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Share my experience and give suggestion upon my operation

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zinmaraung
Member
#1   Posted: 10 Dec 2007 19:37
 


Hello Colleauges,

I was very excited to find that web site and I can share problems and get solutions from members.

I am from Myanmar and my position is customer relationship representative at Customer Care Center. In our center, I am only one person responsible for Customer service. I receive customers inquiries, request, complaint and provide feedback to the customers with reliable reasons and get satisfaction. I also do monthly survey for customer satisfaction for pharmacutical and consumer goods division. Because our main source is the distribution services and also do marketing,selling.

I am doing customer satisfaction survey for pharcutical and consumer goods divisions.
I would like to discuss about feedback procedure.
- I always provide feedback to the customer who complaint or other comments upon our services from satisfaction survey. Also answer to invalid request or complaint with reasonable answer. (Is it need to do or not, please advice my operation and if your country who do that survey and how to process and end this process by how)
- This is my problems to face monthly and give your suggestion upon my operation.
Thanks.
Zinmar

KarenSB
Member
#2   Posted: 11 Dec 2007 06:18
 


Hi Zinmar,

In my opinion, what you are doing is absolutely critical. If I am offering feedback, whether it is positive or negative or a little of both, the most important factor to me is knowing that someone cares enough to respond.

The process is dependent upon the infrastructure of your organization. It sounds like you are the only person who is seeking, and responding to, feedback. If so, do you have the ability to follow up on a follow up? For example, if the complaint is about the length of time it takes to process an order, are you able to follow up after their next order to see if they are now better satisfied? What happens with the feedback that you receive? Do you pass it along to those who need to know? Do they want to know? Does your organization track issues and make changes to its processes/policies/procedures to better serve your customers?

Best regards,
Karen

zinmaraung
Member
#3   Posted: 16 Dec 2007 23:26
 


Hi Karan,

Thanks for your suggestion and provide feedback. I can read your reply today cause of attending 2 days training.

By the way, where are you from and what's your position?

In your company, how do you do the survey for customer satisfaction and who does it?

Kindly let me know if you can.
Thanks,
Zinmar

KarenSB
Member
#4   Posted: 3 Jan 2008 17:18
 


Hi Zinmar,

Sorry it took me some time to get back to you. I work for an organization that provides service to the end user, and I oversee the CS department. We survey every customer after every interaction, measuring several criteria. We apply the 80/20 rule, i.e., striving to reach 80% of all customers after an interaction. Then we follow up with all via a mailer.

Best regards,
Karen

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