Feedback is information provided to an individual or group about their previous behavior in order to help them adjust their current and future behavior to achieve better results. It is a reaction to a product or service and is linked to the emotions of the person providing it, making it an interactive dialogue rather than a one-way communication. Feedback provides insight that can help decisions be made to improve performance and lead to overall development in the right direction.
4. Feedback is the information sent to an
entity (an individual or a group) about
its prior behaviour, so that the entity
may adjust its current and future
behaviour to achieve the desired
results!
5. Feedback is the reaction to a product or
service received by an individual.
It is directly linked to the giver’s
emotions = what they FEEL!
6. Feedback is an interaction or dialogue
between the giver and receiver, not a
one-way communication!
11. ► It is a tool for Insight into your
performance
► The Insight helps you take decisions
for Improvement
►Improvement leads to Developments
in the right direction
16. CASE STUDY OBSERVATIONS:
►There is no Evidence of any
Investigation into the Feedback
Concerns. No Findings or Data of
Investigation are shared
►Effect of Corrective Action taken is not
consistent as the Concerns resurface
►The overall Client Satisfaction Levels
are averaging 50-55% - Target should be
minimum 80%
17. CASE STUDY OBSERVATIONS:
►There is very poor adherence on the
allotted Turn Around Time
►Updates are never given to Feedback
Cell in case of any delay in timely
response from Senior Operations
►Responses are very generic and fail to
convincingly address specific issues,
implying lack of applied thought and
action
18.
19.
20. ►Really Listen ►Elicit / Use Examples
►Ask Questions ►Control Emotions
►Thank the Client for the Feedback he
/ she has given
21. ►Investigate thoroughly
►Consider all related and relevant
factors
►Corrective Action Plan
►Preventive Action Plan
►Monitoring and Reporting Systems
► Train your Team and Support
Functions
►Investigate Exception Cases diligently
►Precisely and clearly share details
This presentation is an attempt to answer this teething question which has probably been plaguing your minds for a long time now.
We have been requesting and receiving feedback from our Clients for a long time now …. But are we really acting upon it the right way?
In order to assess and analyse this I would like to pose a question to all of you ….. >> According to you, what is Feedback?
Feedback is a process of change for improvement.
Feedback is information directly related to the Client’s emotions and indicates what kind of emotions arise within him/ her whenever he / she experiences a service or uses a product.
Feedback gives the receiver a deep insight into the systems that he / she has created, and presents an opportunity to identify flaws so that improvements can be made, so that the receiver’s experience is improved. After Feedback is received and acted upon, the receiver’s action of informing the giver of the changes / improvements made has a very positive effect on the receiver’s impression. Treating giver’s Feedback with importance makes the giver feel understood and cared for. This increases the receiver’s perceived value / importance.
Feedback gives the receiver a deep insight into the systems that he / she has created, and presents an opportunity to identify flaws so that improvements can be made, so that the receiver’s experience is improved. After Feedback is received and acted upon, the receiver’s action of informing the giver of the changes / improvements made has a very positive effect on the receiver’s impression. Treating giver’s Feedback with importance makes the giver feel good and increases the receiver’s perceived value / importance.
Does everyone in the room trust google?... Let’s ask google a question
This is what google has to say about Feedback …. Explain and discuss
This short info-video contains some very useful tips and guidance …..
Insight: Look at this graph…. Can anyone give me insight on the dips in the line progression?? …… These dips are PERIODS OF LEARNING FROM FEEDBACK AND DEVELOPMENT WHICH CAUSES A STEEP RISE IN REVENUE WITH EFFECTIVE INVESTIGATION AND TRAINING!!
Request a member of the audience to share how he / she is currently handling the Client Feedback Process ….