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1- Listen carefully
2- Your attitude
3- Hear
4- Apology
5- Resolve
6- Diagnose "Get to the bottom of why the mistake occurred, without blaming anyone; focus on fixing the process so that it doesn’t happen again."
Call recordings and evaluation after calls actions and followups
Internal and external feedback tools are critical in collecting service data and understanding critical failure points.
Internal feedback can include employee satisfaction surveys, one-on-one discussions with employees at all levels, as well as system down time that may have impacted your service. Given teh opportunity, employees can point to areas that cause friction with customers and result in service failures.
External feedback is gathered from direct customer comments via your customer service surveys, social media or direct communication from customers to the management team.
Feedback, on its own, is NOT enough. Determining if you have the proper data to identify service failures and implementing corrective measures are the two steps that any organization needs to avoid future failures.
Should your data be insufficient to identify issues and correct them, feedback gathering must be modified to focus the feedback on specific areas of service provided. Once negative trends are identified, analyzing root cause of failures and determining corrective measures should lead to implementing the corrections and improving service experience.
2 most important techniques:
1st Listen
2nd Empathize
