Don'ts for the interview
We have talked about a lot of the things one must do to have a good VoC session, but it is equally important to highlight some of the key don'ts when conducting a customer VoC:
Talking more than the customer: We have been blessed with two ears, but only one mouth. Keep this ratio in mind when performing a customer VoC. You are there to ask the customer's perspective and learn, but you are not there to teach. A good rule of thumb is to try and get the customer to talk at least twice as much as you do, and getting the customer to talk 90% of the time is even better.
Forgetting basic meeting manners: Be on time, courteous, attentive when the customer speaks, send thank you notes, and so on.
Treating the VoC guide as a rigid agenda: The VoC guide is just that, a guide. Feel free to let the discussion take its natural course based on the customer's lead. As long as you get the information you came for, it is not typically important in which order you receive it.
Having...
