
Communication is key, especially when communicating virtually. One key factor that we have learned to ask is how our clients like to communicate. This allows them to decide! Another key tip is being responsive. Not only to emails and calls, but also on social media channels and blogs. With that being said, it is especially important to not only respond to negative feedback, but also put a plan in place for monitoring improvements. This feedback and action is not only telling the client that you care what they think, it also shows that you care about their business growth. This will build loyalty, and may even persuade the client to stay or come back to you later.
At Worxbee transparency is part of our culture. We send out quarterly surveys to give our clients another way to give feedback. Even with a transparent culture, people tend to hold onto feedback until they have a good opportunity to share it with you. It is very important to make feedback part of your culture, it benefits everyone involved. It really helps you understand what you are doing well, and what you need to improve. Providing the feedback with our team makes the client happy, but also gives the Virtual Executive Assistant (VEA) an opportunity to see where they have improved and opportunities for growth. Your VEA can work with you to develop and send out service surveys to your clientele. A couple online tools for doing so are Survey Monkey and Typeform.
3. Being Kind But Factual:
It goes without say that any feedback should be should be dealt with in a positive manner. But it is also important to keep in mind that you also need to be factual. Don't make a promise that you cannot keep. Don't play off of emotions to influence decisions. Facts allow feedback to remain logical and straightforward. Having all the facts in front of you keeps you from getting caught up in emotions. It also forces you to stop and reflect beforehand. The next step is to listen, hear the other person out, and have a fact-related discussion. This will allow you to offer solution and make a plan to move forward. After it's all said and done, you will be glad you remained factual.