101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 32. Return Policy: Feedback Guidelines

There are many benefits to giving and receiving constructive feedback. It reduces uncertainty, helps solve problems, builds trust, strengthens relationships, and, most important, improves work quality. From day-to-day interactions with customers and colleagues to formal performance reviews, feedback that is specific, nonjudgmental, and timely creates more effective communication processes in support of continuous improvement efforts.

Giving Feedback

1. Focus on the behavior of the individual or the group, not on the personality or character.

2. Make it specific (what, when, where, and so on).

3. Describe the person’s behavior; do not judge it.

4. Direct the feedback at behavior that can be changed, not at permanent characteristics of an individual.

5. Make it timely, either at the moment the behavior is occurring or as soon afterward as possible.

6. Remember that people are uncomfortable receiving feedback, even if you are handling it the best way possible.

7. Whether the person agrees to continue (positive feedback) or to change (negative feedback), express your appreciation for his or her listening to your concern.

Receiving Feedback

1. Actively listen to the person’s description of your behavior and his or her recommendations to continue what you are doing or suggested changes that would be helpful. (This might be difficult!)

2. Do not get defensive; trust that the intent of the feedback is to help you, not hurt you.

3. Paraphrase or summarize the feedback to make sure you ...