How to Make Your Customer Success Manager’s Job Easier
Let’s face it, your customer success managers (CSM) work hard. You might wonder, how can I save them some stress? Thankfully, there is a way. As we all know from first-hand experience, the hospitality industry is about strategic multi-tasking. With so much to do, we may lose focus on the most vital goal: customer satisfaction.
Let’s talk about satisfaction. How do we get it? How do we keep it? Getting in the mind of your customer will ultimately benefit you. Know their goals and objectives and ensure you are accommodating them. By doing so, you are tackling problems before they even develop. Being on the customer’s side and really listening to their inputs shows that as a company, we care. A happy customer, remains a customer.
Training triumphs trouble
As a CSM, it is nearly impossible to listen to every conversation that we have with our customers. A good way to ensure that you are communicating our company’s message is with proper employee training. Who represents you? You want your staff to welcome your customers and serve as tools to building your brand. In training, perhaps you may give real examples of how to approach a situation. For example, a customer sending their food back. You do not want your server to leave the food at the table while resolving the problem. Instead, make it clear to your employees to remove the food and grab a manager right away. This way, the server doesn’t argue the customer or feel overwhelmed by confrontation in the midst of a dinner rush.
Social media savvy
Customer success can go beyond face to face interaction. Being active on social media goes the extra mile for engagement. Customers appreciate feeling special through attention. Customer service through social media meets your customers on platforms they are already using. This sort of interaction doesn’t feel like a chore to customers and is easy to come by. How can you achieve this? Searching websites like Twitter or Instagram with your company’s name or unique keywords can lead you to the right place. If a post is relevant to you, don’t be shy, say hello and thank your customer for coming in.
Customer feedback is crucial
After customer interaction, it is often hard to achieve feedback on how you did. That is where instant feedback and automated surveys come in. Whether it be positive or constructive comments on your business, your success managers want to hear it. However, customers only want to give feedback if it is non-obtrusive. Perhaps advertising in a check presenter or on a printed receipt where the customer can go to be heard. Fortunately, there are simple solutions to receive feedback and listen. With BlurtBox managers are able to obtain private comments from customers in real-time. This means there would be no public negative comments and more time to focus on individual customer concerns. Thus producing a more personal relationship between the customer and the company. Your CSM will thank you for the simplicity of this service.
CSMs are constantly stretching themselves thin. Now they don’t have to. Putting these tactics into practice can help make your CSMs job a bit easier — but not too easy. With tools such as social media and BlurtBox, success is a no-brainer. Your customers are waiting, sign up for a free Blurtbox account today!
