Press Release

Customer Feedback Dos and Don'ts

Many organizations gather customer satisfaction feedback. After all, it's the best way to learn about the needs and concerns of customers. But from the customer's perspective it's how that feedback is handled that really matters.

(Boonton, NJ, Dec 17, 2009) — Getting feedback from customers is the only way for an organization to truly understand the needs and concerns of customers, says Kyle LaMalfa, best practices director and loyalty expert for Allegiance Inc.

However, what makes the biggest difference to the customer is how he or she is treated once feedback is given.

In the December issue of Customer Service Newsletter, LaMalfa notes that best practice companies respond to customer feedback in the following ways:

• Rapidly and courteously respond to customer feedback.
• Ensure that serious complaints and unhappy survey responses are automatically escalated to an appropriate senior person.
• Keep the customer informed of the ongoing status of their issues and requests.
• Ensure that the feedback loop gets closed with customers.
• Let customers know when the company uses one or more of their suggestions.
• Do their utmost to help their organization address and resolve chronic customer complaints, concerns, and issues.
• Track, measure, and monitor customer feedback response times, and continually work to improve their average time to resolution.

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About the Customer Service Group

For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.

Website: http://www.CustomerServiceGroup.com