Dear Customers, We Want Your Feedback

Customer Complaints have dated back to the dawning of time, no seriously pictured above is a customer complaint about the poor quality of purchased copper, and the demand for a refund from 1750 BC.  Listening to the concerns and satisfaction of our customers is how a company gauges its ongoing training and keeps up with the ever changing society surrounding them.

Methods of Measuring Customer Satisfaction:

1.  Secret Shopping-  This was the most ruthless manner of customer service measurement for me.  I hated standing out of sight of my stores, just creepily approaching passerby’s who seemed to be “fair” from just first physical impressions.  I would offer them a free gift card to spend as they please if they agreed to answer five simple questions on their experience upon their exiting the store.

2. Surveys-  When you are taking the survey on the bottom of the receipt, answer the questions thoughtfully (do not just mark them all 5’s to get through it to be legible for the prize money).  Each honest answer is a tool used by the companies to guarantee your continued quality service.

3. Incoming Customer Contact- This is the simplest way to help our customers individually.  I loved when the customers voiced their complaints to me, because otherwise I was clueless of the little details of training or communication to my staff(s) that was not effective.

How to Voice Your Feedback

  1. Managers would like to keep your concerns store level.  If the complaint is about an associate, product, or policy, a store level manager will be able to offer you an instant solution.

2. District Manager complaints should be your next step if the answers to your complaint are not met.  District managers over see multiple store locations so complaints or compliments are appreciated in order for them to better measure how they can help further train and better their management teams.

3. Use Tact.  Do not use name calling or degrading terms about the company or any of its employees.  Be factual in your demands, and be clear of your expectations.  The more cordial you are, the better the results you will receive.

4.  Never to the CEO, the CEO’s job is not to directly manage his associates, but to directly manage then entire functionality of a company.  Complaints are normally logistics or training based, so should stay in the realm of the individual who is exposed to these practices everyday.

5.  Compliment up, feel free to shoot your compliments to District Managers (we love to hear the positive) so that the associates receive the utmost credit.  This could even land them in the company newsletter, as a real motive of encouragement to them to keep up their stellar performance.

6.  Never talk down to the staff or management.  Most managers have at least a college education, and many associates are educated college students just trying to get by.  We are not in retail because we are idiots with no skills, we are in retail because we want to help people.

7.  Be Clear not Passive.  Make it known that you are voicing a complaint, don’t just mention in passing a terrible experience, instead state clearly I have an issue, these are the specifics, and these are my expectations for resolution.

My Mission To You:

Voice a complaint and voice a compliment, even if it is just directly to the sales associate and then share your experience and results here.

Picture From: Laughing Squid

10 thoughts on “Dear Customers, We Want Your Feedback

  1. I always make a point of requesting the manager to compliment a great customer service experience. I also make sure to tell the associate why I am asking for the manager so that they do not feel they have done anything wrong. Unfortunately I have had more than one occurrence where the manager could not have seemed less interested in hearing my praise for one of the staff. That is beyond discouraging to me, and I can only imagine how it makes the employees feel.

    Liked by 1 person

  2. I have had great success complaining to the CEO before. In business, you rely on customers. Unless you are a near monopoly, you should take this seriously. It isn’t where I start, but I have gone there. Yes, I know full well it gets passed down to someone whose job it is to handle those situations, but if it reaches the CEO’s filter person(s), then it usually gets the attention it deserves. Particularly when you can show you followed the escalation path with no results.

    Liked by 1 person

    1. Oh yes, as long as you followed the path. I just read so many customer service blogs that the customers complain because they always go to the CEO first and are mad that they do not respond immediately…

      Liked by 1 person

  3. I always compliment a good service, because I think people should be praised for doing a good job. With critiques I’m not so open. You never know, maybe the person was having a bad day, maybe they face struggles you can’t possibly imagine. So unless they offend me, I don’t say a thing.

    Liked by 1 person

  4. Welcome home hope vacation was good. I always compliment any good customer service I get to their supervisors. I deal with the general public albeit not in retail and I’ve had to listen to my fair share of bitching so I always try to pay it forward when someone goes out of their way to assist me.

    Liked by 1 person

    1. Thank you! My vacation was fantastic…aside from the poor sick toddler. The customer service world there is so interesting I am definitely doing a few stories on it, but I made an effort no matter who it was or how simple the task, if they had the patience to speak to me kindly “please watch your step”, “Please wait your turn”, I would turn to give them full eye contact and say “Thank You” with the utmost sincerity. They made the effort to be kind to this obviously frazzled mom of two incredibly trying toddlers at this particular moment. Bless them!

      Liked by 1 person

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s