1. The document discusses best practices for customer service representatives to request customer feedback surveys at the end of calls in a positive way. 2. It recommends representatives take ownership of the survey by informing customers upfront that a survey will be sent automatically and by transitioning the call confidently to customer service for the survey. 3. Doing so builds trust and honesty in the relationship and allows representatives to address any issues in real-time before the customer completes the survey.

1. Post
Customer
Survey
By Belinda Baardsen

2. What is the purpose of the survey?

3. Feedback Quality Assurance
Voice of the
customer!

4. How do I ask for my survey?
Pleasssee?
Take it, or else!!!

5. How about this way?
“I am now going to
transfer you over to
our Customer
Service, so that you
can take my
survey…….”

6. Why am I able to make this transition like this?

7. It’s all about relationship building
It’s a wee thing
called PEC;
without it – I
can’t get here.

8. It’s also called “owning” the survey
1. You know that there is a survey at
the end of the call.
2. You are transitioning the call with
confidence
3. You are proud of your efforts to
deliver an excellent experience for
your customer.

9. Taking responsibility for results
After building a relationship with
the customer, you are willing to
take responsibility for outcome, by
being “up front” that there is a
survey at the end of your call which
allows the customer to express their
honest opinion of your work.

10. The Flip side
You can’t avoid the survey,
by refusing to push the
button – because the
survey is set on (auto) send
– and the customer will
receive it --

11. So take charge of your results!
Own it!

12. Tell the Story behind the Survey
“You will receive a survey, by auto bot,
it will take you 30 seconds. There will
be 4 quick questions about me, and my
service. There is a scale of 1-5 – 5 being
the best! If I receive less than 5 then I
have failed you – please tell me now –
what I can do now to earn those 5’s?

13. Confirmation
“Will you
take my
survey?”

14. Expect customer reaction
Most customers are not
used to an honest & up
front request for feedback –
and will tell you – “Yes!
You’ve done a great job! I’ll
take your survey!”

15. Here’s the alternative
“Will you please
take my survey?
No, I’m in a hurry,
but thanks…
Sure, I will…(but,
they don’t)..

16. What happens when they say “no” ..
And the survey comes
through anyway…? And it
will; because it’s on auto
send…
What do you think
the customer
thinks?

17. Integrity wins the day every day!
1. Speak with confidence
2. Be honest
3. Build relationships
4. Listen
5. Care
6. And let your customer know
what to expect up front = trust