Customer Service: Managing Customer Feedback

Offered By: LinkedIn Learning

Tags

Customer Service Courses Innovation Courses Process Improvement Courses Feedback Analysis Courses

Course Description

Overview

Help your customers help you. Learn how to use customer feedback to drive improvements to your products, services, and processes.

Syllabus

Introduction

Managing customer service

1. The Importance of Managing Customer Feedback

What is managing customer feedback?
Why managing customer feedback is so important
Establishing your goals
Avoiding pitfalls
Characteristics of an effective approach
Harnessing AI and other tools

2. Managing Customer Feedback as it Happens

Managing customer feedback in real time
Empowering individuals to act
Responding to positive or general feedback
Successfully handling negative feedback

3. The Strategic Approach to Managing Customer Feedback

A strategic framework for managing customer feedback
Sources of customer feedback
Collecting feedback
Analyzing input
Acting on feedback
Assessing results
Innovating and realigning

Conclusion

Establishing a supportive culture
Looking ahead

Taught by

Brad Cleveland

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