We all make calls to customer service when we have concerns or questions about a product, service or our accounts.  You may have noticed you are sometimes asked to participate in a brief survey at the end of the call.  The survey asks questions about your experience during the call.  This is becoming more and more common because business’s realize customer feedback is vital.

Everyone knows you can’t please all the people all the time.  No matter what you do there are some customers who you will never please for one reason or another.  However, staying in the dark about customer’s impressions of your company or service can be very detrimental.

Many people who are not happy with your business won’t just “volunteer” their feedback.  They would rather mumble a few harsh words under their breath, find another company to do business with and tell everyone they know why they would not recommend you and there goes potential customers.  You have to solicit customer feedback!

Soliciting feedback either by surveys, comments on your website or blog, in your newsletter or by e-mail is a practice that should not be ignored.  Requesting feedback lets customers know you care about what they think, how they feel, and that you consider them a valuable resource.  When you do get feedback in an e-mail especially, it is important to try and address them within 24-48 hours.

The practice of responding to feedback can be a bit time consuming if you are getting a lot of response.  It is however a part of your business that deserves your attention.  If you are clueless about what customers are unhappy or frustrated with, how can you attempt to fix it and keep those customers away from the competition?  

In this instance, what you don’t know certainly can hurt you.

This entry was posted on Tuesday, February 2nd, 2010 at 11:34 am and is filed under General. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.