Many large organizations have a complaint system in addition to a customer service organization. It is designed to handle the situations where the customer is dissatisfied with the service he received and wants to take the problem to a higher level of management. The complaint department’s responsibility is to listen carefully to the customer’s service complaint, to resolve it or explain why it cannot be resolved in a way that leaves the customer ‘less dissatisfied’. A closed complaint does not mean the customer is satisfied,even if the customer’s request was granted. Here’s an example.

Buying or selling a home is a major financial transaction for all concerned. Picking an agent to list with or an agent to help find a home is a decision that often involves word of mouth recommendations. As a result, it is very important for a broker to monitor it’s customer satisfaction ratings for its agents and for the brokerage as a whole.Real Satisfied is a service provides a realtor with a system to measure customer satisfaction both at the broker level and for multiple real estate agents working for them.

In an earlier post titled Obama endorses improved Government Customer Service, the expectation was set that each government agency had to produce customer service plans. To quote a US Government website, ” The American people deserve a Government that is responsive to their needs”. Four initiatives from the Department of Treasury are covered. Recently the US IRS (Internal Revenue Service) was highlighted as having poor responsiveness during US tax season. This issue does not seem to be addressed in the Department of Treasury plans.

Every organization goes through cycles, from year beginning, monthly and quarterly results and year end. As a new year approaches, one of the exercises every department goes through is planning for the year ahead. Customer Satisfaction strategies and processes need to be reviewed as well.The most important things to review are Management Strategies, Customer Expectations, Customer Feedback, Measurements and Targets and Management Reporting.

According to an article in National Journal titled Obama Calls for ‘Customer Service’ Improvements in Federal Agencies, each US government agency is now charged with the mission to improve user experiences. Each agency has to develop a plan within 180 days. They also have to initiate at least one project that uses technology to improve customer experiences and they have to solicit feedback for ongoing continuous improvement.

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