Improving customer satisfaction

Improving customer satisfaction
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Published June 23rd, 2015 - 05:00 GMT via

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Your voice will sound different on the phone if you are smiling. (Fotolia)
Your voice will sound different on the phone if you are smiling. (Fotolia)

Back in the days most of businesses had a particular division that takes care of customer service; that was way before it was learned that every employee who comes in contact with customers is essentially part of the customer satisfaction process.

Regardless of the type of contact that you have with customers, whether it is over the phone, face-to-face, in a restaurant or shop, in an office or financial institution, in the entertainment or tourist industries, good customer service skills help everybody.  

A happy, satisfied customer is likely to return and/or tell others about the good experiences that they had when dealing with your company and maybe they will mention your name as the main reason of that fantastic service experience.

This page contains some simple tips that you can use to improve your customer service skills, enhance the customer’s experience and increase satisfaction.


This is the most simple and often the most powerful tip for customer service and most of interpersonal relationships. Do not pretend to smile, as people can tell and it will look worse than not smiling at all. Instead relax, gain eye-contact and smile naturally.  This will put the customer at ease and make them feel welcomed.

This works if you are talking to somebody on the phone too. Your voice will sound different when you are smiling.  Clients and customers are more likely to want to talk to a cheerful person with an enthusiastic personality.

Greet your customers

Customers often have a choice of which businesses and organizations they go to, keep that in mind when a customer enters through the door or calls about something because you want them to choose YOUR company everytime. Always start by greeting your customer in the most warm and friendly way but don’t overdo it.

“Good Morning”, “Welcome”, “Thanks for stopping by” are all simple introductions and you can follow up with “How can I help”, “Are you looking for something in particular today” or some other appropriate comment to indicate that you are there to help and that you are happy to help.

Make sure you sound natural not a fake. Nothing is more annoying than a robot-like attitudethat makes you sound like you have memorized your lines but have nothing more meaningful to say.


You are unlikely to be able to help all your customers effectively if you don’t listen to their needs.

By not listening you can become very frustrating to the customer and may lose a sale or repeat visit.   Listen to the customer’s needs, empathize and find the best solutions.

Learn Your Business

You just have to learn everything about your company, the industry and your job. People feel better when they realize that you know what you’re doing and as a result can actually give them an educated advice about a certain product or service.

If you don’t know the answer to a question then say so, NEVER lie or make up an answer; if possible find somebody who does know the answer.  Don’t be afraid to ask the customer/client questions that will give you a better understanding of their needs.

Never complain to a customer

Not about your organization, or your day, or your colleagues, your management or anything else that may lead the customer to develop negative feelings or think you’re unprofessional.

Stand out from the crowd

Be memorable for the right reasons! People tend to remember special experiences whether positive or negative ones more than normal day-to-day ones.Try to make every customer’s experience a positive one that they’ll remember and talk to others about. 

Be helpful, be courteous and polite – give a little extra if possible, even if it is just some advice or extra information about the product or service they are buying or interested in buying.

Copyright: Arab News © 2015 All rights reserved.

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