Reference no: EM132723340

Case Study : Customers Always Complain

• Providing excellent customer service would seem like a reasonable performance exception; therefore, many organizations are encouraging customers to provide reviews, either by filling out forms available at the business or through online surveys. However, research has found that people are most likely to give feedback only when they have something negative to share. Also, providing anonymous feedback seems to bring out the worst in people and provide them with the opportunity to be overly critical.

• This leads to questions about the reliability and validity of customer feedback. Critics of this type of review claim that it is not appropriate to assess employees' performance based upon customers' comments due to the likelihood of negative feedback being received. This type of review only serves to demotivate and discourage employees, who only hear about what they have done wrong and only get input from unhappy people. Given the importance of performance feedback, some argue that it is inappropriate to allow this type of criticism to influence how an employee's performance is evaluated

Discussion 1. Do you agree that people are only likely to comment and provide feedback when they receive poor customer service? What have been your experiences?

Discussion 2. How can organizations encourage customers to provide feedback regarding positive or exceptional customer service?