Register now or log in to join your professional community.
• How to avoid a dsat(0-6) detractor survey? • For an individual as a rep and as a call center as a whole the target is how to avoid a dsat survey. How to turn a detractor to at least a passive customer if not a brand promoter. There is a whole mechanism of escalation matrices to escalate a customer case to a Customer Loyalty manager if it is a big corporate customer and he is threatening to sue the co. • But the multinationals have support centers all over the world specially in India , Philippines, Egypt, Singapore, Dubai and many other places. • Survey mechanisms vary but it is generally shot when an agent closes a customer’s case as issue resolved . • But then if it is not an FCR( first call resolution , a call back has been promised to do some research , or call back promised from a case manager) the agent handling the case may not be the owner of the case and may be located in another country a10000 miles away. He or she may not take proper care as the ownership of the case remains with the1st agent when the customer called the1st time. • So do u agree that the rep should try to resolve the case in the call itself when the customer1st calls in.
By offering the best customer service, the time in which there issue has been resolved.
best customer service,the higher the response rate, the more representative of your customer base the survey will be
Include your employees in the process -If you want to engage with your customer base in a meaningful manner then it is vital to include your employees in the process.
Not to prepare is to prepare to fail - Spending time ensuring that your data meets your requirements as a business aids you in making sure that when it comes to acting upon the detractor feedback you are putting your effort into those areas where it will have most impact
Results and responses - the higher the response rate, the more representative of your customer base the survey will be
Implement suggestions - Implementation of change should be spread throughout the business and clear lines of responsibility
Communicate - regular communication with your customers is a great way to improve
