Walk up patrons
If a patron walks up to the desk, please follow up the interaction by offering a survey. Do NOT offer a survey if:
- The question was “Can you log me into a guest computer?” or “Can I pay you to print something out?”
- The question was an obvious directional question (“Where is the bathroom?”)
Not sure whether to offer a survey? Don’t do it if your answer took less than one minute.
Offer candy to the patron and ask him/her to place the survey in the jack o’ lantern.
Chat patrons
As you chat with the patron, please advise him/her that you’d like to send a link to a customer service survey after you’ve answered the question. You could say something like this, "If you have a minute after I answer your question, I'd like to send you a link to our customer service survey."
After you've confirmed that your response answered the question, send this link:
http://tinyurl.com/referencecustomerservice
Text and Skype chats will NOT be included in the survey. If you see a chat box that looks like one of these pictures, do NOT survey the patron.
No comments:
Post a Comment