Sunday, September 27, 2015

The Best Resource for Customer Service Data

The Best Resource for Customer Service Data

Out of all the resources your company has access to, for the most up to date data available that really shows how your customers rate your company, the most important resource is your front line staff. If you take all other customer service metrics combined (comment cards, surveys, etc.) you still won't get as much information as you will with what front line staff hear every day.

Customers have the habit of telling employees exactly how they feel about a company, in fact much more honest comments than they would ever put on comment cards or in surveys. And yet, most companies ignore this most valuable customer service resource.

If you really, truly, want to know exactly what your customers like and don't like about your company and its products and services, talk to your employees. Ask them what the customers are saying. You may be surprised at what customers really have on their minds. However, you can use this information to tailor a more effective customer service program.

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