Saturday, July 25, 2015

Listen to customer feedback

Mr. Tan
You have posted several feedback from customers on service organization in Singapore.
When you were in charge of NTUC, did you listen to the feedback from your customers?

I listen to them all the time. They usually wrote to me by e-mail. Most of the improvements to service quality came from feedback from customers, agents and staffs. They are affected by the current processes every day, and they knew what was good and what was bad.
If the top management of service organizations pay attention to these feedback, they will set a culture that go down the different levels. Their managers and staff will be positive in responding to customer feedback.

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