WEBVTT

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Morning everybody! A few days ago, we received a letter of complaint from a customer.

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After investigation, we knew that the delay of delivery was caused by the weather.

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It was not our fault and it didn't cause serious consequences; however, it reminded us that we need to enhance customer satisfaction.

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I think that customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectation.

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Yes, it is seen as a key performance indicator within business.

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And when a brand has loyal customers, it gains positive word-of-mouth marketing, which is both free and highly effective.

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Both of you are right. Angela, what's your idea about customer satisfaction?

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Well, from my experience, I think customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty.

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It is quite essential to retain existing customers while targeting non-customers.

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Well said! And next, we should pay a lot of attention to customer satisfaction.

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But the key point is how to enhance customer satisfaction in everyday business.

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We should be confident and professional enough to build our reputation and customer confidence.

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I feel communication with customers is of primary importance.

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That is, we should follow up and follow through to assure and confirm their expectations have been satisfied.

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From this complaint from our customer, we can find that good customer service is no longer enough.

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Really? Then what else can we supply to customers?

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OK, let me explain. In this highly competitive market, each company is providing good or excellent services.

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On the other hand, customers have more options than ever before and are less loyal.

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Sounds reasonable. But what shall we do?

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So we should be side-by-side with our customers to provide value-added services.

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Take this complaint for example. It's not enough to solve the problem peacefully.

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We should take this opportunity to advise the customer to build up stocks for emergency.

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I got it! In this case, the customer can prevent losses as the result of unexpected delayed delivery.

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They will be grateful because we consider the solution from their perspective.

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Great! I know what I'll do next - send them an email to offer our suggestions.

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Wow, you are so smart! Then go ahead!