Survey data is critical to understanding the pulse of customer satisfaction. Often times we collect the survey data, report the statistics, and then file the survey away without ever sharing the results with front line staff or formulating a specific response to the information received.
Front-line staff must be included in any response as they are where the rubber meets the road of service. Customer comments can and should be used in any future customer service training.
Step 2: Identify Specific Service Success and Failure Examples
Ask managers AND front line staff to identify a specific customer service success and a customer service failure that took place in the past several months which impacted the customer relationship in a positive or negative manner. Once identified, discuss how you can replicate the success for other clients and avoid the failure for future clients.
Step 3: Review Service Support Technology Needs
Whether you are a large business or a mom and pop shop, you need to keep pace with technology changes. Social media has become one of the primary avenues for receiving and responding to customer complaints. Large companies are turning to consultants to stay on the cutting edge of this technology. Small business owners can find qualified consultants in their budget and may find their least expensive and most qualified implementation guru is their teenage child! Spend time on the front end deciding what results you want and it will lead you to the strategy that will position you for success!