Feedback is essential for improving your customer service skills and building trust with your clients. But how can you ask for feedback without sounding pushy, desperate, or intrusive? Here are some tips to help you get honest and constructive feedback from your customers without annoying them.
Before you ask for feedback, you need to know why you are asking for it and what you want to achieve with it. Do you want to measure customer satisfaction, loyalty, or referrals? Do you want to identify areas of improvement, best practices, or new opportunities? Do you want to show appreciation, gratitude, or recognition? Having a clear purpose will help you craft a relevant and respectful feedback request that aligns with your customer's goals and expectations.
Para um bom gestor a solicita??o de feedback por um membro da equipe de atendimento deve ser vista com bons olhos, as vezes deixamos de aplicar devido a correria do dia a dia, lembrando que aplicar o feedback é parte fundamental em qualquer empresa, positivo ou construtivo, se o atendente persiste é sinal que a gest?o está deixando parte da sua fun??o em segundo plano.
Before soliciting feedback, it is paramount to meticulously define the objectives and desired outcomes you aim to achieve. Are you seeking to assess customer satisfaction, loyalty, or referrals? Do you aspire to pinpoint areas for improvement, identify best practices, or uncover new opportunities? Alternatively, perhaps your objective is to express appreciation, gratitude, or recognition? Moreover, consider whether you intend to gather insights for product or service refinement, enhance the customer experience, or fortify customer relationships. By comprehensively outlining your purpose, you can adeptly craft a feedback request tailored to align with the goals and expectations of your customers in a professional manner.
Firstly, the purpose for asking for feedback at work is to measure customer satisfaction and identify areas of improvement. Their responses tend to give you direction in knowing what activities to focus on, what to discontinue and what to improve upon. Consequently, bringing about improvements at the job.
Timing is crucial when asking for feedback. You don't want to interrupt your customer's experience, distract them from their tasks, or pressure them to respond quickly. You also don't want to wait too long and lose the freshness and accuracy of their feedback. The best time to ask for feedback is when your customer has completed a meaningful interaction with you, such as a purchase, a service, a support call, or a project. This way, you can capture their immediate impressions, emotions, and opinions, and show them that you value their input.
There are many ways to ask for feedback, such as surveys, emails, phone calls, chat messages, or social media. The right channel depends on your customer's preferences, habits, and availability. You want to use a channel that is convenient, familiar, and comfortable for them, and that allows them to express themselves fully and freely. For example, if your customer is busy and likes to multitask, a short and simple survey might be more suitable than a long and detailed phone call. If your customer is more expressive and social, a chat message or a social media comment might be more engaging than an email.
The tone of your feedback request can make a big difference in how your customer perceives it and responds to it. You want to use a tone that is polite, friendly, and professional, and that reflects your brand voice and personality. You also want to avoid sounding too formal, robotic, or generic, as this might make your customer feel like they are talking to a machine or a stranger. Instead, use a tone that is personal, conversational, and human, and that shows your customer that you care about them and their feedback.
The words you use to ask for feedback can also influence your customer's reaction and behavior. You want to use words that are positive, specific, and actionable, and that convey the benefits and value of giving feedback. You also want to avoid words that are negative, vague, or demanding, and that imply pressure or obligation. For example, instead of saying "Please fill out this survey", you could say "We would love to hear your thoughts on how we can serve you better". Instead of saying "We need your feedback by tomorrow", you could say "If you have a few minutes, we would appreciate your feedback by tomorrow".
Sometimes, you might want to offer some incentives to encourage your customer to give feedback. Incentives can be a great way to show appreciation, reward loyalty, or create excitement. However, you need to be careful not to use incentives that are too big, too small, or too irrelevant, as this might affect the quality and honesty of your feedback. You also need to be transparent and ethical about your incentives, and make sure they are aligned with your purpose and your customer's interests. For example, if you want to get feedback on your customer service, you could offer a discount on their next purchase, a free trial of a new feature, or a chance to win a gift card.
Asking for feedback is a delicate art, and doing it naturally without coming across as pushy is essential. Choosing the right moment & right mood is crucial! Here are some tips based on my experience : 1）Timing is key Choose a moment when the person is receptive and not overwhelmed 2）Keep it concise Avoid overwhelming the recipient with lengthy explanations. 3）Be specific Clearly state what you're seeking feedback on to make it easier for the other person to respond. 4）Show appreciation Acknowledge the recipient's expertise and express gratitude for their time. 5）Encourage response Provide a gentle call-to-action without pressure.