I am writing this out of my own experience which I am prevailed to have on customer turnaround this is a long short story. My team too ROCKS my team was so focused and was ready to go out of the box for customer satisfaction and at last we achieved it.
The Biggest reason of customer dissatisfaction were very simple and it was ( lack of Effective Communication this was the gap & root cause for all dissatisfaction) I will narrate a bit about it
I with one of my colleague were assigned on a the customer who was not happy due to various reason in fact we got a huge endless list of the customer expectations or I say wish list Customer wanted us to improve on.
Our first Step was to know each other, Than Customer Attitude, Services they were having, geographical regions they were operating in areas where they were RED or I should say highly dissatisfied , So we all Plan for the PLAN.
First thing we did was to have shared Expectations with customer where we shared and adressed all the issues in simple terms (Mainly what was expected and what we can deliver) these meetings we did were from Top to bottom. We implemented a Communication plan and devided our responsibilties rater I would say took ownership of different areas , One took tools, other took commuciation and information sharing , fault managment etc.
Above all we made sure that customer was updated on every single issue and these updates were simple and in timley manner and across the globe this helped us nearly 80% improvement with customer relations and customer started to raise their voice and talk to us for nearly every issue this gave us a chance to be more intractive with them understand them and set their expectations right the first time, It was a pain in begining but now we have implemented it so effectivey that we are first choice for anyting say new business.
In a nutshell we achieved it by making sure that customer was talking to us keeping he dialouge open .
We didn't do anything different, we did things differntly..!!
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