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Customer Service Phrases - Suggestions for I'll pass along your feedback.

Published: Tuesday, September 10, 2019

Hello,

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I am a trainer for a small contact center, and looking for alternative phrases for I'll pass along your feedback.

I think setting it up in a positive way, such as Thank you for your suggestions; I think that's a great idea for our website. The struggle is when what happens NEXT and what is the best way to phrase that. Thank you for your feedback, seems like an empty vessel with really no action tied to it.

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I trained in a call center for 6 years and saw a lot of customer complaints go by. I think the most important thing to say after thank you is, "Someone will contact you about this issue."
That contact is not an easy thing to do, but from a customer satisfaction standpoint it is ultimately one of the best things that can be done for a business. If all the complaints get funneled to a list (or queue) and the customers never sense they are being dealt with, complaints will multiply.
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I wonder, do you have a process for what actually DOES happen when you collect feedback? Do agents pass it along in an email or log it in a management system for their supervisor, who then follows up? It could be worth setting up a process so that you can honestly share it with customers.
Yes! It's documented under the customer's account, and depending on the feedback, it may be submitted as a JIRA ticket. Sometimes the process does not move quickly, so any suggestions or feedback we may get may not get implemented or it may , but take awhile. One thing I have been recommending is trying to find out more information, such as the website is confusing. OK tell what specifics and what improvements, you might make.
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