A few days ago we talked about the customer loyalty process as the beginning of a relationship. Anyone in business is clearly working for their clients (and if not, there is a problem!). They are the engine and the reason behind every company. This is why ensuring that they feel the best possible treatment from our company becomes so relevant. Happy clients, happy company.

It is customary, as a company, to realize that we are doing a good job in terms of customer service or, at least, we are doing everything possible within the limits of our capabilities. However, also, as usual, the customer does not feel this effort and believes that a better service can be provided or service can be provided in a different way, depending on his needs.

6 steps to satisfy customers

1. Put customer service as the most important thing in your company

If we agree that the customer is the most important thing for the company, then why not put all the means at your fingertips until the service provided is excellent? Your customers' satisfaction will ultimately demonstrate your company's success, so it is worth making investment efforts in deciding who and how this service will be provided.

2. Know your customer well and provide enough information for your profile

In order to be able to provide the best treatment for your customers, it is essential that you obtain all possible information. With all the information, we mean everyone. From demographic data to the position you hold in your company or what your hobbies are, everything will help us "write it" in the person of our buyer, and in this way, we can provide you with relevant information, commensurate with your profile and interests.

It is also important to have information on all previous interactions with the customer at the marketing and sales level, which is why the CRM tool will be of great service to be able to collect all this data and use it actively throughout the customer relationship

3. Stay in touch

In order for our clients to be happy with our treatment, it is important that we remain present at this stage. Let them know that we are here, and that will help them establish a trust relationship with our company, which is what we are ultimately looking for with this whole process: earning the customer's trust.

We can stay in touch and send us content that we mentioned in the previous point. In this way, we are still present, and we are useful, not criminals.

4. Evaluate your experience as a customer

Once the service is delivered to the customer, it is necessary to monitor the evaluation on it. It is interesting to make a small assessment immediately after providing the service to know the degree of satisfaction at the technical level and another, after a year, to know your evaluation of SHEIN customer service.

It is a good idea to create a brief annual survey that helps us know their satisfaction and what are the improvement points, without taking much time from the customer.

5. Take time to improve your service based on your suggestions

After the time I spent identifying the entire customer service and process of continuous improvement thanks to frequent reviews, you can't stay there. Take advantage of information extracted from assessments to apply changes to your services or the way they are delivered to ensure that they meet and exceed current and future customer expectations.

6. Managing complaints with kindness and effectiveness

Technology fails and the people behind technology too. It is clear that somewhat serious problems will arise that require our attention. This is one of the main points of the whole process because in moments of crisis, it is when your company's "real" face appears.

If the customer service reaction, in the face of a serious problem, is to assume the problem and provide an alternative solution for the customer so that they can continue to work normally and finally solve it within the planned time frame, we can turn the problem into an opportunity. The customer will know that in the event of a problem, your company will respond efficiently and that will generate confidence.

Additionally, you must train the customer service team to turn incidents into sales opportunities. If, based on an accident, we discover that this issue can be solved permanently if the customer has a new service or product, offer it! It is a sample of proactive measures that both the customer and your company will appreciate.