- What is the value of customer service surveys?
- When are you most likely to complete customer service surveys?
More often than not, I am asked to complete a customer service survey when I make an inquiry at a financial institution, hospital visit, or other service. Some surveys are so long that I lose interest before finishing them. Ironically, frontline employees are the ones whose customer service is evaluated. They are usually paid the least but have a major impact on the public’s perception of a company. How frontline employees treat customers is extremely important, but the company’s environment and policies are even more important.
I am in the middle of a customer service situation as I write. Self-disclosure, I am the type of person who likes to resolve issues over the phone. The company in question, like so many others these days, does not. All communication is through chat or email. Here is what I wrote: I can’t access my account. The password is no longer working. I requested a password reset email twice, but none has arrived. I would like to speak with someone about my account. I included my phone number. Here is their response: Thank you for reaching out to our support team! My name is John, and I will be assisting you today. I’m so sorry to hear you’re unable to access your account. We understand how phone call support may seem helpful; however, we do not offer phone support at this time for several reasons:
· First, when we answer questions on the desk, we can keep better track of a customer’s needs and their history with us, and we often need to access user accounts to find a resolution, which is difficult to do on a call in a timely fashion.
· We also have access to all of our specialists here on the desk, and we all work together to guarantee the best solution possible based on each user’s specific needs, without having to put you on hold or make you wait longer. We actually test as a team to replicate real-world scenarios.
· Even if your question is a quick answer, testing on the desk gives us the resources to provide you with a thorough and accurate response. Plus, it helps avoid any risk of “he said, she said” arguments and keeps us accountable since your full ticket history is always available.
I hope this helps! Please don’t hesitate to reach out if there is anything else we can help you with!
My initial objective was to cancel the subscription, I still might, but the response made me feel better about the company. Customer service appears to be a company priority. I haven’t had an opportunity to test the remedy, but I received a survey.
I am glad companies are practicing good customer service. The altruistic spirit is appreciated, but they have an even better reason – the bottom line.
What will you do to make your workplace better? To learn more about my coaching practice, visit: ProDestinyCoaching.comWork Relationships Matter: Customer Service
What is the value of customer service surveys?
When are you most likely to complete customer service surveys?
More often than not, I am asked to complete a customer service survey when I make an inquiry at a financial institution, hospital visit or other service. Some of the surveys are so long that I lose interest before finishing them. It is ironic that frontline employees are the ones whose customer service is evaluated. They are usually paid the least but have a major impact on the public’s perception of a company. How frontline employees treat customers is extremely important, but the company’s environment and policies are even more important.
I am in the middle of a customer service situation as I write. Self-disclosure, I am the type of person who likes to resolve issues over the phone. The company in question, like so many others these days, does not. All communication is through chat or email. Here is what I wrote: I can’t access my account. The password is no longer working. I requested a password reset email twice, but none has arrived. I would like to speak with someone about my account. I included my phone number. Here is their response: Thank you for reaching out to our support team! My name is John, and I will be assisting you today. I’m so sorry to hear you’re unable to access your account. We understand how phone call support may seem helpful; however, we do not offer phone support at this time for several reasons:
· First, when we answer questions on the desk, we are able to keep better track of a customer’s needs and their history with us, and we often need to access user accounts to find a resolution, which is difficult to do on a call in a timely fashion.
· We also have access to all of our specialists here on the desk, and we all work together to guarantee the best solution possible based on each user’s specific needs, without having to put you on hold or make you wait longer. In fact, we actually test as a team to replicate real-world scenarios.
· Even if your question is a quick answer, testing on the desk gives us the resources to provide you with a thorough and accurate response. Plus, it helps avoid any risk of “he said, she said” arguments and keeps us accountable since your full ticket history is always available.
I hope this helps! Please don’t hesitate to reach out if there is anything else we can help you with!
My initial objective was to cancel the subscription, I still might, but the response made me feel better about the company. Customer service appears to be a company priority. I haven’t had an opportunity to test the remedy, but I received a survey.
I am glad companies are practicing good customer service. The altruistic spirit is appreciated, but they have an even better reason – the bottom line.
What will you do to make your workplace better? To learn more about my coaching practice, visit: ProDestinyCoaching.com