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Here is an example of why you should ask for customer feedback in an honest and upfront manner. There are examples of how customers react when they feel tricked, or misled. Here is an example of how to provide excellent customer service while owning your survey results.
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Post Customer
Survey
By Belinda Baardsen
What is the purpose of the survey?
Feedback
Quality Assurance
Voice of the
customer!
How do I ask for my survey?
Pleasssee?Take it, or else!!!
How about this way?“I am now
going to transfer
you over to our
Customer Service, so
that you can take
my survey…….
”
Why am I able to make this transition like this?
It’s all about relationship building
It’s a wee thing called PEC;
without it – I can’t get here.
It’s also called “owning” the survey1.You know that
there is a survey at the end of the
call. 2.You are
transitioning the call with
confidence 3.You are proud of
your efforts to deliver an excellent
experience for your customer.
Taking responsibility for resultsAfter building a
relationship with the customer, you are willing to take responsibility for
outcome, by being “up front” that
there is a survey at the end of your call
which allows the customer to express their
honest opinion of your work.
The Flip sideYou can’t avoid the survey, by
refusing to push the button –
because the survey is set
on (auto) send – and the
customer will receive it --
So take charge of your results!
Own it!
Tell the Story behind the Survey“You will receive a
survey, by auto bot, it will take you 30
seconds. There will be 4 quick questions about me, and my service. There is a
scale of 1-5 – 5 being the best! If I receive
less than 5 then I have failed you –
please tell me now – what I can do now to
earn those 5’s?
Confirmation“Will you take my
survey?”
Expect customer reaction
Most customers are not used to an honest & up front request for feedback –
and will tell you – “Yes! You’ve done a great job! I’ll take
your survey!”
Here’s the alternative
“Will you please take my survey?
No, I’m in a hurry, but thanks…
Sure, I will…(but, they don’t)..
What happens when they say “no” ..
And the survey comes through anyway…? And it will; because it’s on auto
send…
What do you think the customer
thinks?
Integrity wins the day every day!1.Speak with
confidence2.Be honest3.Build
relationships4.Listen5.Care6.And let your
customer know what to expect up front = trust