An interesting read by Jeanne Bliss, highlighting a strong approach to customer service. If you think you are good at Customer Service then perhaps you can learn some new things to make you even better. The book questions the value of Customer Surveys… or the resultant actions (or lack of) that follow them…. then provides a 10 step process to improve your level of Customer Service.

Part 1 – What are you doing with your surveys?

  • Is your Company a Customer Survey Score Whore?
  • Is the focus on getting good feedback or giving great service?
  • Are we just asking the questions we know the answers to or are we asking the questions that will give us the right feedback?
  • What actions are we taking with the results? Or are we just collecting data.

Part 2 – What can you be doing better.

  • Act more, Survey less.
  • Fix issues that are important to customers. Not lip service.
  • Get owner and team on board to track all areas of customer service, including lost customers.

Here are the 10 steps…

  1. 1. Elevate Customers as an asset of your business – Measure more than just sales. Measure…New Customers,  Lost Customers, Renewals, Referrals and          Profitability
  2. 2. Create a System to Track and Trend Complaints and Comments – Systemise feedback
  3. 3. Listen to the Frontline troops. Regularly -Listen to frontline people regularly as they’re in contact with customers.
  4. 4. Prioritise and fix the top 10 things bugging your customers -Take Action
  5. Attach Accountability to operational metrics, not survey scores – Set operation standards and responsibility linked to bonuses
  6.  Don’t ask any question without knowing how you’ll use the answer – What are you going to do with the info?
  7. Conduct a monthly customer loss review – Contact customers that leave and get feedback
  8. Build yourself a ‘Customer Room’: use public accountability to drive action – Set up an area for customer focus
  9. Create an Annual customer plan – Plan for growth
  10. Redirect that survey budget- Spend money on customer rewards rather than surveys

Review by ActionCOACH – George Koritsa… thanks George!

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