Feedback from customers can help you identify problems and trends. Identify sources of customer feedback and use them to quickly improve service.
- Do you ever hear the same complaint from customers…over and over again?…Maybe it's an unpopular policy or a product defect,…or it could be something that some customers like…but other customers don't.…For example, there's a fast-food restaurant I like to go to…because the food's terrific,…but they're really not that fast.…So some people might complain about the wait time.…It's not a great place to go if you're in a big hurry.…We often collect valuable feedback like this from customers.…That's feedback that can be used…to prevent problems from happening.…
One of the best ways to use customer feedback…to improve service is to look for pain points.…These are the top reasons why customers…might give your service a negative review.…Let's look at the online reviews for a hotel as an example.…Overall, the hotel has 3.5 stars.…That's not bad, but there's definitely room for improvement.…Hotel guests are generally looking for four stars or better,…so business could really pick up…if they could increase their ratings.…
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- Explore how you can use customer surveys to build rapport.
- Name three ways you can use active listening to serve your customers more effectively.
- Identify the different types of needs that must be addressed in order to solve problems.
- Explain the benefits of taking ownership of a problem.
- Define “preemptive acknowledgment” and recognize its impact on customer service.
- List three types of attitude anchors and explain their differences.