Page 35 - CUST SVC TEXTBOOK 2020

11.3 Ways to Handle Customer Feedback

After obtaining customer feedback, it is just as important to know how to use the information.
These data can help the organizations to improve if the feedback is worked in properly:

1. Listen attentively to the feedback/complaint

2. Help to resolve problem if within your ability

3. Refer to supervisor /manager if the problem is beyond your ability to handle

11.4 Golden Rules of Customer Feedback

1. Believe that customers have good ideas

- Customers know what makes a product or service valuable

2. Gather customer feedback at every opportunity
- Every customer interaction is a chance for feedback

- Avoid thinking you are bothering them

3. Focus on improvement
- Word will spread quickly when a company's quality improves, especially if you thank

some customers for their help

4. Actively get good and bad feedback

- Ask "what is the one / main thing you would change or improve about our

service/product?"
5. Make it easy for customers to provide feedback

6. Share customer feedback with the staff

7. Use feedback to make changes quickly

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