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