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
- 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