Complaints + Compliments = Good communication

Some clubs track a monthly "complaints and compliments ratio" for each branch, store, department, country or station. This advent has a basic flaw when it comes to customer service training.

Here's why:
A complaints and compliments ratio encourages staff to actively avoid or suppress written complaints from customers. After all, every written complaint will impact the ratio to their disadvantage. This means any lessons that could be used to improve customer service training might be lost.

Complaint Book

For example, if your hub gets 3 compliments and 0 complaints, and my hub has 6 compliments and 3 complaints, whose hub has a best ratio? Yours has, of course.

Complaints + Compliments = Good communication

But which hub is gathering more written feedback from customers? Which hub is harnessing more input, suggestions, responses and reactions for detailed review and best customer service training? Mine!

I agree that staff should do whatever they can to satisfy customers right away, but they should also encourage customers to write down and submit their comments fast and easily.

This real-time "voice of the customer" feedback should be circulated widely within the assosication and considered studied by all departments for improve customer service training. Such direct input can contribute essential insights and best comprehension of current, and changing, customer expectations.

When comments filtered straight through managers replace direct annotation written by customers, subtle nuances may be lost. Don't let this happen to you.

Instead of a complaints and compliments ratio, try using a "comments from customers ratio." With this approach, gathering bountiful customer input is more important - and rewarded - than suppressing customer complaints.

Key studying Point

Written feedback from customers is priceless especially to improve customer service training. It gives you unvarnished input you can study, circulate and discuss to improve customer service training. Instead of penalizing your staff for complaints, praise them for actively seeking input and ideas from the folks who know you best - your customers.

Action Steps

Design a small, intelligent customer annotation Card that is easy and easy to use. On one side print "Thank you for letting us know" with a blank area for their comments. On the other side, contribute space for your customer's name and perceive information (optional).

Place the cards where customers will genuinely find them: on counters, in packaging, etc. Give cards to all staff members and encourage them to seek out customers' comments.

Track the volume of written input over time. Run a contest to growth the flow. Set a proper for the minimum whole of customer comments each month. Use the feedback to improve customer service training for the benefit of all.

Complaints + Compliments = Good communication