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Client Feedback by Juneid Kazi - May 2017
- 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
- 15. CASE STUDY:
- 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
- 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
Editor's Notes
- 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 ….