Customer satisfaction can come in small packages.

Posted by Jodie Monger on April 4, 2011

0 comments | 1006 reads

Customer satisfaction, like your customers, comes in all shapes and sizes. Sometimes you must go to great lengths to satisfy your customers and other times it’s the little things that make the experience a pleasant one. Capturing the voice of the customer in post-call surveys shows more than the percentage of satisfaction, it also shows the customer’s satisfaction with emotion and personality. Just like the comments below, some customers may find it a relief that they are able to communicate with your call center agents with ease, and some may be satisfied simply by the fact that the person on the other end of the line was handling their problem with a smile. Big or small, your customers will tell you exactly what caused their satisfaction, and that is a very good thing.

“Her tone was cheerful and she was very willing to help. I appreciated her attitude. She left me with a pleasant taste in my mouth.”

“The representative was courteous, very thoughtful, concerned, and spoke American. Handled everything I had.”

“She was very illiterate. She knew what I was talking about and she understood what I was talking about. Thank you.”

Happy Monday!

Republished with author's permission from original post by Jodie Monger.

Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics (CRM) and a pioneer in business intelligence for the contact center industry. Dr. Jodie's work at CRM focuses on converting unstructured data into structured data for business action. Her research areas include customer experience, speech and operational analytics. Before founding CRM, she was the founding associate director of Purdue University's Center for Customer-Driven Quality. She can be reached at (336)288-8226 or jmonger@metrics.net.

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Hania Whitfield

April 8, 2011

Customer service post - small things

What was your point in providing this customer response example?

“She was very illiterate...”

Takes away the credibility of the customer's response, n'est pas?

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