Define First, Ask Later

At the end of February, I spent a lot of time looking at common online survey pitfalls as it relates to writing survey questions. There's a lot to remember when writing satisfaction surveys or even just an HR employee appraisal form. To add to our growing list, here's another.Always put a definition...read more

Use Customer Service Feedback for Employee Assessments

Every organization should ask themselves What is good customer service? and create their own definition for good customer service based on the answer they come up with. Giving customers the opportunity to provide feedback on their customer experience is one way to improve customer service quality,...read more
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