Responding to Customer Feedback
Every so often, companies receive some type of performance feedback from a customer. It’s interesting to note the differences in how companies respond to such feedback.
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evaluation of on-time delivery—the customer may be measuring deliveries against “requested dates,” while the company is using “promised dates.”) However, the customer is striving to provide feedback using information they believe to be accurate. Companies should take that into account in their response. Remember, most customers don’t expect overnight corrections, but they do want you to understand their concerns and take appropriate action in a reasonable period of time.
and reviewed both the neutral and poor ratings. Then, it prioritized each based on effort involved and impact expected (issues involving the least effort and highest impact received the top priority). Action plans were developed for the highest-priority items. The company then forwarded the action plans to the customer as a means of demonstrating its commitment to making the needed improvements. The company even explained the actions being taken to continue to do the things the company liked.
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