The Customer: How to Manage Customer Feedback (BITE SIZE)

Feedback is information about the past, delivered in the present to positively influence the future. Check out how you can effectively communicate customer feedback to your team to create meaningful change to their behaviour and your business.

In here we’re going to explore how you can turn complaints into real opportunities, through these key strategies.

Let’s consider the power of social media and how one customer’s negative experience can affect business. Here’s a case study about how United Airlines handled a customer complaint.

Checkout external resources to explore more on Dave Carroll’s customer experience.

Resources and Further Reading - Carroll, D n.d., ‘United Breaks Guitars Story’, davecarrollmusic.com, viewed 19 May 2015 (see external resources)

BBC 2009, ‘Singers airline tune YouTube hit’, bbc.co.uk, viewed 19 May 2015 (see external resources)

We have the big picture strategy, but sometimes we need a plan for when a situation gets tricky to manage. Let’s take a look at how you can diffuse a situation when it’s right in front of you.

Let’s have a look at how we can retain our customers, even if they’ve had a negative customer experience.

Let’s have a look at the sort of things that really get customers complaining.

In here we’ll explore the types of gaps that you can identify from service to delivery, by talking to your customers.

Consider the following points by Nicole Fallon on how customer service has changed, and how we can keep up with it.

Resources and Further Reading - Fallon, N 2014, ‘3 Ways Customer Service Has Changed (And How to Adapt), 15 December 2014, businessnewsdaily.com, viewed 20 May 2015 (see external resources)

So, you’ve been told that you’re supposed to try and understand the behaviour of hostile customers. That’s not easy! Here’s some advice from Robert Bacal to get your started.

References - Bacal, R 2011, If it Wasn’t For The Customers I’d Really Like This Job, Bacal & Associates, Ontario

Here we will take a look at what happens when people feel threatened as suggested by Daniel Goleman in The Brain and Emotional Intelligence (2011)

Let’s look at strategies for managing hostile customers.

References - Bacal, R 2011, If it Wasn’t For The Customers I’d Really Like This Job, Bacal & Associates, Ontario

Let’s take a look at Mr Pritchard and his complaint with Marty’s Electrical before working through a short Q&A.

Consider the following 7 rules for compensating your customer after a service or product failure, by Micah Solomon.

References and Further Reading - Solomon, M 2013, ‘Service Recovery: 7 Rules For Compensating Your Customer (After A Service Or Product Failure)’ 23 September 2013, forbes. com, viewed 22 May 2015 (see external resources)

Where to from here?