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Jodie Monger

I have to use the bathroom, but let me take this survey first

Posted by Jodie Monger on August 2, 2010
comments 0 comments  |  1113 reads

Capturing post-call customer feedback is critical to your business.  It allows you to keep your finger on the pulse of the customer, uncover problem products, agent issues, service faults and organizational barriers.  Additionally, it reveals the positive in what is working, who is performing at high levels and quantifies overall customer satisfaction.  You may think that your customers are inconvenienced by being asked to take a survey.  If done correctly, they are not.  And some even take participating in your surveys a little too seriously.  But we don’t mind…we like that. 

 

“Thank you again for your help.  I appreciate what you were doing.  You were very nice.  I really have to go to the bathroom but I thought I should take this survey to give you credit because you were so good.  You’re a great person.  I have to go now, literally.  Bye-bye.”

“He was absolutely grand.  He was fabulous.  I so appreciate what he did for me.  If I could give you a score of a 100, I would, but I don’t want to mess up the survey.”

“Thank you for having a way for me to tell you what a great time I had today with your company.  I was dreading having to deal with this and if I would have known how not unpleasant it would be, I would have lost less sleep about this.”


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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