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Positive & Negative Feedback

Make it very easy for your customers to give you feedback – good and bad. Just asking for good feedback means that all those customers who are unhappy will not participate and may go elsewhere. Likewise, asking for just bad feedback can result in staff becoming de-motivated as it will appear that they can’t do anything right. We all welcome programmes where you can give staff of a company you use a voucher to say well done, but if the same company makes it hard for you to complain, and when you do they don’t seem to care, then why bother?

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TIPS

If you operate contact centers in different parts of the world make it easy for potential customers who may call a local office and find it closed to contact other offices if they want to. An example is when I called an airline to book a business tri... Read More...
August 7, 2020 5:00 AM
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Sometimes callers will contact you just to find an e-mail address or web address. Your company should do everything possible to ensure alternative channels are easy to find. For example, if you send out statements mention your web address and e-mail ... Read More...
August 6, 2020 5:00 AM
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