What should you do if a follow-up with a customer reveals their survey feedback was poor?

• A. Ignore their feedback.
• B. Ask them to fill out a new survey immediately.
• C. Resend the survey for their update.
• D. Record their dissatisfaction without further action.

Answer: (C)

Resending the survey for their update is an appropriate course of action when following up with a customer who has given poor feedback. By doing so, you provide the customer an opportunity to clarify their concerns or provide additional information that might have led to their dissatisfaction. It shows that you value their opinion and are committed to improving their experience based on their feedback.

This process can also facilitate a more constructive dialogue about their specific issues, which can lead to actionable insights for your business. Moreover, if the customer had a change of heart or if the situation has evolved, a follow-up survey can reflect that new sentiment. By seeking feedback proactively, you demonstrate a commitment to customer satisfaction and can potentially mend the relationship, thus fortifying customer loyalty.