Overview
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Help your customers help you. Learn how to use customer feedback to drive improvements to your products, services, and processes.
Syllabus
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Introduction
- Managing customer service
- What is managing customer feedback?
- Why managing customer feedback is so important
- Establishing your goals
- Avoiding pitfalls
- Characteristics of an effective approach
- Managing customer feedback in real time
- Empowering individuals to act
- Responding to positive or general feedback
- Successfully handling negative feedback
- A strategic framework for managing customer feedback
- Sources of customer feedback
- Collecting feedback
- Analyzing input
- Acting on feedback
- Assessing results
- Innovating and realigning
- Establishing a supportive culture
- Next steps
