Optimal balance between customer service and satisfaction

by | May 31, 2014 | Customer Support

customer satisfaction

Photo by olia danilevich

It is always important to maintain a proper balance between customer service and satisfaction. Though it is hard to maintain a level playing ground, put in mind the challenges involved. Even though finance, fluctuating markets, and customer royalty may influence, these three practices will help maintain this balance.

Yonyx enables organizations to create decision tree-driven interactive guides for troubleshooting and how-to-related customer self-service.

Embrace Technology

Sometimes, you may find that technology can work towards achieving this balance. This is in the sense that a lot of funds can be saved by introducing technology-based services. Self-service machines can still provide necessary services and satisfy customers. It can, therefore, save cash and maintain customers.

Ensure Accountability

To achieve a balance between customer service and satisfaction, you first need to promote accountability at all levels. Make it a policy that all sections have an accountability policy to govern and monitor every activity or undertaking.

Revise Your Workforce for customer satisfaction

Labor cost plays a huge role in creating an imbalance between customer service and satisfaction. With this fact in mind, you need to evaluate why you need it. You could change hiring rules to reflect the needs and demands, by either hiring on a part-time basis or reducing the workload. You should opt for a balance between customer service and satisfaction.

Improve Customer Service using Decision Trees

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