Two Ways to Improve Client Satisfaction By Andrea Sugden

Introduction

•As senior vice president of national accounts for Adecco, Andrea Sugden demonstrates a number of executive level skills, including the planning and implementation of effective strategic account management. In addition, Andrea Sugden has received multiple acknowledgements for her high client satisfaction rates.

About Client Satisfaction• Client satisfaction and customer retention rates are among the

strongest indicators of a business’ chances at long-term success. Even companies with near-perfect client satisfaction rates should continue working to improve. Rewarding customers has long been one of the most successful methods of increasing client satisfaction rates, but assisting customers with issues they may be having with a product or service is equally important. Employing experienced, multi-talented IT personnel is a great way to guide customers through any technical difficulties they may be having. This attitude can be applied outside of the IT department as well; studies have shown that if a customer's problem with the company is handled effectively and courteously, the client will continue to do business with the company 70 percent of the time.

Conclusion

•At the same time, customers should not be handled in an overly technical way. Client satisfaction rates rise when businesses listen to feedback and improve their overall service or product. While customer satisfaction representatives should have a technical understanding of the product or service being provided, they are sought out by clients for the advice they can give on a human level.