When dealing with a customer that has rated service poorly (using a Surveway customer feedback pad), and you are faced with responses like “It was my child”, “I never pressed poor, I was just testing to see that it works…”, and the possibility that staﬀ are tampering with the pads, it is important to bear the following in mind.
1. Staff tampering
As much as this may occur, it should not be of any concern. A staﬀ member that oﬀers great service and consistently performs well with regards to service delivery will not press their own pad – as there will be no need to do so if customers are already stating that fact.
It will quickly become obvious based on service results when a staff member is rating their own service, as the data will not trend accurately. Customers rating service poorly will stand out in contrast to the staff members own ratings.
If a staﬀ member has limited customer service skills and is tempted to tamper with their feedback pad, you will quickly notice a trend of erratic results in the reporting. This should prompt further investigation.
With the real-time functions of the system, management will be able to intervene as soon as a customer rates a staﬀ member poorly. This presents the opportunity to:
- Resolve the customer ’s issue;
- Reprimand the staﬀ member concerned;
- Keep that staﬀ member on their radar for future monitoring and assessment
In the end, unhappy customers will help catch dishonest staﬀ members. Pad tampering or self-rating should be seen as grounds for a warning or dismissal as the data that comes from the system has a cost associated with it, and tampering is a criminal oﬀence.
2. Children, and customer curiosity
There is a common misconception that children press only the “Poor” button on the service pads. This is not true, and the only reason managers think this way is because the poor button is linked to real-time alerts. This theory has been proven by linking all button presses to managers phones and approaching customers as soon as a pad receives a rating.
Children are statistically unlikely to press only the “poor button” on a survey pad. It may feel like they only press “poor ” because of real-time alerts sent to managers.
This can’t be seen as “false engagement” and the reason is simple: if a manager appears at each poor press, it creates the perception that a store is serious about customer service and that management will react to customers needs at the press of a button.
This creates awareness for both the parents of children who press buttons on the pads as well as customers who are “testing” the system. It shows them and the greater public that the system is in place to promote customer service excellence and this can only create positive momentum which enforces brand loyalty – which will in turn increase your bottom line!
3. Thoughts on approaching a customer who rated service poorly
When you receive an alert for a poor press, it is advisable to wait for the customer to leave the area or staﬀ member they rated poorly before approaching them. The likelihood of a customer being honest about rating a staﬀ member poorly, in front of that staﬀ member, is incredibly low – unless the customer brought boxing gloves and is ready for a ﬁght! 🙂
Wait for the customer to move away from the person or department they rated poorly, so they can be honest about how they feel.
Most customers do not want to face confrontation with a staﬀ member they’ve rated poorly. Give them an opportunity to move away from the area and then approach them tactfully and give them an opportunity to let you know what happened – away from the staﬀ member concerned.
A customer who rates service poorly, may become shy or embarrassed if questioned about their experience in front of the staff member concerned.
4. In closing…
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