Let Your Customer’s Voice Be Heard – It’s Worth Listening To
July 27th, 2011 by Elan Sherbill
If you are passionate about excellent customer service you need to encourage customer feedback and actively listen for opportunities to improve your business. One method commonly used to gain feedback is sending your customers satisfaction surveys following an interaction with your customer service team.
Structuring Surveys: Questions & Comments
Begin by asking simple questions that reflect your service goals. If you are looking for feedback about your customer service agents’ performances, ask customers to rate how satisfied they were in regards to:
- How long it took for the call to be answered by a live agent
- The agent’s professionalism
- The agent’s understanding of the issue
- The agent’s ability to resolve the issue
- Overall quality of the interaction
Or, you may want to focus your questions on a customer’s experience with your product and how likely they are to recommend it to others.
Adjust these questions as you see fit, but it is vital that you do not limit your customers’ insight to the questions you are interested in. Your customer has a unique perspective about your business, especially the customers who are calling your customer service department. Therefore, it is important to provide a space at the end of every survey for people to express their opinion in their own words.
Benefits of Verbatim Customer Comments
