Complaint Resolution Follow Up Supervisor Survey Template

Your agents may have taken this class in either this past June or July.

Just a reminder the Complaint Resolution course was the 4 hour course to learn how to respond to complaints and difficult customers in such a way that completely restore customer confidence after any service mishap.

Thank you in advance for your feedback and suggestions.
Name (optional): 


A red asterisk (*) indicates required questions.

  1. Please choose your site location from the list below.*
    Holmdel
    Vision X (Quezon City)
    Stream (Cebu)


  1. Please choose the rating that best matches your team's impressions following the Complaint Resolution training.

    (1 = Strongly Disagree, 2 = Disagree, 3 = Neutral, 3 = Agree, 4 = Strongly Agree)

            1 2 3 4 5      
      They would recommend the program to others. Strongly Disagree Strongly Agree  
      This training was a worthwhile investment for my job. Strongly Disagree Strongly Agree  
      The program was a good use of my time. Strongly Disagree Strongly Agree  
      The program was relevant to my job's responsibilities. Strongly Disagree Strongly Agree  
      They learned new skills/knowledge from this program. Strongly Disagree Strongly Agree  


  1. How often do your agents apply the skills and knowledge learned during the Complaint Resolution Training?
    (1 = Seldom - 2 = Sometimes - 3 = Often)
     
      1 2 3  
    Seldom  Often


  1. Rate their level of improvement in skills and knowledge derived from the program content. Zero percent is no improvement and 100 percent is significant improvement. Check only 1 box for each skill set.
    (1 = 0%, 2 = 20%, 3 = 40%, 4 = 60%, 5 = 80%, 6 = 100%)

            1 2 3 4 5 6      
      Diffusing Customers 0% 100%  
      Understanding Irate Customers 0% 100%  
      Active Listening 0% 100%  
      Communicating Effectively With Others 0% 100%  


  1. What percentage of their calls require the skills and knowledge presented in the Complaint Resolution Training?
    (1 = 0%, 2 = 20%, 3 = 40%, 4 = 60%, 5 = 80%, 6 = 100%)
     
      1 2 3 4 5 6  
    0%  100%


  1. Please indicate your level of confidence (%) in the estimate given in response to the previous question. For example: 30 would indicate that I am somewhat (30%) confident that my estimate in the previous question is accurate. 70 would indicate that I am very (70%) confident that my estimate is accurate. (Enter a number anywhere from 0-100)


  1. What impact does applying the content of this program have on your team's success?
    (1 = 0%, 2 = 20%, 3 = 40%, 4 = 60%, 5 = 80%, 6 = 100%)
     
      1 2 3 4 5 6  
    0%  100%


  1. Please indicate your level of confidence (%) in the estimate that you gave in response to the previous question. For example: 50 would indicate that I am 50% confident that my estimate in the previous question is accurate.
    (Enter a number anywhere from 0-100)


  1. Did you observe any barriers to applying the skills/knowledge they learned in this program?
    Yes
    No


  1. If you answered Yes to the previous question, which of the following deterred you from applying the skills/knowledge learned in the program? (Check all that apply)
    No opportunity to apply the skills
    Lack of management support
    Lack of support from colleagues and peers
    Insufficient knowledge and understanding
    Lack of confidence to apply skills/knowledge
    Systems and processes within Vonage will not support the application of skills knowledge
    Other


  1. When asked questions similar to question number ten, over Sixty percent of responding agents listed "Systems and processes within Vonage will not support the application of skills knowledge" as a deterrent to applying the skills and knowledge learned in this program. Please briefly share any observations that might give insight to these responses.


  1. If you selected “Other” in the previous question, please describe here.


  1. How well are your agents able to apply the skill/knowledge learned from Complaint Resolution Training?
    (1 = Poor, 2 = Fair, 3 = Moderate, 4 = Good, 5 = Excellent)

     
      1 2 3 4 5  
    Poor  Excellent


  1. Which of the following helped them in applying skills/knowledge learned in the program? (Check all that apply)
    Opportunity to use the skills
    Management/Supervisor support
    Support from colleagues and peers
    Sufficient knowledge and understanding
    Confidence to apply skills/knowledge
    Systems and processes within the organization that will support application of skills/knowledge
    Other


  1. If you selected "Other" please describe here.


  1. To what extent did this program positively influence the following measures?
    (1 = 0%, 2 = 20%, 3 = 40%, 4 = 60%, 5 = 80%, 6 = 100%)

            1 2 3 4 5 6      
      Dealing with Difficult Customers 0% 100%  
      Efficiency 0% 100%  
      Escalations 0% 100%  
      Customer Satisfaction 0% 100%  


  1. What other measure(s) (if any) was positively influenced by this program?





Training
Vonage University
Holmdel, NJ