Survey: Poor Customer Service Common, ExpensiveROBERT SIEGEL
Now that you know what the most popular questions are, you should feel confident in building a survey that delivers high-quality responses! You might also like Survey Platform Announcing Connect: Our new hub of native business apps Customer Stories ...
Your team needs real strategies, not scripts. Our guide has 15 customer service scenarios, from late deliveries and refund requests to data concerns, with clear solutions for each.
Rather than assuming that your communication is effective, ask questions to establish a clear understanding. “We hope you know that extra delivery charges will apply to your location. Do you have any further questions?” This is a great way to ensure that everyone is on the same page. Here...
2. When Customer Reps Do Not Listen Carefully to What the Client Needs Yourcustomer service problem-solvingstarts by diving due importance to listening. This is often overlooked, which may result in catching the customer service agent off guard with questions to which you may not have the approp...
Although the survey found widespread agreement that older workers were better than younger colleagues when it came to reliability commitment loyalty and customer service these qualities were not necessarily considered to be worthy of advancement. More than half of respondents believed that workers between...
1. You don't clearly define the goal of the survey. Once you decide you want to issue a customer satisfaction survey, it can be easy to jump right into drafting questions. However, take a step back and consider why you are creating this survey in the first place. Any good researcher ...
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By training your agents to handle a wide variety of questions or to be able to provide support and sales, the likelihood that they will have to transfer the caller reduces significantly. Train specialized agents. If it’s not necessary for each agent to know the answer to every single ...