Tips for successful Customer Experience
In this huge competitive world, companies are starting to get highly customer-centric. In order to survive as a service provider, there is a need to adhere to the golden thumb rule- “Customer Satisfaction.”
The 6000 years old Barter system gradually got monetized. Today, customers pay for a service and the service providers serve them by adding value in return.
Earlier customers were interested only in the end result. In the current era, with more and more innovations getting added each day, customers are introduced to a plethora of information and resources at their disposal. Customers now want someone who can consider their needs, provide unique ideas, add more value and deliver on time.
Below are tips that can help an Organization reach new heights through successful Customer experience.
C – Communication
U – Understand the Requirements
S – Skills
T – Transparent & Testing
O – Out of the Box
M – Meeting client expectations
E – Effective Training Sessions
R – Rapid Implementation
C – Communication:
A good two-way effective communication with the customer is always needed to know about their exact requirements and to work smartly, rather than working with an assumption. Make sure that the initial requirement gathering phase is clear. Also, each stage needs to be documented so that it becomes easier in the future. Customers are always happy when their queries are answered promptly. Intimate them regarding any issues or delays so that they are duly informed. The key to a good relationship is always- trust, honesty, empathy, and transparency.
U – Understand the Requirements:
Always put yourself in the customer’s shoes and understand their requirements, the challenges and the pain points. The customer needs should always be given top priority.
There is a saying by Abraham Lincoln “Give me six hours to chop down a tree and I will spend the first four sharpening the axe.” Likewise, we need to spend as much time as possible to understand the requirements, before we pen down to prepare the process flows/solution design document.
S – Skills:
The members involved/assigned to a project must have the necessary technical and functional skill set to understand the needs of the customer. Technical Skill corresponds to the domain/modules we implement. Functional Skills include basic listening skills, presentation skills etc.
T – Transparent & Testing:
Maintain transparency at all levels by highlighting the risk or challenges proactively, so that it can mutually help the customer and the implementation partner to plan things accordingly. Complete the end to end testing with zero errors or flaws in the final process before sharing it with the customer since this will have a greater impact when customers carry on the user acceptance testing.
O – Out of the Box:
Think out of the box and provide workaround solutions for requirements which are not a part of the standard process. Great customer experience always boils down to the value addition that a service provider can add apart from the actual work. You can always take help of any reporting tools to showcase graphical and clear reports to the clients. This can also become the show stopper many times.
M – Meeting client expectations
Client demands are always dynamic, hence we need to be flexible enough to meet the client expectations. Set realistic expectations and goals right from the start so that you can always be on the same page. Constant feedbacks can also help you enhance the process better.
E – Effective Training Sessions:
Providing effective training sessions (both for the key user and end user) will help the client to understand the look and feel of the system, the usage and navigations, and the complete processes involved. An effective training session will minimize the efforts/reworks during the testing phase.
Also, providing user manuals/tutorials for the processes can always help them to understand and learn. The manual needs to be simple and understandable with pictorial representations.
R – Rapid Implementation:
Every customer will need the project to be completed within the stipulated time frame. Going live within the time frame and as per the project plan without any deviation will help them reduce the implementation/support cost and will also have a positive impact on successful project delivery.
Every company struggles a lot in the starting phase of their journey. Hence there is a need to have a very good customer base by building strong foundations. Ultimately Customer is the one who gives us bread and butter, hence they need to be treated well not only during the project but also after the project. Always make sure you go out of the way to exceed the client expectations. With good customer service, you are actually laying the foundations for a successful company.
Monalisa Behera, Finance & Project Consultant
Arun Kumar Krishnan, HCM Consultant