Customer Service: Managing Customer Feedback

Customer Service: Managing Customer Feedback
MP4 | Video: 720p | Duration: 54:03 | English | Subtitles: VTT | 321.6 MB

Your customers have so much they want to tell you. When you put their insights to good use, everyone wins. That's why every organization—regardless of size or industry—needs an effective approach to managing customer feedback. This course provides a step-by-step approach to collecting, tracking, and using customer feedback, complete with examples that show what other companies are doing in this importance space. Brad Cleveland, an expert in customer experience and customer service, explains how to respond to positive and negative feedback, track trends over time, and put feedback into action. Using examples from some of the world's leading organizations, Brad shows how to harness customer feedback to improve the experience customers have and to drive improvements to your products, services, and processes.

Topics include:

• Why tracking and using customer feedback is so important
  
• Establishing goals
  
• Managing feedback in real time
  
• Responding to positive and negative feedback
  
• Collecting feedback
  
• Analyzing feedback
  
• Acting on feedback
  
• Assessing results
  
• Hearing the voice of the customer