What your customers are Really Saying

Imagine a survey reveals that 96% of your customers are satisfied with your service. This is where I often see managers assuming that the company is doing great. They jump to the conclusion that with a 96% satisfaction rating they’re getting a A+ score from customers. Actually, the survey only showed that a lot of customers consider the service to be adequate. Customers are not saying that they were impressed or delighted or even pleased-merely that they were satisfied. Imagine your sweetheart talking to a close friend and describing you as being adequate. You’d probably see that as a reason for concern! It certainly isn’t reason to think you’re getting an A+ performance rating. I wonder… what does our customer feedback really say?

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit    www.JeffMowatt.com

 

Today’s chuckle:

A lie can travel half way around the world while the truth is putting on its shoes.

 

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