Customer Service: Managing Customer Feedback

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

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
• Next steps