The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
Extra words
Thursday - February 09, 2006 02:52 PM in
Humans seem to have a perverse instinct to add words to things. Just when you think you have a nice tight survey script someone decides that Hello, this is Mary calling with a survey for ACME Inc. Did you call ACME a few minutes ago? is too short.
Instead, we're asked to begin the survey with something like this: Hello, this is Mary calling to solicit your feedback on your recent customer service experience calling American Consolidated Manufacturing Enterprises Incorporated. ACME Inc. has embarked upon a program of continuous process improvement in its call center, and we'd like your assistance in this six-sigma program in customer service. All your survey responses will be completely confidential, and this will take about ten minutes. Are you the person who called ACME a few minutes ago, or was it someone else at this number?
Let the customer get a word in edgewise, willya?
And what does Mary do if it's the wrong person on the other end of the phone? I'm terribly sorry I just wasted ninety secondsof your life, time that you will never ever get back, reading that absurdly long introduction to the wrong person, and which I will have to repeat when you go and get the right person.
As a rule, I like to cut every single word I can from a survey script. Shorter is better, since we don't want to waste our most valuable resource, the customer's patience.
Posted by Peter Leppik
Let the customer get a word in edgewise, willya?
And what does Mary do if it's the wrong person on the other end of the phone? I'm terribly sorry I just wasted ninety secondsof your life, time that you will never ever get back, reading that absurdly long introduction to the wrong person, and which I will have to repeat when you go and get the right person.
As a rule, I like to cut every single word I can from a survey script. Shorter is better, since we don't want to waste our most valuable resource, the customer's patience.
Posted by Peter Leppik
Posted at 02:52 PM by | | | |