From the course: Customer Service: Motivating Your Team
Join today to access over 22,600 courses taught by industry experts or purchase this course individually.
Assessing service interactions
From the course: Customer Service: Motivating Your Team
Assessing service interactions
- How do you assess the quality of customer service interactions while making sure that your employees continue to feel motivated? Here are four important recommendations. First use surveys that help you understand the customer's perspective. Response rates are high when short surveys immediately follow the service. This is an innovation that Uber brought to taxi service for example. Short surveys right in the app. Also there are many ways to personalize surveys. For example, the employee's name and picture can be included in a followup email or text with the question, how did Brad do? A second question could be more process oriented. For example, was your issue resolved? Or how likely is it that you'll recommend our service? Employees tend to like getting feedback directly from customers. Then use internal input to compliment what you learn in the surveys, you can only get so much from customers and they don't know the behind the scenes anyway, such as how information's documented…
Practice while you learn with exercise files
Download the files the instructor uses to teach the course. Follow along and learn by watching, listening and practicing.
Download courses and learn on the go
Watch courses on your mobile device without an internet connection. Download courses using your iOS or Android LinkedIn Learning app.