Customer Service: Feedback Before the Finish Line
by Kate Nasser |
It is common in a restaurant for the server or maitre d’ to ask you how you like your meal while you are eating. They gather feedback before you are done. Hotels ask their guests how is their stay going.
There are pearls of wisdom in that approach. Gathering feedback before the finish line gives the customer service provider a clearer picture of the customers’ expectations throughout the delivery of service. This tremendously increases the chance for customer satisfaction.
Then why do customer service providers rarely gather feedback during a phone call or webchat? They often ask a customer to stay on the line after the call or chat to complete a feedback survey. Isn’t that a bit late for that customer’s satisfaction?
Customers’ feedback are little pearls that your reps and agents can string together into customer satisfaction before the finish of the call or chat.
I ask for feedback while I am consulting with clients — face to face, on the phone, or online in a webinar or videoconference. When I am delivering customer service & team building workshops, I ask for feedback at breaks and lunch to see what they are thinking.
Picture your reps or agents asking customers — “how’s my service so far?”
It makes customer service a dialogue — an engagement of the customers’ views during the process. Empowered reps and agents can then adjust their delivery to meet the customers’ needs.
Social media is engaging your customers more than ever before. Are you? Engage them and gather some pearls during the calls and chats.
- Dynamic in-the-moment low cost learning about customers’ needs and expectations
- Creating a loyal customer through listening to them and reaching their finish line
- Preventing a dissatisfied customer (who seeks an audience) bashing your brand on Social Media
- Creating memorable moments instead of routine actions — customers remember moments and your brand!
One simple question, “How’s my service so far?” to change course and turn customer service into customer engagement.
Gathering feedback before the finish line gives you preventive and proactive success!
What tips for success would you like to share in the comments section below? I welcome your perspective.
©2011 Kate Nasser, CAS, Inc. Somerville, NJ. For permission to re-post or republish, please email email@example.com.
Kate Nasser, The People Skills Coach, delivers customer service and team building workshops that take your people from inspiration to action. Now celebrating 21 years in business, Kate delivers results that are well known in the corporate world. See this site for more information.