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LinkedIn Learning

Customer Service: Managing Customer Feedback

via LinkedIn Learning

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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

Reviews

4.7 rating at LinkedIn Learning based on 659 ratings

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