Actively gather customer feedback to improve service

September 10, 2010
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Note: This is the fourth in a series of six articles about improving your business’ customer service.

In the last installment of this series, we talked about improving customer service by following through — a key component of maintaining good relationships with customers.

Today, we want to focus on the idea of actively gathering customer feedback. No one knows your business quite like your customers, so it’s important to always be getting feedback on how you’re doing and what you can do better.

Some people will tell you to do a customer survey, however, it can sometimes be difficult to get customers to participate and a survey will never give you the whole picture. So it’s important to go beyond that and designate one or more customer service employees as morale monitors. These people track what is being said about your brand online on sites like Yelp, Facebook and Twitter.

Some companies and organizations will reject this idea because they’re worried their customers are saying bad things about them. Chances are they’re not, but if they are, it’s your job to identify any problems or issues and try to develop a solution. Just because you’re ignoring the problem doesn’t mean it’s not there.

Never wait to receive bad news. The longer you let an issue persist, the more difficult it may be to remedy. The more in tune you are with your customers, the happier they’ll be and the more likely you are to keep them coming back for more.

This post is brought to you by the good folks at Dale Carnegie Training of Central & Southern New Jersey. We would love to connect with you on Facebook and Twitter @CarnegieJersey.

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2 Responses to Actively gather customer feedback to improve service

  1. […] To read the rest of this article, visit the Dale Carnegie Training of Central & Southern New Jersey blog. […]

  2. […] the last installment of this series, we talked about actively gathering customer feedback to improve service — and that means going beyond a customer survey. Today, we shift our attention […]

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