Rate My Service (RMS)

Scenario
ABC Suites (Pty) Ltd
“Customer service should not be a department, it should be the entire company” – Tony Hsieh, CEO of Zappos

The Challenge:

At her previous company, there was no way for Di Laughing (Customer Service) to provide customers (internal or external) an opportunity to provide ad hoc feedback on the service they received from staff. Customer surveys tended to be confined to a ‘snapshot in time’ and she was looking for something that was ongoing and could inspire staff to attain ever-improving levels of looking after customers.

How ABC Suites uses epic:

She found the exact solution she was looking for in the epic Rate My Service feature. A few simple questions from a ‘click here to rate my service’ link in everyone’s email signature. This means that whenever a recipient receives a mail from anyone at ABC Suites, they can easily provide feedback on the service received if they would like to.

This feedback can be viewed by the individual, as well as his/her manager. An added advantage is the ability to set upper and lower alert levels where managers are notified immediately if an alert is triggered. 

This means that managers can acknowledge staff when they receive positive feedback, and in the event of a low score, can get back to the customer immediately to address, resolve or explain an issue.

Di has found that this feature is not only motivating for staff, but it has also improved the professional quality and tone of email correspondence generally. Customer issues (if and when they arise) can be dealt with immediately and customers have an avenue to report issues without having to resort to public forums.

Another advantage of this feature from a branding point of view is that it can be used to standardise everybody's email signatures. In addition, Justin Thyme (IT) has found that adding a banner or button in all the signatures, as part of a monthly campaign, is easily managed & ensures consistency – something that ABC Suites Brand Ambassador, Luke Warme, insists on!
 
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