Taking some time to talk to your staff after either a good or bad customer service experience can be very beneficial.
With a good experience, it's an opportunity to praise a member of staff for their outstanding service, or perhaps to thank the entire team. We all like to receive praise and feedback, and it's especially powerful in a group situation. Taking it one step further is where the real benefit can come from this exercise. If you are discussing a good experience based on customer feedback, run through every stage of the sale or interaction. Highlight where the encounter shone and set some goals. Make this the norm rather than an exceptional case. By explaining to your staff the benefits that everyone receives from happy customers and encouraging every member of your team to aspire to this same level, you can boost your entire customer service.
A bad customer encounter is an opportunity to highlight potential problems with your business and to identify ways to overcome them. The debrief following a bad experience shouldn't be a witch hunt; normally, if someone has messed up, they know it and are generally apologetic about it. If they aren't, the complaint has just become more serious and needs to be discussed behind closed doors.
During the bad experience debrief, look at every stage of the interaction. Where did it go wrong? What should have been done to prevent the situation becoming a complaint? The debrief needs to be conducted in an open environment that welcomes input from everyone involved.
The aim of conducting any debriefing is to look for ways to improved the level of service that you are offering to your customers.