Author Archives: Vaughan Newcater

8 Ideas To Improve Customer Satisfaction.

It is important to keep our focus on our customers. Below we have 8 simple ideas to help us improve our customer service.
1. Just ask them – Whether in person, in print or over the phone, it is important to ask your customers exactly what it is that they want and need. Make use of feedback sheets, comment cards, mail-back forms, telephone scripts and more.
2. Conducting focus groups – Try to bring a group of your customers together for a chat session that is open-ended. Put them at ease and try to get them communication about what it is that they really like, do not like and also what they wish they could get from your business. Do not defend, argue or justify. Simply ask questions and take notes. Ending off with a ‘thank you!’
3. Study your compliments and complaints – Each message that you get from your customer is an opportunity to improve your customer satisfaction. Compliments will show you what to reinforce, while the complaints can point to new ideas and steps toward improvement
4. Customer hotline – Some of your customers will tell you exactly what they think but they would prefer to remain anonymous. That’s fine, set up a voice recording ‘hotline’ which is for customers only. Sort through the messages and find those that offer specific information about how you can improve your customer satisfaction.
5. Mystery shopper – Use someone that you can trust and have them mingle with your customers, finding out what they like and don’t like.
6. Be a customer of your competitors – Use your competitors products and services regularly and compare them to your own. Pay attention to the customer service that they give and ensure that yours is better.
7. Visit your customers site – Visit the physical location of the customers as you will then be able to see exactly how they have put your products and services to use. You will be able to see for yourself what works for them and what doesn’t.
8. Get more feedback online – Find a group on the internet that is related to your industry and what you offer, here you will be able to read about what other people in your situation are doing and what their tips and tricks are. It helps to participate in discussions in order to get a deeper understanding.

Trainbooks mission is to provide South Africa with the very best quality training solutions. We offer seminars, DVD’s, workshops, audio books and much more. Visit the Trainbook website to read more about customer satisfaction.

Benefits of Leadership Training

Below we speak about 6 benefits that leadership is able to offer your organisation. 1 – Increases Productivity. The right leadership may increase the productivity of the people you work with. At its primal level, leadership is about you understanding your people emotionally. In the book ‘The New Leaders’, the author, Daniel Goleman states that… Continue Reading

The dangers of living a stressful life.

Naturally, human beings are every emotional creatures, and your emotional state can have an impact on your mental and physical health. That is why it is important for each of us to keep our emotions in check, but in the fast-paced world, we live in, where for many time is literally money keeping stress at… Continue Reading

Effects of having a low self esteem.

Self-esteem is simply our personal view and opinion of ourselves. Having a high self-esteem is very important because it allows us to enjoy the pleasures of life to their fullest without negative thoughts and insecurities creeping in, to ruin the fun. Spotting someone with a high self-esteem is easy due to the fact that they… Continue Reading

The Importance of Conflict Management

Conflict in the workspace arises when a misunderstanding or differences between workers aren’t accepted. This is bound to happen at any time in the office, we’re human, there will be differences. Conflict arising then isn’t the problem in the workspace. The problem begins when workers don’t know how to manage conflict accordingly. It then makes… Continue Reading