The more feedback you get the more you will learn how to delight your customers and will be able to deliver exceptional customer service. Listen, understand, act…
When forager bees come back into the hive, they need to locate receiver bees to exchange nectar. The bees are adept at using feedback to stay in touch with their floral environment and the state of the hive. A long latency indicates that it is very nice outside with plenty of nectar intake. Whereas, a short latency will indicate that times are tough and an influx of nectar is required. Listening to feedback from both internal and external customers enables a company to adapt to deliver better customer service.
Listen to your internal customers, give them the chance to offer support and tell you how things could work better. Your employees spend a great deal of their time in your companies. They see and hear a lot of what happens on a daily basis. They develop ideas around what they think would work and what wouldn’t. Establish a feedback policy that encourages your employees to share, however you want to make a commitment to feedback and make sure that everyone knows you are serious about it. Creating a policy says you are in it for the long haul; that you mean it.
Really listen to what your people have to say and implement something they suggest. They do have good ideas; they do have an interest in what is best for the company. So, be open to really understanding what they have to say and pick something or several things to implement; this will be a great way to show them how important they are to the company and will make them feel valued.
“Ninety-six percent of unhappy customers don’t complain, however ninety-one percent of those will simply leave and never come back” – 1Financial Training services.
If your customer isn’t happy and made a complaint, again make sure you have procedures in place, how much power do your employees have to deal with complaints themselves? How can you turn an unhappy customer into an advocate?? And nowadays, it’s not just the face-to-face, letters or phone feedback that companies need to look after but monitoring the online platform is crucial. The trail that a feedback leave on the Internet gives businesses the possibility to check on their products and brand names — and hope the messages are not negative, because when “word of mouse” is on the run, it cannot easily be stopped and can be extremely damaging.
Giving feedback constructively is the best way to help businesses to make changes in order to ensure they are at their best all the time and that they deliver exceptional customer service consistently. By analysing customers’ complaints and feedback, organisations can:
- Understand customer issues and needs
- Identify and remedy the root causes of poor service delivery
- Improve service and product performance
- Influence customer loyalty and satisfaction
Feedback are a valuable source of improving your customer service and reputation. Handled promptly and efficiently they can save time and money and will prevent a feedback from escalating unnecessarily to a formal complaint.
WANT MORE HELP WITH DEVELOPING YOUR CUSTOMER SERVICE HANDLING GUIDE, DOWNLOAD YOUR TEMPLATE FOR FREE.
Extract from the book, Thrive with the Hive, author Claire Boscq-Scott, download your copy here leanpub.com/thrivewiththehive