Scriptum ab YukiWang - English
Customer Satisfaction Program
- Recently, I read an article which is about the mistakes we are easily to make for customer satisfaction management (shorted by CSM).
- I worked for a CSM Program on an auto company before.
- In order to improve customer satisfaction, the overall score of CSM is linked to dealer’s variable margin.
- Those questions of survey are designed around the service standard process.
- At the same time the questions are consisted of two parts.
- One is specific questions, and another one is open questions.
- All interviewee customers have 6 options to answer the specific questions.
- For example, outstanding means 5 points, good means 3 points and poor means 2 points and so on.
- But the article points out that those 5 mistakes we easily make: 1.Don’t make the customers’ feedbacks turn into data.
- 2.Don’t handle customers’ feedbacks for a long time.
- 3.Don’t use the questions which you set up on previous to limit customers’ answer.
- 4.Don’t use margin or bonus to motivate your staff to get a high customers’ satisfaction.
- 5.Don’t allow your customer choose anonymous.
- When I reviewed the answers of open questions, I can learn a lot from customers’ feedbacks.
- And, with the development of CSM, dealers begin to coach customers to give them a high score.
- Therefore, I totally agree the mistakes which the writer points out.
- But, there are some issues I don’t know how to solve.
- 1.If we don’t use the data to measure customer’s feedback, how to know which dealer do his best work, and how to know which process we should focus on to improve customers’ satisfaction?
- 2.Yes, we should handle customers’ feedbacks or complaints in time.
- My question is how to handle so many customers’ feedbacks in time with limited human resource.
- 3.No comments about the third one as above.
- 4.Actually, when we launched CSM program, no dealers pay their attention on this.
- That they care their profit is more than customers’ satisfaction.
- If we don’t use the margin or bonus to motivate dealers, how can we motivate dealers pay attention on customers’ satisfaction? 5.Of course.
- We hope all customers choose to share their information with us.
- But we also should respect customers’ choice.
- Would you like to give me a favor to review my writing?
- Your comments about my writing or my points are highly appreciated.
- Thank you and wish you a nice day.
- YukiWangDecember 2013Elige nunc !
PLEASE, HELP TO CORRECT EACH SENTENCE! - English