The Most Valuable Customer Service Interview Questions for Gathering Customer Feedback

“顾客永远是对的。”

它可能是一个古老的栗子，但是这个想法仍然是销售和营销中最有力的真相之一。

无论您的产品或服务是什么，客户服务面试问题的反馈都可能是其价值的最强指标之一。

正确的反馈可以帮助您的销售团队了解客户的旅程，确定他们的痛点并更好地处理购买过程中的摩擦点。

客户反馈还可以帮助开发团队路线图新功能和改进，甚至可以创建全新的产品以满足您理想目标的需求。随着时间的流逝，分析反馈趋势是了解您产品潜在未来的重要组成部分。

但是，从分析客户体验中获得了很多要获得的东西，是否有最佳实践来征求评论和反馈？

哪些类型的问题和哪些方法产生最佳响应率以及最可行的数据？

我们要求37位专家分享他们的顶级客户服务面试问题，并讨论其反馈系统背后的理由。

10 Types of Customer Service Interview Questions

尽管我们的一些受访者采用了传统的方法，但另一些受访者对经典的变化感到惊讶。

他们提供了将近十二种好方法来接近客户并获得有关销售过程，体验以及产品和服务结果的最佳信息。

1. Experience and Expectations – Did we hit the mark?
2. Friction, Frustrations, and Misses – Where did things get shaky?
3. Features and Improvements – What could be new and better?
4. 评论和评级 - 人们在网上提供什么？
5. Recommendation – Would you trust us to help a friend?
6. Transformation – How have we changed your life?
7. 比例 - “从1到10，10是最好的…
8. 假想– “Let’s pretend…”
9. 定价 - 将其基于底线。
10. “终生忠诚”问题

There’s also a clever bonus question we hadn’t considered before!

单击上面的一个部分以跳过该问题类型，或滚动浏览以下所有见解。

Experience and Expectations

绝大多数情况下，我们的专家列举了询问客户在过程或产品方面的经验，并确定它是否达到（或超过）期望是获得反馈的最佳方法之一。

大卫·彼得森（David Peterson）of健康市场在向客户讲话时，请保持非常简单。“我们该怎么做才能使您的体验更好？这可能会引起我们可以做出的大型改进的适度，并且通常会识别疼痛点。我们该怎么办才能超出您的期望？”彼得森（Peterson）喜欢这种方法，因为它能够“产生可以推动创新的意外和原始想法”。

这种方法也引起了共鸣Rachita Sharmaof女孩力量谈话，一个青年和妇女赋权组织。Sharma采用个人方法来了解团队如何与客户互动，并且经常会问：“我们的员工成功地满足您的期望还是至少与您成为朋友？请让我们知道我们如何使您的体验更加舒适和个性化。”Sharma致力于建立经验的关系方面。“记住人们与人开展业务。”

Jitendra VaswaniofBloggersIdeas.com在调查客户时，试图了解跑车顶部的体验。Vaswani列出了围绕这个想法组织的几个最喜欢的问题。“你是怎么找到我们的？您成为客户多久了？是什么让您想尝试我们？您在我们之前使用了竞争对手吗？

Vaswani在征求客户反馈时将其“简短而甜美”。“永远不要让您的客户陷入漫长的问题。”Vaswani还建议在黄金时段收集此信息 - 就在服务时，这是一种对离线操作的巨大好处。

Carlos PuigofBUNCH出于多种原因，以体验为中心的客户服务面试问题。询问“您将如何评价您与我们的最后经历”，使您可以了解客户对您的服务的看法，为问题提供解决方案或补偿客户，如果事实证明他们很沮丧，请让您的客户“告诉您他们的感受, so they don’t feel the need to vent on social media.” Puig also asks, “What would have made your experience with us better?

It’s so important to let your customers answer this question in their own way. Leave it open and be receptive to whatever feedback you get.” Finding out about their willingness to repeat business is equally important, according to Puig. “The only answer you want to receive is, Yes. If a high percentage of your customers are saying that they will not do repeat business with you, then there’s a problem that you need to know and fix ASAP.”

开放式的方法也适合奥西里斯·帕里克（Osiris Parikh）of峰会正念，谁分享了这个。“允许进行开放式的客户输入可以使您可以忽略的内容获得视角，例如，支付系统可用性对文档的可读性。这些回应可以帮助公司立即采取行动，以改善客户的整体体验。”

本·阿恩特（Ben Arndt）of扣篮篮球同意。“Essentially, it’s a straight-up ask — ‘What could we have done to improve your experience with us?’ From this, we’ve received some great feedback both small and large in nature that we’ve been able to action with excellent results.”

摩擦，挫败感或“错过”

经常说，我们从失败中学到的比从成功中学到的更多。本着这种精神，我们的许多专家都分享了他们问了有关至少过程中令人愉快的一部分，以更好地理解和响应客户的需求。

Levi OlmsteadofLeviOlmstead.comfocused on the problems customers’ may experience in daily life, as a way to gain good positioning as a solution. Olmstead asks, “‘What is causing you the most friction/problems at your business in general?” As Olmstead explains, “This helps you identify new TOFU content types to attract your target audience.”

Olmstead also explores areas of their service that may cause friction. “What is causing you the most friction/problems with our tool/service.” Olmstead says that this approach, “helps you build a knowledge base of questions your users have and reduce friction in the flywheel, and creates happy customers when you solve problems.” Use this帮助文档仪表板to learn about the needs and expectations of your customers and how to adequately cater to them.

Editor’s note: If you need to ensure speedy resolution of issues, using theHelpScout for Customer Support仪表板可以提供有关分辨率时间，首次占用时间和百分比的AT-A-glance数据。

The power of asking customers to “give it to me straight” is evident, according toMichiel KoersofTopic。在询问客户对使用主题的烦恼时，“您表明您不怕获得诚实的反馈。要问这个需要一些胆量！根据我的经验，” Koers说，“客户重视这一点，并给出一些您可以更好地享受的好点。”

埃里克·梅利洛（Eric Melillo）of科夫格不仅探索what，但是whenandwhyof the issue. Melillo’s customer survey asks, “While engaging with us did you find yourself frustrated at any point of the buying process?” If yes, can you tell me when and why?”

This approach helpsJennifer LuxofLyntonweb完善过程。勒克斯问：“在我们的合作伙伴关系（或您与我们品牌的经验）的什么时候，您是否遇到最大的摩擦？”Lux说：“我发现这个问题有助于确定具有最大改进潜力的接触点，因此客户成功团队可以更好地专注于客户管理的变化将在客户经验中带来最大的改进。”

Vinoth AJofApoyo Corpreally wants the untempered response from customers, and asks, “What does our product/service miss badly?” AJ says that this is “a genuine question to easily understand your customer’s hidden problems. Also, the customer will feel authoritative and pleased when you seek input from them. They will come up with their biggest pains in your market and also their best-preferred solution to overcome it.”

最后，Apoyo使用此信息进行迭代。“耐心地收集所有反馈并挑出最优先的障碍。通过解决这些并发症并将其集成到您当前的产品或服务中，您最终将在利基市场中找到最佳位置。”

AJ建议其他人“弄清楚您当前客户的反馈意见，解决此问题，并将其用作USP来转换新客户。”

Taking a slightly different approach,Andrea Moxhamof马蹄 +公司seeks the customer feedback of the ones没有转换问，“你为什么不购买？没有转换的领导者拥有大量信息。调查丢失的潜在客户可以帮助发现关键机会，以改善您的产品和客户体验。”

功能，改进和变化

Keeping an eye to the future is one of the best ways to ensure long-term growth and stability; that process becomes a lot easier when you have the support of good customer feedback. Customers will often tell you exactly what they need, given the chance.

贝基海滩of妈妈海滩有限责任公司takes the straight-forward approach to feature road-mapping, asking, “What products would you like to see? What did you like about the product? What didn’t you like about the product? How can we improve the product?” All of the feedback from these customer service interview questions provides exact targets to hit and avenues to explore.

“能够将反馈转化为可行的变化，当您有如此多的建议涌入时，很难。”Garret Seeversof阿祖加。“我一直认为要问客户的最佳问题：如果他们只能现实地对客户体验有所不同，那会是什么？”Seevers说这个问题在大规模上效果很好。“一旦发现了不止一次的某些问题的模式，那么领导才能开始确定哪些问题最紧迫地解决。”

同样地，多利安·里夫斯（Dorian Reeves）ofSHIFT Agencyasks simply, “What would you change about the product or service?”

Jonathan Chanof疯狂的增长takes a similar, open-ended tack, asking, “Do you have any suggestions on how we can better serve you?”Damien BuxtonofMidas Creativeadds that asking the questions in a way to evoke emotional responses can add needed context. “That way you’ll ensure you’re getting right to the heart of the truth with honest feedback. Long after a customer has forgotten about a product or service they bought, they will remember the experience they had. That is something that lasts.”

Buxton phrases questions in a particular way, such as, “how do you feel we could improve your experience next time?” That way, “They can’t answer with a yes or no, and are more likely to give feedback on how you actually did based on their emotions, which is a lot more telling.”

提出建议构成了Angela Ash的调查方法流SEO，问“您建议什么使产品或服务变得更好？”Ash解释说：“对于客户或客户来说，简单地选中一个让您知道他们喜欢您创建的东西的框非常简单。但是，这并不能帮助您成长为一家公司。调查客户会改变的改进，以便您可以考虑实施它。”

Yaniv MasjediofNextivaagrees, asking “What (existing or new) feature needs to be improved or developed? What do you want to see in particular” As Masjedi explains, “This question dives straight into our customers’ needs. That’s who we are as a business: we make our customers’ lives easier by addressing their needs.

杰森YauofCanvaspeople喜欢了解客户在颗粒水平上对产品的看法。“我们希望通过向客户询问他们购买的确切产品来具体说明。拥有最优质的产品应该是该网站的目标。实际/关键的答案比赞美该产品的答案要有价值得多。”Yau趋向于“我们如何改善您购买的产品？”的趋势。

迈克·高尔帕（Mike Golpa）ofGolpa的G4andElliott JaffaofElliott B. Jaffa Associates博士both focus on improving service specifically. Golpa asks, “How can we serve you better than we did today/last visit?” while Jaffa poses the question as a two-point improvement scenario. “What two things can I do to provide better service to you as my client?”

建议

One of the most coveted outcomes of good service is a recommendation. Customers may enjoy your service, but you know they really trust a product or service when they put their own reputation on the line in extending recommendations to others — especially friends and family.

这种认真的方法非常适合罗德里戈·里瓦斯（Rodrigo Rivas）ofGray Group International“Would you recommend this product to a friend or family member?” Says Rivas, “I believe that question makes you judge a product from an outside perspective because if one recommends something to the people one loves, it’s because that product is the absolute best and will somehow enhance the way they live.”

Dominika SamborskaofRadial Path同意，说明这种方法“从客户满意度（产品和体验）方面描绘了一个很好的画面。If they are willing to recommend us to their friends,” Samborska says, “it means we have ticked all the relevant boxes and the customer is very happy — they wouldn’t ruin their reputation with their friends by recommending the Okay-ish or bad company.”

杰克·瑞德（Jake Rheude）of红色雄鹿的实现将“您会推荐我们”的方法与另一种经典设备结合在一起：0-10，最差的比例。“我们发现，在客户满意度方面，这个问题是最好的指标。显然，当某人回答少于10的数字时，我们跟进一个简单的文本表单，要求他们解释他们为什么不满意，因此我们可以解决它。

“As a B2B service,” Rheude explains, “we don’t have the luxury of a short sales cycle or the high volume that a typical B2C business might have. So it’s incredibly important to us that we answer back quickly if someone is unhappy with our service — and just as important, solve their problem.” This approach also saves time and labor, according to Rheude “You don’t need to ask 10 questions to get helpful feedback. One will do just fine.”

Comments, and Ratings

有时，最好的客户反馈是主动提供的Dewayne HamiltonofWeb Cosmo论坛。“In new market conditions, the imperative is the need to respect the desires and needs of the end consumers to whom the services or products are sold, and that kind of appreciation is the basis for creating an offer.” For Hamilton, “Customer reviews are a large part of that process. They allow business owners to asses their performance and identify areas that could be improved in order to offer a better service.”

“When you start worrying about comments and reviews,” Hamilton says, “customers and their experience will become the most important factor in your business strategy. In the end, don’t be offended, think carefully if the review is valid, and if so try to correct the mistake.”

Steve Pritchardof清单同意。“客户反馈对于弄清楚您做得很好以及您可以改进的事情至关重要 - 总有改进的空间，但您不想更改有效的零件。”

Transformation, Problem Solving, and Result

我们的许多专家,最终的结果是罪恶gle most important factor of the process. Instead of looking into the top of the funnel, they look to the end of the customer journey for guidance: The transformation of problem resolution. This is the approach劳拉·加里比（Laura Gariepy）of每天在湖边takes when soliciting customer feedback, asking “How did my service change your life or business?” As a business owner, Gariepy says “I want to have a certain impact on my customer’s life. In my specific case, I want to make their life easier, reduce stress, and free up more of their time. If they tell me that I’ve helped them do those things, I’ve been successful. If they didn’t have that experience, it means something went wrong. I look at trends in their feedback.”

This also works forBaptiste Debeverof饲养员，谁问：“我们如何使您的生活更轻松？”

“How/what questions are very powerful and the most efficient way of getting the person to talk,” says Debever. “Besides this, the question doesn’t explicitly ask for feedback, but leaves room for all types of feedback.

直接达到结果的核心也是Cayley VosofNetPaths。内容提供商问客户：“我们为您编写的新副本如何工作？”这种方法基于服务的具体结果获得了立即，可操作的反馈。

Going back to the basic premise that a product or service needs to solve a problem for someone,Melissa Hughesof基础使用反馈来“了解该问题的上下文”。休斯说：“最好的问题是“您今天正在做什么来解决这个问题？”休斯说，了解他们如何管理这个问题，“为您如何将品牌定位为获胜解决方案提供了很好的方向。”

David LaVineofRocLogic MarketingandJacqueline Payneof本地搜索它问：“我们怎么能使您的生活改善？”和“自从我们的服务互动以来，您的生活发生了什么变化？”Lavine认为：“这是一个很好的问题，因为它意味着必须有一些东西。这也很好，因为它不会问什么是坏事，什么会更好，而且一些事情几乎总是会变得更好。”

Lavine offers a caveat. “One thing to keep in mind though is that in the B2B services realm, tight relationships are often formed between the client and the service provider. That means you need to make the customer feel especially comfortable providing open and honest feedback. Including a statement around that can help (something like “Don’t be afraid to let us have it. We’ve got thick skin.”). Another way to help is to add some anonymity to the feedback process.”

Payne reflects on how intensive this feedback process can be. “As an Account Manager at Search It Local, I’ve spent more time on the phone in a year than I have with my Mother across my whole lifetime (which is saying something, my Mom loves a chat).”

*编辑注：是否想保持客户服务对话？与HelpScout邮箱仪表板, and track the quality of service conversations with happiness and productivity reporting.

该过程使Payne意识到：“提出需要'以1到10尺度的答案提出的问题可能会限制。如果您告诉我您的满意度是10分中的8个，那并不能告诉我这2个丢失点去了哪里，或者可以改善您的经历，或者我们如何更好地支持您前进。”佩恩更喜欢这种方法，例如建议，这可能引入偏见。“您的生活如何改变”措辞可以更有效地从方程式中消除业务关系。

数字刻度

有时数字可以说明自己。尽管不是最广泛的寻求客户反馈形式Hamna AmjadofGX, who said this approach “will help them in filling up the survey faster, and will show you their satisfaction level for your product/services and experience with you.”

Speed translates to results for Amjad. “Since the average person gets distracted in 8 seconds, it’s essential to keep your survey brief, simple and give them a quick way to respond.”

阿姆也补充规模张开的答案。“You must have open text questions where customers can share their honest opinions with you.” According to Amjad, You must ask them: “What else would you like us to know?” or “What can we do to better serve you?”

假想

如果您想从过程中消除偏见，则使用假设问题的缓冲区可能是做到这一点的好方法。兰迪·格兰特（Randi Grant）ofPerfect Patientsproposes a scenario and lets the customer take it from there. “Imagine we overheard you talking to a colleague about why [insert company name] was a success for your business. What exactly would we hear you say?” Says Grant, “This question encourages the customer (in our B2B business) to put their feedback into complete thoughts, rather than just listing out bullet points and opens the door for more robust feedback. Plus, it plants the seed that they should be talking to their colleagues about us ;)” Very clever!

Nathan Schokkerof塔利奥也使用这种方法。“我们的业务是在商业物业服务中，我们经常发现很难获取有用的信息，因为我们的服务在完成后常常看不见或很快被遗忘。”

“Two questions we’ve posed via survey forms (both times as just single queries) to great effect and feedback are: 1. If our cleaners found your site broken into, glass smashed everywhere and the site in an awful state at 3 am, would you want us to call you; let your security services deal with it; or, have us sort it from start to finish?
2.我们的团队总是在工作时找到肮脏的茶巾，空的厕纸和漏水的水龙头。我们最好向您报告或记下并尽快修复它吗？”

“In both instances,” says Schokker, “we provide an open format response rather than a multiple-choice or yes/no options, and we’ve seen incredible and detailed replies. These have become client references where applicable, and give us amazing insights to our clients and how they approach their properties and our services. It also allows the team to handle individual accounts more effectively. “Where clients insist on faults being reported first, they tend to take much, much more managing, whereas those who want stuff handled and fixed tend to be much easier to work with and manage.”

Pricing

Money talks — and if you listen, customers won’t walk! That’s the rationale of pricing-based surveys, and it can be extremely effective.

Andrea Loubierof邮报例如，在寻求反馈时，喜欢直接达到底线。“我认为今天每个人都受到价格点的影响，”卢比尔解释说。“毕竟，您不想损失超过20美元的大客户。请务必询问您的客户是否认为价格公平，是否以任何方式影响了他们的决定以及原因。这可以帮助您制定出色的策略来获得新客户”

奖励策略：终身忠诚问题

这个建议来自加里·史蒂文斯（Gary Stevens）ofHosting Canada与其他任何专家的回应不同。我们将让史蒂文斯解释。

“One time, a client told me something that literally changed the way I operate my business. He was paying me to update the homepage of his website and I was telling him the other things I could do for him to help him out. He stopped me at one of those services and said, “I only budgeted for the home page but if you did that for me right now I would never use another web developer again.”

现在，史蒂文斯经常问：“我现在可以免费为您做些什么，以使您永远不要雇用另一家网络开发机构。”

史蒂文斯解释说,“我不总是太棒了answers and some people tell me that they can’t promise that. However, I have gotten a few requests from clients that were extremely easy to fulfill. This turned a handful of clients into the most loyal clients I have ever had and increased the number of referrals I received by a lot.”

Many Roads to Success

如您所见，征求客户反馈很重要，并且取决于您的数据目标，您所要求的可能同样重要。无论您的目标是什么 - 客户保留，产品映射或过程建设 - 都有出色，可扩展的反馈流程，并询问正确的客户反馈面试问题可以确保您的业务不断增长，并与不断增长的客户群相关。

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