The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
A good ear
Monday - March 26, 2007 02:42 PM in
Much of the time, all an unhappy customer is really looking for is a sympathetic ear. Someone to complain to, who might not be able to promise to fix anything, but will at least agree that there's a problem.
That's one of the reasons I advocate for using live interviewers for phone surveys whenever possible. An automated survey can't sympathize, and can be especially off-putting if the customer is upset to begin with.
Nothing illustrates the point better than the customer's own words. We got permission to use this audio clip, and it comes after a long survey where the customer was very upset about the way the company had treated her (we edited out the details of the customer's complaint and the name of the client company).
It's clear that just listening to the complaint made a big difference to this customer--and turned her from an unhappy customer to one who is willing to give the company another chance.
Posted by Peter Leppik
Nothing illustrates the point better than the customer's own words. We got permission to use this audio clip, and it comes after a long survey where the customer was very upset about the way the company had treated her (we edited out the details of the customer's complaint and the name of the client company).
It's clear that just listening to the complaint made a big difference to this customer--and turned her from an unhappy customer to one who is willing to give the company another chance.
Posted by Peter Leppik
Posted at 02:42 PM by | | | |