How to Use Voice of Customer (VOC) Feedback to Improve Your Customer Service Team

When you think of Voice of Customer (VOC) Feedback, it’s exactly what it sounds like.

Voice of Customer Feedback is direct and clear feedback on your product or service straight from the mouth of the consumer/customer.

Whether you achieve this data through market research, surveys, or focus groups, it will provide you a competitive stance on your product or services, or what deficiencies your product or service has in the current market.

When you gather this information, always use it to improve. Be empowered by it, not discouraged.

This information will give a transparent visualization to your Customer Service team on what their areas of improvement or shortcomings are, as well as their strong suits.

Do not fear Voice of Customer Feedback. Seek it out to improve and grow! No matter your level of experience in Customer Service, there is always something new to learn, especially about your customers.

You won’t know how you can do better unless you ask the people you’re trying to be better for. Aside from doing well for yourself, your organization or manager, putting the customer first is a no-brainer when it comes to providing excellent Customer Service.

Practice this mantra wholeheartedly as a Customer Service Manager or Rep.

Using Voice of Customer Feedback should improve your Customer Service department, and increase customer retention and loyalty while eliminating Customer Service Rep turnover rates.

Sounds like a win, win, win, right? That’s because it is!

If your organization uses CRM, for example, or is considering implementing a solution, you know how important customer data is. Voice of Customer Feedback builds your ammunition to provide better services and products to become more effective as an organization.

Learn more about using Voice of Customer Feedback to improve your Customer Service team and organization when you read Ledgeview’s latest eBook, “10 Best Practices to Improve Customer Service.”

>>> Download it here.

Learn more about Ledgeview’s Customer Service Consulting Services here.