3 Steps to Exceptional Customer Feedback Management, Part 3


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Making Sense of the Chaos:
Now that you have your customers’ feedback and your agent has received the feedback, what do you do?

If it’s something in your personal life, career… everything needs to have priority. Whether the item is high or low on your list, there’s some sort of prioritizing in everything we do. The same stands true with customers’ feedback. How are you going to prioritize their feedback?

There’s a great article about prioritizing on Mind Tools’ website where they make a good point about putting things in high priority that will help with profitability; whatever works best for your company.  

For a simple example, maybe one customer mentions that you like when your business follows up with customers with an email and another customer likes a personal phone call.  These are all great ideas but what do your other customers think about this? How do you figure out which one to implement?

Likewise, in school, I remember the teacher always asking for the student’s opinions such as, “who wants to go outside for a break” and “who wants to have extra reading time” (something along those lines) and how did he/she decide what to do? The teacher had the kids vote and went from there. This seems like such a simple idea but how often do we see the voting process implemented? Not very often.

I believe this idea would help customer service efficiency and make customers happier, faster.

What are your thoughts on the voting process? Do you have a different idea?

Republished with author's permission from original post.

Hoyt Mann
As co-founder and president, Hoyt oversees all operational aspects of the business, including sales, marketing, service delivery, and customer support. His extensive resume encompasses over 15 years as an innovator, entrepreneur, and overall technical evangelist with leading Dallas-based companies, including EDS, EpicRealm, MCI and OpenConnect Systems. Before forming PhaseWare Inc., Hoyt served as director of engineering for RamQuest Software, providing executive support to Founder and CEO Randall Nelson.


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