How do you know that your customer service support team is providing your customers with quality care? If you do not implement a system for retrieving feedback from your clients and customers, you won’t know if your business is exceeding customer expectations. Your customers are the heart and soul of your business; it’s important to always keep that fact in your mind. Here are five sources of effective customer service feedback:
1. Phone Monitoring
If you offer help desk support to your customer base, take the time to monitor phone calls. Help desk support is often the first step for customers who are looking for assistance with a product or service that you offer. Listening in on these phone calls will alert you to service issues before they spiral out of control. If your agents are not delivering polite, prompt support, retraining is in order.
2. Your Website
Every business website should have a customer service feedback form for its clients and customers. Keep your form short and simple so that your customers will take the time to fill it out. Your form should contain to more than five statements. Ask customers to rate their experience with your team using a scale of one to five, with one being very dissatisfied and five being very satisfied. Be sure to include a box for additional comments.
3. Outside Websites
Customer-review websites are an invaluable source of information. Sites like Yelp! and Angie’s List, and apps like Tello, are used by thousands of people every day. Keep an eye on any reviews left by your customers. It’s human nature to complain more quickly than to praise, but pay attention to negative reviews. You can’t please everyone, but if you notice the same complaints time and again, there are adjustments that will need to be made.
4. Direct Contact
Nothing is more appreciated by customers than a manager or owner of a business reaching out to ask about the customer’s experience. When people call your company’s help desk, make sure that your employees are retrieving a phone number. Spend an hour at the end of the week calling some of these customers and inquire about their experience with your support team.
Billions of people have Facebook accounts. It stands to reason that the majority of your customers are using social media. Facebook has several apps that will turn your wall messages into tickets. You can easily track communication and customer service feedback using these applications. Zendesk and UserVoice are just two such applications that you can utilize. When you utilize Facebook and other social media sites effectively, they can be a useable source of information.
Providing poor service to your customers is worse than providing no service at all. If you don’t take the time to track the effectiveness of your customer service support team, you will quickly find your business and profits suffering. Follow the tips above to start an effective monitoring system.