| Yesterday, I returned a loan car from the dealership's | | | | Obviously, this is no way to elicit accurate feedback |
| onsite rental agency after the repairs on my vehicle | | | | from customers. For one thing, it's way too intrusive. |
| were completed. | | | | And it's rude, belying one of the core components of |
| As the check-in person was finishing the paperwork, | | | | acceptable service: politeness. |
| she asked: | | | | Customers don't want to be put on the spot, |
| "How was our service, today?" | | | | compelled to disclose their attitudes and feelings. Under |
| "Okay," I responded flatly, a little surprised after years | | | | compulsion, what we say is highly suspect, anyway, |
| of indifferent treatment that this agency was suddenly | | | | and it isn't much good in giving guidance to companies |
| interested. | | | | regarding their performance. |
| "Are you COMPLETELY SATISFIED?" | | | | If companies are after "the truth" they need to monitor |
| I hesitated, calculating exactly where we were heading | | | | the nonverbal behavior of clients. I walked back into |
| with this conversation, which suddenly took on a | | | | the rental agency to make this point. |
| confrontational tone. | | | | "If you want to know if were satisfied, look at our |
| "I don't like responding to a forced question like that," I | | | | faces." |
| replied, which seemed to frustrate and flummox the | | | | I pointed to a fellow to my left, obviously perturbed. |
| clerk. | | | | "He's not satisfied, now look at me." |
| (I didn't have the time to explain if I said the service | | | | "I'm fairly satisfied; do you see the difference?" |
| was "Okay" that isn't equivalent in my estimation to | | | | Shocked at hearing an impromptu lesson in unobtrusive |
| "Completely Satisfied." On a scale, it's closest to | | | | customer service quality measurement, the clerk |
| "Somewhat Satisfied." This makes my response two | | | | nodded and then muttered, "Nonverbal communication |
| or three intervals less positive than her | | | | is important." |
| characterization, coming after "Not Satisfied" but well | | | | By teaching CSR's and people in all areas of business |
| before "Satisfied" and "Very Satisfied.") | | | | how to precisely monitor, measure, and manage the |
| "But you're COMPLETELY SATISFIED?" she insisted, | | | | nonverbal aspects of communication, we can detect |
| obviously trying to compel me to say "Yes," so she | | | | our own gaffes and fix customer concerns well |
| could tally the response later on, putting it in the "win" | | | | before transactions conclude. |
| column. | | | | That's a heck of a lot better than forcibly trying to get |
| "The service was OKAY, okay?" I crackled, taking my | | | | customers to rubber stamp OUR opinion that we |
| receipt and walking away. | | | | delivered stellar service. |