The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
Interpreting Survey Answers
Tuesday - February 27, 2007 10:00 AM in
Humans are wonderfully complex creatures. Spend any time listening to customer feedback, and you'll discover just how irrational, forgiving, vindictive, understanding, impatient, or empathetic people can be.
That's part of the reason why it's important to survey customers: even the most expensive consultant will occasionally be surprised at how real people react to a given customer service experience.
Case in point: the customer who gives better feedback to hostile service.
Know your customer, as they say.
Posted by Peter Leppik
Case in point: the customer who gives better feedback to hostile service.
Know your customer, as they say.
Posted by Peter Leppik
Posted at 10:00 AM by | | | |