Meanwhile back at the woodshed…He got his comeuppins…

I was taken back the other day when a client called my boss and reported that I was short with her and she felt I was talking down to her. Now I am one to call a spade a spade (only if it is a card) and a shovel a shovel. Needless to say this has prompted me to re-think some practices and how to develop, a more sincere and empathetic approach to callers. I am adding improved customer satisfaction to my anual goals and hope I can get the "Right Feedback" from this and other clients. I have been keen to point out problems with calls and take little notice of my own ( even my ego gets in the way) I am not that great negative feed back) and really take it to heart when someone becomes upset over the way things are. I am Blunt, honest and straight forward in dealing with customers. I want the same from anyone I deal with, but I should go easy on BLUNT. So what have I learned? That feedback is good, Opinion matters (see my previous posts!)
My point is that collecting customer feedback isn’t just about finding out what your customers are unhappy about–instead, it’s about gaining a better understanding of what your customers want, need and care about most in order to create more and lasting value for them.

And, if you do happen to receive some negative comments along the way, don’t take them personally. Instead, view that feedback as an opportunity to improve. As Bill Gates, chairman and founder of Microsoft, once said, “Your most unhappy customers are your greatest source of learning”. And he’s right. Talking to your customers and listening to their feedback is the only means through which you can gain clarity about what’s most important to them. Plus, if you listen closely, it may even show you where and how to gain a competitive advantage and retain that customer and more.

Thanks to http://blog.allegiance.com/ for a few words and inspiration.