Question

Imagine that you are a sales rep for a major insurance company. How can you gather customer feedback to improve your service? How can you use customer feedback that you receive about products and services for which you are not responsible? Please explain in detail

Answer 1

There can be various ways to gather consumer feedback for products and services provided by an organization. As a company sales representative one would be regularly meeting customers as part of daily sales calls and processes. As part of the process every visit can be closed with a feedback query which can be documented. Usually the feedback should be in the form of a short questionnaire which can either be filled online or offline. In case of online forms the data can be collected and aggregated automatically. If a representative is gathering data offline then it needs to be collated at an appropriate level before it is further analyzed by internal teams. Feedback can also be gathered one-on-one through telephonc conversations between the representative and the customer which could be recorded for further analysis. The customer may also, at the behest of the company sales representative, call a customer contact centre which is usually dedicated for collecting feedback and forwarding it through the organization based on specific criteria.

A sales representative will usually get feedback from the customer on any part of the product or service she has interacted with. This may or may not be directly related to the area of responsibility of the representative. However it must be part of a process where the representative and forward th efeedback internally to either the concerned team directly (e.g QA in case of product quality complaints, Marketing if dissatisfaction on price, etc.) or to a central team handling customer feedback in general who will reroute it internally after understading the issue.