Let a Call Center Solicit the Customer Feedback Your Business Needs

Posted on : 5,Sep,2017

3 women in a call center answering the phone using headsets.

It’s always been true that a happy customer is a repeat customer and that’s reason enough to aim for customer satisfaction because repeat customers often serve as the backbone of any business, especially in service industries such as optometry or dentistry. Your business needs customer feedback in order to consistently deliver the best customer service you can.

Let a call center solicit the customer feedback your business needs.

Doing Business Internationally

Striving to give your customers the best service possible means word or mouth recommendations or referrals; satisfied customers telling other potential customers why they should choose you over another service provider. And, nowadays, with the World Wide Web, it’s not just potential local clients who hear about you, but others, as well; people who may need what you provide and can easily find you when they visit your city.

The internet has changed the way we do just about everything, from travelling to interacting with the world and especially the way we do business. It’s more than just sharing memes on social media or having a “Contact Us” page on your website.

Reviews used to be the domain of restaurants, hotels and entertainment venues but these days anyone, anywhere can leave a review for almost any type of business and they quite often do. 

Google Search Results

All anyone needs to do is to look up whatever business they’re looking for in the area and Google will provide them with a map-based breakdown of listed companies, links to their websites, contact information, business hours and reviews left by satisfied and unsatisfied customers.

While many companies still dismiss the power of online reviews and feedback, it doesn’t pay to ignore them. According to various studies, just under 75 percent of people trust online reviews and even just one negative review can cause nearly a quarter of them to choose a different service. However, having four or five stars in your reviews can translate into a better than 30 percent increase in your business.

Building Positive Ratings

Building and maintaining positive customer satisfaction ratings online is an ongoing task. You don’t have to be working on it constantly, but you should consider putting a few procedures in place to help you keep up with it. To begin building positive customer service ratings, do the following four things:

  • Ask for feedback
  • Actively work on improvements
  • Prioritize improvements
  • Keep your customers updated

Ask for Feedback

If you don’t know exactly what you’re doing right or what you’re doing wrong, it’s hard to provide great service consistently. What you might think is a great idea could turn out to be something your customers dislike. If you keep doing it, you could drive your customers away or inspire them to leave a negative review.

You need to ask every client for feedback about the service they received. Don’t ask questions that require a simple yes or no answer, which doesn’t tell you much. Ask a series of specific, targeted questions. Some examples could include:

  • How would you rate the overall service you received?
  • How satisfied were you with the wait time for an appointment?
  • How happy are you with the outcome of your treatment?

Include a question asking for specific suggestions. It’s preferable to give clients the options to provide a rating because this encourages them to consider the service more fully and, once you have a clearer picture of what they liked or didn’t like, you can begin to improve things. Using a call center is a great way to get feedback from your clients and customers.

Work on Improvements

Most of the feedback you get will include a suggestion or specific feedback about something you do or don’t do. The more often the same suggestion gets mentioned, the more important it is and the more quickly you need to do something about it.

It’s not essential to put every single suggestion into effect, but it is important that you take every suggestion seriously and give it your consideration. If someone has taken the time to write it down, it means something to them and you need to respect that.

Is the change something that’s really going to improve things or simply something that customers would consider nice to have? Once the necessary improvements have been made, you can consider the nice-to-haves.

Prioritize Improvements

It’s important to decide which changes and improvements you’re going to work on first. Several things influence how you prioritize.  These are:

  • Cost of implementation
  • Difficulty of implementing a change
  • Practicality of making the change

Make a list of everything you want to improve on and take these factors into consideration when prioritizing them.

Keep Your Customers Updated

Make the effort to keep your customers updated about any changes and improvements you’re making, whether by newsletter, social media or even by just putting a sign up in your waiting room. They will appreciate knowing that their feedback has been taken seriously. 

The more detail you can give your customers, the happier they’ll be. Things may not be perfect yet, but if they know you’re actively working on making improvements, people will be more patient and more likely to give you the benefit of the doubt.