How Customer Service Surveys Can Help Your Team Improve
It’s important to know what your customer thinks of your performance. After all, good customer service is tailored to meet the needs of every customer, and the best way to find out what those needs are is to ask. Here’s how customer service surveys can help your customer service team improve and learn.
Real feedback from real customers
The best way to analyze how well or how poorly you’re meeting your customers’ needs is to find out directly from those customers. Most people won’t go out of their way to complete a survey unless they are very motivated, either by anger or by happiness. This means you can find out exactly what your team is doing right–or wrong–by reading the customer feedback in the surveys.
Monitor changes in customer feedback
By reading and reacting to the surveys as they come in, you can remain flexible in your customer service. Are you seeing lots of angry surveys coming in after changing the way you do things in your service department? You can address your customers’ anger before they walk away and work to bring harmony back to your relationship.
Highlight great customer service
Want to know who’s really doing the best job in your customer service team? Great customer service isn’t always about who takes the most calls or process the most customers in a day. By reading the feedback your customers offer about your team members, you can easily see who’s going the extra mile and who isn’t quite providing the ultimate customer experience. This will allow you to adjust your training and reward those team members who consistently have high levels of positive feedback from your customers.
Morale boosters
Sometimes, your team members just need to hear that they’re doing a good job. When that praise comes directly from your customers, it means a great deal. It can be a great boost to team morale when you have a steady stream of positive feedback from your customers.
For more great tips on growing the best customer service team possible, visit the Answer 365 blog or call to speak with a friendly, knowledgeable staff members today.