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The Importance of Customer Service Surveys for Call Center Outsourcing

We’ve recently surveyed our customers to see if our call center services were meeting their expectations.   I’ve found to provide excellent customer service it’s best to proactively obtain information from our customers whether the their input is complimentary or expresses concerns about our service.

A customer satisfaction survey is an important component of any relationship.  It shows

that you value your customer and the experience provided to them. article states: Although many businesses are quick to placate customers who voice complaints, a business that pre-emptively strives to satisfy the customer makes an even better impression. This consideration of the customer’s opinions can foster loyalty in the long run and translate to repeat sales.

In another article it describes: A customer satisfaction survey is a very important tool that can provide benefits for businesses of every size. Surveys can assist business decision-makers in developing strategies to achieve the all-important goal of gaining and retaining customers. Results can play a key role in identifying areas of the business that require corrective action and improvement. Surveys can also identify areas that can be leveraged to achieve business growth and expansion.

As I stated in an earlier blog on the customer experience: Customer impact is worth’s its weight on gold.  Usually, the first impression is a lasting one, so we need to make very impression count. 

Whether a customer is paying for call center,  telephone answering service or other services, we believe it’s our responsibility to provide nothing less than what they pay for!  Customer satisfaction surveys help us gain our customers prospective of our service, while helping us to find what’s working and what’s not working in delivering services that will meet or exceed our customers’ expectations.



This entry was posted in Answering Service, Call Center News, Customer Service by Cheryl LaBaw. Bookmark the permalink.

About Cheryl LaBaw

Cheryl L. LaBaw joined Sound Telecom as Director of Customer Relations in 2012. She is responsible for maintaining a high standard of service quality through ongoing monitoring and coaching of our call center agents. Prior to her arrival at Sound Telecom, Cheryl invested over 31 years in the customer care and service areas with United Airlines. She brings a wealth of knowledge and ideas from her experiences there in addition to working over 13 years in their call center. Cheryl’s skills in conflict resolution and customer satisfaction make her an excellent addition to the management team. As a Flight Attendant and Safety Professional she provided a more personal touch to customer concerns and safety issues. Mrs. LaBaw is passionate about health issues and has served her community by volunteering at Swedish Medical Center for three years in the Community Health Education Department. She also supports various youth organizations and child health and welfare organizations.

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