One of the customer service statistics we have quoted many times over the years is: For every complaint you do hear, there could be 26 other customer issues that you don’t hear.
And when we bring up that statistic, we bring it up because we want to make sure companies and individuals realize that “no news is not necessarily good news.” There are many people who will not complain directly to a company when they have an issue. If you don’t ask them, they will not let you know. You may assume that they had a great experience because they didn’t say otherwise, but they could be taking their business elsewhere the very next day.
While we have provided examples of questions you could ask directly before you wrap up a conversation in order to uncover complaints, you can also – through the normal course of discussion – gauge how the customer’s experience has been.
Noted below are some key questions to ask your customers to uncover concerns before they balloon into something bigger:
Process and People Questions
- How has the process been so far?
- Anything that we can be doing better to serve you?
- Is there any part of the process or any information in the application that is unclear?
- How did you like working with our intake team?
Product and Service Questions
- How has the product been working for you?
- Is the device performing consistently?
- Are you noticing any improvements since you started this service?
Expectation-oriented Questions
- Have we been meeting your expectations?
- Have you been receiving the updates you expected?
- Is there anything we can be doing to better meet your needs?
While you’re talking with the customer, be intentional about gaining some feedback.
Ask key questions to learn about the experience, and to uncover silent concerns.
Signup for FREE Tips! Contact Us More Resources for You Visit Our Home Page