Injecting Satisfaction into your Customer Experience

After getting my car serviced at a local dealership I received an email from the Service department that said “Thanks for coming by! You are going to receive a survey which asks you to score us based on your experience. If you are not completely satisfied with your service experience and feel unable to score us a ten out of ten, please call us!”

At first I thought this was a great idea, but then began I began to wonder why they didn’t ask me this before I left the dealership? Sending this type of communication after I have left is a “customer salvage” tactic, not part of a customer service strategy.

Are you ensuring your customers are satisfied? Are you asking them at the time of service delivery or as an after thought?

Consider injecting the following statements into your customer service scripts or interactions:

• “I want to make sure your experience meets with your complete satisfaction, so at any time you are not happy, please make sure to let me know.”
• How are we doing so far at meeting your expectations??
• “Let me ask you something, if we can do this will you be completely satisfied?”
• “What will we need to do today to ensure you are completely satisfied?”
• “How do we measure up to customer service you have experienced elsewhere?”
• “How can we ensure we completely satisfy you today?”
• “Satisfaction is defined by you, so if at anytime you aren’t completely satisfied please be sure to stop me so we can discuss.”

For more ideas on how to improve your customer service interaction, send me an email shawn@casemoreandco.com.

© Shawn Casemore 2013. All rights reserved.