Are your customers telling you the whole truth?
Getting your entire team involved with your GuildQuality surveying program can have a positive impact on your company’s overall delivery of customer service. Think about it, if everyone in your company is committed to delivering excellent customer service, not only are your current customers happy, but you’re creating a great foundation to satisfy future customers as well. The following are five quick tips to help your team get more engaged with your GuildQuality surveying program and take ownership of the customer service they provide.
Add team members as users to your account
Granting members of your team access to your GuildQuality account is a great way to encourage engagement with your surveying program. We offer three different levels of account visibility to help manage what each individual on your team experiences within the account. To learn more about adding users and the different layers of access, check out this help center article.
Ask questions that measure employee or department performance
From the initial meeting to the final walk-through, your customer is interacting with different people from your company. Every member of your team makes an impact on the experience of your customer. Aside from just telling your employees they matter, show them the results of their interactions. Survey your customers and ask them specific questions about their time spent with individual employees or particular departments.
Recognize excellence in your surveys
So often hard work can go unnoticed. Give your best-performing employees the opportunity to shine and include a question on your survey that expressly provides an outlet for your customers to describe outstanding service from a member of your team.
Set team goals based on scores
Nothing is more gratifying than accomplishing a goal. Use your GuildQuality surveying program as an opportunity to set customer satisfaction goals for your team to go after. For example, if your customers continually provide your company with 2’s on questions related to job cleanliness and safety, make it a team goal to achieve 4’s for those questions.
Review customer feedback as a team
Many of our members use their customer feedback in different ways. The companies who are the most successful at building a strong customer service culture review every survey response and ensure their team reviews the feedback as well. They discuss impressive work and find solutions for weaknesses, using the opportunity to learn and grow as a team.
For more tips on strengthening your team’s commitment to quality, take a look at these posts: