How else can you improve customer service if you don’t know what you’re measuring—what is working and what needs fixing?
Learn simple tips and tricks to improve customer service survey scores that won’t break the bank. Hear a tip and listen to a story that illustrates the point in this video. As my gift to you click here to receive your FREE copy of my 21-point customer service leadership tips checklist (5 sections broken down into 21 points).
Real World Story: Would your medical practice, business organization or customer-facing enterprise benefit from higher survey results? Of course it could! And you can take simple steps to make that happen.
Strategies that Turn it Around:
- Know the Questions. Be very familiar with the questions asked on your survey, and then communicate with your patients, clients or customers around those questions. How else can you improve customer service if you don’t know what you’re measuring—what is working and what needs fixing? For example, if you have a horrible receptionist, and you don’t ask about the receptionist on your survey, how can you know whether or not your receptionist is great, horrible, or somewhere in between?
- Use Exact Words. As you become familiar with the questions asked on your survey(s), look to see where exact words are appropriate. When reviewing, keep in mind the types of questions that trigger an opinion versus what is a fact. For example, “Was your wait lengthy?” So exactly how long is lengthy? Is it 5 minutes or 5 hours? On the other hand, asking, “Were you seen within 15 minutes of checking in at reception?” is a yes or no answer—a fact. Incidentally, weight time is the #1 complaint for most businesses, but the problem is not weight time; it’s the communication around it.
- Employ Subliminal Projection. Subliminal projection is “when information is presented or projected below the threshold of an audience’s conscious awareness.” Simply put, adding visual cues, for example, can get your patients or customers thinking in the way you want them to perceive you. For example, imagine walking into a doctor’s office and seeing a sign at the reception desk that reads, “Our goal today is to get you in and out within 45 minutes.” In your mind, you’ll know you will be taken care of quickly. A subliminal seed has been planted in you, whether you realize it or not.
Remember: Improving your customer service survey scores doesn’t have to take much of an effort. By simply knowing the questions you ask, using exact words about what you are measuring and guiding your patients and customers to think of you like you want them to think of you, well, those tips will go a very long way in improving your scores.
What do you do to ensure that your patients, clients or customers give you the highest ratings on your surveys?