49. When You Want Feedback From The Customer


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Customer Service:Basic Of Customer Service

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49. When You Want Feedback From The Customer

  1. 1. When You Want Feedback From the Customer<br />By VanSight<br />
  2. 2. COPYRIGHT 2009 VANSIGHT division of Synbiz Solutions Pvt Ltd<br />2<br />No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of VanSight Division of Synbiz Solutions Pvt Ltd. The information contained herein may be changed without prior notice.<br />VanSight is trademark of Synbiz Solutions Pvt Ltd. All other product and service names mentioned and associated logos displayed are the trademarks of their respective companies. <br />Data contained in this document serves informational and educational purposes only. The information in this document is proprietary to Synbiz Solutions Pvt Ltd. <br />This product contains training material for English or Soft Skills or Personality Development. Synbiz assumes no responsibility for errors or omissions in this document. Synbiz does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement.<br />
  3. 3. The Situation<br />We usually think of customer service as the process of providing something—services, information or products to the customer. There’s another component of customer Service, and that involves the process of getting feedback from the customer so you can improve how you provide for the customer. Most people involved in serving customers<br />Don’t think of this as part of their jobs, but it can be useful. How do you elicit feedback that might help you and your company improve service?<br />3<br />
  4. 4. Techniques Used<br />4<br />Offering choices<br />Empowering <br /> Probing Questions <br /> Active Listening <br /> Arranging Follow-Up <br /> Use Customer’s Name <br /> Thank Yous <br />
  5. 5. Dialogue<br />5<br />The setting is a bank. The employee wants to find out (with the support of the manager), how customers see the service they are receiving, and whether they have any suggestions or comments for improvement. Here’s how she does it.<br />Employee: Mrs. Jones, we’re interested in hearing what you think about our service at this branch. If you have just a minute or two, I’d appreciate it if you could answer some quick questions. Is that OK? <br />
  6. 6. Dialogue<br />6<br />Customer: Sure. If it’s short.<br />Employee: Yes, it’s short. On a scale of one to ten how would you rate the service you receive at this branch? <br />Customer: Well, I guess a six.<br />Employee: Is there anything specific that we could do to raise that rating?<br />Customer: Well, yes. The thing that gets me is that I always come in at lunch time, and it seems that’s when you have the most people waiting, and the least number of tellers working.<br />
  7. 7. Dialogue<br />7<br />Employee: So, if we could reduce the waiting at lunch time that would help? <br />Customer: Yes, it would.<br />Employee: [asks one or two other short questions] Well, Thank you Mrs. Jones. I’m passing these suggestions on to our bank manager, and if you like, I can follow up with you to let you know the result, Would you like that? <br />Customer: Well, no, that’s not necessary. I’m in every week, so I can talk to you then.<br />Employee: OK, well thanks again.<br />
  8. 8. Explanations <br />8<br />This is a fairly straight-forward process. Make special note that the employee offers the customer the choice of answering the questions or not, and uses the same technique at the end of the interaction to determine if the customer wants to be contacted. It’s about offering choices.<br />When asking for information from customers, it’s best to provide some form of follow-up option. This tells the customer that you (and your organization) are sincere about the information the customer provides, and that you are willing to try to do something to accommodate the needs of the customer, it moves the feedback process beyond “just talking.”<br /> you can also see the use of two techniques that should be part of almost all customer interactions—common courtesy. They are using the customer’s name, and using thank yous. <br />
  9. 9. How to Diffuse the Situation<br />9<br />The same basic techniques can be used if your company has some form of feedback form customers can fill out, and drop off. Collecting feedback from customers, and then doing nothing — no feedback and no fixing of problems, is worse than collecting no feedback at all. <br />That’s because it will seem phony to customers. If you collect feedback on your own initiative, make sure you pass the information on to those in your organization that should have the information.<br />
  10. 10. How to Purchase & Download full Course from VanSight.<br />10<br />Download Presentation from <br />www.vansight.net<br />