Internal Feedback
Internal feedback is often the hardest to extract but is well worth the effort. getclosure director Patrick Deale says that “the first step is to create an environment where employees feel comfortable and want to participate and be involved with the expansion and improvement of the organisation. “Effective communication is key to achieving this. Ways to ensure that there is effective communication and feedback include scheduling regular team meetings, creating internal forums and speaking to employees in every level of the organisation and really listening to what they have to say. Once you have the feedback, you need to process and interpret the information and implement changes to add value to the products and service which you provide.” External Feedback
When it comes to external feedback, disregarding customer service complaints is simply not an option for companies any more. Statistics indicate that for every cent a company spends on improved customer service, they see a return on investment of 34% to a staggering 400%, according to research published in Management Review. There are a number of ways to encourage your customers to give feedback, such as providing a feedback form on your website, utilising social media to engage with your customers and using independent third party channels such as www.getclosure.co.za. In line with the Don’t Complain Campaign, getclosure encourages South African consumers to complain constructively rather than just whinge, and makes sure that their complaints are delivered directly to the appropriate supplier. Every supplier then has the opportunity to respond promptly and professionally in a discreet environment to resolve the situation. Click here to read some handy tips of how to resolve your customers’ complaints quickly and effectively. | 
