I took my car into the dealership for an oil change today
and as I was paying the cashier my service writer walked up to me to remind me
of the survey that I will be receiving about how well the service department
did today. He asked me if I was 100% satisfied and asked if there was any
reason at all that I couldn’t give them all 5’s on the survey.
I have noticed that I have been seeing more and more C.S.I.
posters in businesses with their C.S.I. index numbers. Every time I call a
customer service department the representative asks me if they have done
everything to my satisfaction and I am asked to take a survey after the call.
What would your C.S.I. be if your customers answered a “few
short questions” about you?
Some car dealers have lost their franchise because their
C.S.I. was below what the manufacturer allows. I know of people that have lost
their jobs because the C.S.I. for their department wasn’t high enough. Would
your company let you continue to sell for them if your customers rated you?
Maybe as sales reps we should have a question are that we
leave behind with our customers that they send to our managers. If we did I am
sure that many sales reps would change the way they do business and others
would be promoted.
This is something that you can do on your own. Make up 5
questions that will tell the story as to how well you do your job. Questions
like “Does your sales rep communicate with you”, “How is your sales reps
service”, “If there is a problem, does your rep get it resolved in a timely
manner”, “Is your sales rep accessible”. All these question will give you an
idea as to how your customers view the job you are doing and the VALUE you
bring to the table.
If you get these surveys back and your C.S.I. is low you
will know that you need to change, by looking at the scores for each question
you will know what areas need the most work.
Lorin
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