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Get Customer Feedback. Chapter 8. Objectives. Know why feedback is important Understand feedback receptiveness Know levels of importance Identify ways feedback cards lose effectiveness Know behaviors that reinforce feedback Act on complaints productively

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Presentation Transcript
objectives
Objectives
  • Know why feedback is important
  • Understand feedback receptiveness
  • Knowlevels of importance
  • Identifywaysfeedbackcards lose effectiveness
  • Knowbehaviorsthatreinforcefeedback
  • Actoncomplaintsproductively
  • Applywaystoseekoutfeedback
why feedback is so important
Why Feedback isso Important
  • Feedback is a Form of Coaching
  • Complaints Are Valuable Feedback
  • Getting Input at the Point of Contact
what statistics reveal about feedback
WhatStatisticsReveal about Feedback
  • ¼ customers are dissatisfied
  • Only 5% of dissatisfied customers complain
  • A dissatisfied customer will tell 12 other people about a company that provided poor service
example
Example:
  • Company serves 100 customers/day
    • 25 dissatisfied
    • 1-2 complaints
    • 23 quiet ones
      • Complained to 276 people
be sensitive to your first reactions
Be Sensitive to Your First Reactions
  • Avoid:
    • Acting defensively
    • Skeptical facial expressions
    • Dead air
    • Prolonged silences
act on complaints in productive ways
Act on Complaints in Productive Ways
  • Look at how you receive feedback
    • Show that you are serious
  • Timing
    • Feel empathy
    • Resolve the problem
    • Offer something more to exceed customer anticipation
other proactive way s to g et feedback
Other Proactive Ways to Get Feedback
  • Naïve listening
    • Conveys that you are naïve about what customers want
    • Get customer to explain their needs/wants to you
use customer surveys
Use Customer Surveys
  • Random sample
    • Any customer has an equal chance of being selected for surveying
  • Stratified random sample
    • A certain category of customers has been selected and that anyone in that category has an equal chance of being surveyed
the mechanics of asking for customer survey input
The Mechanics of Asking for Customer Survey Input
  • Face-to-face interviews
  • Telephonesurveys
  • Mail questionnaires
  • Writtensurveys
  • Internet-basedsurveys
slide18

Pleasecircle the numberthat best reflectsyourdegree of agreement with the followingstatements: 1 = stronglydisagree, 2 = disagree, 3 = neitheragreenordisagree, 4 = agree, 5 = stronglyagree

  • Thebusiness office isconvenientlylocated.

1 2 3 4 5

  • Thetellers in thebank are generallyfriendly.

1 2 3 4 5

  • The manager isreadilyavailableif I needtospeakwithhimorher.

1 2 3 4 5

  • Productprices are fair.

1 2 3 4 5

use mystery shoppers
Use « MysteryShoppers »
  • www.humantouchconsulting.com
  • www.bestmark.com
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