Using your Customer Feedback--internal and external By Peggy Morrow

Using the feedback you receive from your customers—both internal and external—is critical to maintaining a high level of service. But in many organizations it just sits on some manager’s desk and nothing is done with it. Try this idea:

From the formal feedback or from complaints employees have received informally, have each department identify just two “hot issues” (need to be fixed immediately) and concentrate on improving those or moving them along to being fixed. It might be some problems with travel reimbursement forms/procedures or external customer service. If you have time, move onto “warm issues” (something that needs to be improved soon.)

Just implementing this action will raise everyone’s awareness of customer service and help employees understand what they must specifically do to improve it. It takes it beyond just talking about improving customer service to actual behaviors and actions.