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 Feature
6 July 2010 | Alim Ozcan Blog
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Great Service Providers Welcome Customer Feedback (Listen, Do, Check & Act)
This week Alim explains why service improvement through listening to customer feedback is a key business driver...

  Alim Ozcan

Have you ever worked for a service provider that does their best to hide from the customer? Have you been involved with an IT department that does not actively welcome feedback and when it is given, does not follow through? Have you used a service desk that is faceless and is located away from the users? Have you dealt with a person that gets defensive when you suggest improvements? Have you used a service where there has been no improvement in the past 12 months?

I have experienced the above many times as I am sure you have and I tend to find that the departments or companies where this is commonplace are struggling. They are often reactive, have little innovation and would not be the preferred supplier of choice if the customer had a choice to use someone else.

I would advocate a culture where seeking improvement is a key business driver and one where the service provider recognises that without active customer input, the service being provided can never be great. An example of an organisation that does seek feedback and listens is LinkedIn. I provided them with feedback a few weeks ago using the link on their website to suggest: when a member with less than 10 connections seeks to join a LinkedIn group that is open to everyone, LinkedIn should have automatic functionality that puts that member into a ‘holding area’ so that the group manager can assess the member’s credentials. Within a week or two, LinkedIn implemented the functionality and it is now allowing me to reject the member accounts that were clearly created with the sole purpose of spamming the groups (these often have less than 10 connections).

I was surprised and impressed that LinkedIn acted so quickly and this has given me the confidence that they will listen when I provide feedback in the future, as they do not seem to have become complacent even though they are the market leader in their field. Furthermore, I think that in the places where we work, we should encourage this type of Continual Service Improvement, as our customers would welcome the opportunity to provide us with free advice if they felt that we would Listen, Do, Check and Act.

I believe that we should treat each day as an opportunity to learn and improve and I would therefore be interested to hear from you if you have a recent example of where you have provided feedback and the person/organisation listened and made a positive change?

Feedback and comments are always welcome!

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6th October 2010

Hi, Alim

In response to your blog, Great Service Providers Welcome Customer Feedback (Listen, Do, Check & Act), I, too, had a fantastic customer service experience with Linked In. For inquiries and suggestions they have given me the best response and customer care so far in over six months.

Unfortunately a large retailer based in Arkansas has been the complete opposite. Ongoing miscommunication, lack of communication, lack of ownership, lack of service has had me frustrated with an effort to obtain online a small toy for my child. The situation which should have been about a two-week process has turned into a four-month fiasco. I still do not have the toy. What do you suggest I do? I have repeatedly asked for a manager to call, have offered repeatedly to provide recommendations in certain areas that are evident to me can be improved and have filled out customer service forms. I simply do not want anyone to go through what I continue to go through.  

Regards

L. Kapocius

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