Customer Feedback

Customer Feedback

Methods.Comment cardReport cardCustomer questionnaireToll free phone numbersCustomer visitsFocus groups (GD with a moderator)Feedback through emails/internetEmployee feedback

Comment card

Report card

Customer questionnaire

Toll free phone numbers

Customer visits

Focus groups

Online focus groups

Feedback through emails/internet

Employee feedback

Customer Complaints

Related to Product Related to Service Quality

Defective 1. Poor responseUnreliable2. Slow responseNot meeting reqmt.3. Behavior/courteousnessHigher expectation4. Incompetence of teamFrequent break down5. Persistent defectDefective parts6. Hidden cost in service16CUSTOMER COMPLAINTS

Guidelines for Effective Problem Resolution

Admit mistakes and dont be defensive.Act fast, especially the first response.Understand the problem fully.Dont argue with the customer.Acknowledge the customers feelings.Clarify the steps needed to solve the problem.Sitrep on progress.Compensation for the inconvenience.Give benefit of the doubt.Try to regain good will.17CUSTOMER COMPLAINTS

CUSTOMER COMPLAINTS Investigate customers experiences by actively getting feed back, both positive and negative, and then acting on it promptly

Develop procedures for complaint resolution that include empowering front line personnel.

CUSTOMER COMPLAINTS Analyze complaints, but understand that complaints do not always fit into neat categories.

Work to identify process and material variations and then eliminate the root cause. More inspection is not corrective action.

CUSTOMER COMPLAINTS When a survey response is received, a senior manager should contact the customer and strive to resolve the concern.

Communicate complaint information, as well as the results of all investigations and solutions, to all people in the organization.

CUSTOMER COMPLAINTS Provide a monthly complaint report to the quality council for their evaluation.

Identify customers expectations beforehand rather than afterward through complaint analysis.

Questions?