Customer Service Effective Feedback Characterstics

The key to obtaining information about consumers’ needs, requirements and expectations is their feedback, which is not only a source of data and information about customer but is also a way of managing and improving the quality of goods and services especially customer service.

Feedback is essentially a comment on the activities of others; hence, it can be positive or negative, or sometimes both. Simply giving feedback does not ensure that it is workable. Effective feedback is given, listened to, comprehended and then acted upon. One of the objectives of obtaining feedback is to enhance future performance.

Feedback is essential for helping an organisation to develop; however, mere mention of the word can make some people feel guilty. Feedback is often mistaken for criticism, developing pressure and damaging relationships. Hence, it needs to be constructive rather than critical.

Sometimes even the most careful advice can appear judgemental when it is presented incorrectly. You must ensure that your feedback is powerful and well-organised.

Feedback is successful when it is administered in pursuit of a greater objective. Edge the discussion as counsel that will enable this individual to prevail later on.