The more high tech the world becomes the more high touch people crave.
Q)Why does the feedback have to be externally monitored?
A)The number one reason that Customers cite for not giving feedback is the fact that they don’t think anything will change. By having feedback go via a third party it is a clear statement to the customer that their feedback is significant and does contribute to the overall rating that the business earns.
Q)What if we get negative feedback?
A)This is not all bad. Negative feedback can be helpful to a business as it identifies a previously unknown weakness that can be quickly evaluated and corrected.
Q)Is this feedback really necessary?
A)Best answer to that is the person who pays your wage is the Customer – are they really happy? Remember – a happy Customer is the best job security on the planet.
Q)Where is the best place for the feedback link?
A)Simple - ask for feedback on Customer Service at every opportunity. At least the front page but also think about any page off which the customer purchases from or gains information about your products or services. You may display the feedback link as many times as you wish on your web page.
Q)Will it seem that I’m always pestering the customer?
A)Each and Every transaction (visit) is vital to invite feedback because Customers’ rate your business based on their last experience. Regular Customers will see your accreditation improving as well.
Q)How do I respond to negative feedback?
A)The Golden Rule:- Make a personal commitment to respond positively to all Customer Feedback. Customers who genuinely don’t care don’t give feedback; customers who take time to give feedback are giving you a chance to respond.
Q)What if the customer is “just visiting”?
A)You, your family, and your friends, all deserve good Customer Service every time you spend money; equally every customer that invests their time on your web page deserves an excellent service experience.
Q)Will my customers resist filling in the same form?
A)While the form remains the same the layout is randomized for accuracy of responses and to stimulate customers to consider each response.
Q)Why put all this effort into customer service?
A)Never forget the Customer can always choose where to spend their money. As all markets become more generic it is the service experience that differentiates competitors.
Q)Who should drive this process in our company?
A)Always remember, “Customer Service starts with me”. The service department fails to respond to an enquiry – every manager and every member of the service department needs to know we blew it. The service department receives a complimentary feedback – every manager and every member of the service department needs to know we did well.