From the course: Customer Service: Managing Customer Feedback
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Responding to positive or general feedback
From the course: Customer Service: Managing Customer Feedback
Responding to positive or general feedback
- Have you ever provided positive feedback on products and services you love, and then just never heard back? Or worse, you got an obviously templated automated response? That's kind of a downer. Let's discuss some rules of the road for responding to customer feedback that's positive or general in nature. A colleague of mine recently conducted impromptu person on the street interviews with dozens of people in Downtown Nashville, where he asked how likely they were to fill out a survey. The most common answer was never because as many said, well, it's a waste of time. The feedback goes nowhere, right? The truth is, on our side of things, feedback is a gift. Someone's provided both their thoughts and time, and we should honor and respect this gift by responding in a meaningful way, and that in turn will encourage more feedback. Let's look at four principles that are key when responding to positive or general feedback.…
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