Workforce Management Featured Article
Optimizing Customer Feedback in the Workplace
When doing business in a retail store or with a call center agent, customer feedback is extremely important. It’s so important that employees repeat their names and consistently asking about their performance. With the goal of the customer writing a rave review about the employee or agent, how do employees ask customers for the feedback they want without being pushy and obnoxious?
It can be difficult, but management must ensure its employees are bringing up surveys as an option and not an obligation. No one wants to feel pressure while shopping or resolving an issue via a call center.
Employees should bring surveys to customer’s attention at the very end of a transaction and just highlight the area of importance. If the service was really that great, a positive response will come in whether it is through a survey, social media or an email.
Agents can make callers aware that the company wants to perform transactions in the best way possible and consumers are at the core of that. Making callers feel they are a part of a process of improvement may lead them to want to complete surveys. If there is already brand loyalty and someone does an exceptional job, taking two minutes to address this is worth it for customers.
Customers all lead different lifestyles, so make the surveys an omnichannel experience. Make them accessible via phone, email, SMS.
Finally, stop the competition within the workforce and put it to the customers. When approaching the survey idea, let the consumer know that if they fill it out by a certain date, they can receive discounts, promotions, get entered into a contest, etc. That way employees and agents will get the feedback that they need with consumers feeling like they are getting a reward all the same.
What tactics will you implement with your staff?
Edited by Ken Briodagh
