Janelle Barlow

• Business
• Customer Service

There is a separate section on customer feedback that teaches staff how to decide whether it is personal criticism (on their performance ) or targeted at the company

The philosophy of the book is about providing quality service delivery, utilizing the complaints of customers to improve services and maintain customers

We are provided an eight step formula for customer satisfaction

1 Say thank you,2 Explain why you appreciate the complainant’s feedback,3 Apologize for the mistake, 4 Promise to do something about the problem immediately (and accept responsibility),5 Ask for the necessary information, 6 correct the mistake promptly,7 check that you have achieved customer satisfaction, 8 Prevent future mistakes.

If companies are sending response letters they are advised not to just send a generic blurb response but to actually address the customer’s specific complaints.

In today’s information era the best way to utilize this philosophy on the internet is to engage customers in real conversations (blogs are ideal tools in this area).

When addressing feedback on the internet, even automated responses (as customers post complaints) need to have a personal feel.  Responses such as “While we can’t get back to you personally we value your input” don’t give the impression that the complaint will be actioned. We should provide a personal email that addresses their problem and is signed with a real person’s name.

As we read the book a lot of the suggestions seem common sense but as we are advised that since it was first published over ten years ago there is still sub standard service out there, it is apparently not so common.

YES

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