|
Your
employees are probably well aware of common customer complaints and
compliments. Make good use of what they know. Here are some tips for
managing valuable indirect customer feedback:
Make
a point to regularly meet with your team members to discuss customer
problems and possible solutions.
Identify
and outline the types of changes your employees can make to immediately
satisfy a customer and the types of complaints they should bring to
discussion for further examination (i.e. your team member is authorized to
replace a broken product, but should there be chronic problems with a
certain product or service s/he should bring it to discussion to see if a
change in distributor or manufacturer or discontinuation is the right
answer-this is a call for management to make)
Encourage
employees to elicit feedback from customers. For example, you could
institute a policy whereby at the end of sale a cashier or team member
asks customers How was your shopping experience today or Is there anything
we could have done to improve? Similarly, you may want to have a team
member periodically solicit feedback from customers on the sales floor.
|
