The Direct Network


Thank You for Your Feedback!

Posted by Joe Clarkin on Oct 14, 2014 6:03:00 AM
Topics: surveys, college store customer service, Marketing to Students, mbs direct

When we put out surveys, our main goal is to receive as much constructive feedback as possible. Whether it's good or bad, we both appreciate and take into consideration the thoughts and opinions of those who take time out of their days to tell us what we are doing well, as well as what we can improve upon. But for the purpose of this post, we are going to focus on the former, as our dedicated customer service teams deserve a bit of recognition for the hard work and dedication they put in every day. With that in mind, here are a series of quotes from real customers that we've pulled from the surveys we've put out over the past few months:

Rating MBS Emailed Survey

Feedback

“Our representative, Kim Flischel, has done an exceptional job keeping me abreast of the status of an iMBA book order. She consistently checks with the publisher and provides updates on a regular basis. She is very aware of how important our iMBA program is and has worked hard to expedite a recent order.”

“I believe that [account manager] Ryan Winking has gone above and beyond to make our opening of school this year a success.”

“Your support when we have an issue is awesome, but we really do not have many issues with our Virtual Bookstore. It seems to always run smoothly.”

Ordering Course Materials (Higher Ed.) Survey

“Customer service was experienced and helpful.”

“I actually called MBS Direct and a representative helped me with the book ordering process. As always, the representative was very knowledgeable and eager to answer any questions. I received my books prior to the date that they had given me. Excellent service!”

Ordering Course Materials (K-12) Survey

“When there was a problem with my credit card, the woman on the phone was very helpful.”

“The representative was very helpful and efficient.”

“The customer service rep was super nice and patient with this first time customer!”

“When I called to speak to a customer service representative, she was extremely helpful.”

“The customer service people went out of their way to resolve a problem with our scholarship voucher.”

Buyback Survey

“It was very easy and quick. Great customer service.”

“The online process is very easy and when you call and talk to a customer service agent, the agent is easy to talk with and will solve any and all problems.”

“MBS phone customer service is excellent, courteous, helpful and patient!”

“Very courteous Customer Service Reps when I called to ask a question. Great teamwork!”

About Joe Clarkin

Joe Clarkin is a former copywriter at MBS. When he’s not working or studying, you’re most likely to find him reading a book or watching a game.

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