It is in everyone’s best interest—the company, the managers, and the customer service agents—to actively ask for feedback across many different types of contact, rather than just waiting for feedback to roll in. This is because when customers are not prompted to provide feedback, they will only do so in extreme situations, which ultimately is not representative of the overall service given.
For this reason, it is often crucial that customer service agents encourage customers to partake in the customer satisfaction survey. But how do you naturally fit this request into your conversation with your customers? By following the steps that we have laid out here, you will be laying the foundation for the customer satisfaction surveys to come piling in.
1. Win the Customer Over Through Quality Service
Remember when we said that without being prompted to do so, most customers are likely to voice their opinions only in the event of an extremely good service experience or an extremely bad service experience? That’s because, let’s face it: mediocrity doesn’t move us. One of the most important steps to take to promote the customer satisfaction survey is to win the customer over through quality service.
You can give your customers a quality customer service experience by practicing good listening skills, personalizing your service, having a warm and friendly attitude, being honest, and by putting the customer’s needs first in the form of a quick and effective resolution.
This is one of the things that my Uber driver, Rodrigo, did right. By offering an exceptional, memorable service, he upped my desire to rate his performance. When you resolve a customer’s issue with kindness, efficiency, and expertise, you are already well on your way to watching those feedback surveys come piling in.
2. Timing is Everything
Nobody wants to be cut off just so you can squeeze in your two cents about the customer satisfaction survey. Knowing when to promote the customer satisfaction survey is a huge part of knowing how to promote it.
A good time to promote the feedback survey is towards the end of the conversation, after your customer’s issue has been resolved. Try slipping the promotion after asking, “is there anything else I can do for you today?” If the customer says yes, go ahead and resolve whatever else it is that they had in mind. If they say no, ask them if they wouldn’t mind giving you feedback. Do not promote the survey before fully resolving a customer’s issue – this could lead to frustration and dissatisfaction.
It can take a bit of practice to know exactly when to promote the customer satisfaction survey. If you mention it too early, it may seem like you are rushing your customer, and that you don’t actually care about their issue. He or she might think, “what have you done for me that I should do this for you?” However, if you mention the feedback survey too late, you could miss your chance. Your customers might be wanting to get off the phone/live chat already, and may not really want to hear anything else you have to say in the wrap-up process.
Take my Uber driver, Rodrigo, for example. Rodrigo mentioned the customer satisfaction survey at the end of the car ride, right has he was getting ready to pull over. He hadn’t stopped the car yet, so I was not rushing to get out and go on my way. At the same time, he didn’t offer too early—my destination was already in sight by the time he popped the question, and I knew that he had done his job and done it well.
Any Doubts? Check out how the agent in the following example promotes the customer feedback survey: