The Customer: How To Manage Customer Feedback (Bite Size)

Create an environment that welcomes customer feedback. Educate your team on how to handle feedback and use it to improve

What you'll learn
Understand the importance of giving team’s customer feedback
Be able to give positive and negative customer feedback to my team in an effective way
Define potential gaps in service and methods to overcome them
Drive a culture that welcomes customer feedback
Develop strategies to proactively manage complaints before they arrive
Diffuse difficult customer situations to focus on actionable solutions
Understand why customers complain
Requirements
A keen readiness to learn and put it into practice
Access to a computer, tablet or iPad
Headphones or speakers to listen to videos
Description
There is no question about the impact great customer service has on an organisation. How to manage customer feedback will give you the tools to make a connection and build a relationship with your customer base.  Today we may be providing a service, tomorrow we may be a receiving one; it is the beauty of this that makes good customer service a truly human endeavour.Bill Gates once said: “Your most unhappy customers are your greatest source of learning”. Make sure you use this as a source of inspiration! Create an environment that welcomes customer feedback. Educate your team on how to handle feedback and use it to improve. Predict potential issues before they arise and give people the tools they need to deal with any issues. You’ll create a more empowered workforce, who will inevitably provide a better customer experience.Each lecture has been carefully selected so that you can explore relevant and meaningful strategies to create a truly customer centric workplace. Build a culture that values the importance of each customer interaction and empowers employees to provide the best service possible. This course is full of tips and tricks to use inside and out of your workplace. It will motivate you to really understand and support the environment you’re trying to create.Many people take part in creating these courses – from subject matter experts, to researchers and designers – to ensure you are provided with the best learning experience and the most up to date information. We’re excited about education and want to give you the opportunity to be the best you can be.This BITE SIZED course will take you approximately 30 to 45 minutes to complete and will cover all of the components required to manage customer feedback. Our content will give you the opportunity to listen to experts and understand relevant models to use on your leadership journey when creating a truly human customer experience. Enjoy a collection of videos, interviews and engaging imagery used throughout our presentations.This BITE SIZED course is also part of our Master Series - The Customer: Service At Its Best. If you would like to really challenge yourself, join us for the entire journey.So what are you waiting for? Start tonight and be on your way to providing amazing customer service tomorrow.

Overview

Section 1: Welcome to How to Manage Customer Feedback

Lecture 1 Welcome to How to Manage Customer Feedback

Section 2: Providing Customer Feedback to Teams

Lecture 2 Providing Customer Feedback to Teams

Section 3: Customer Complaints

Lecture 3 Developing a Strategy for Customer Complaints

Lecture 4 The Power of Social Media

Lecture 5 Handling a Customer Complaint

Lecture 6 How to Retain Our Customers

Lecture 7 Reasons for Customer Complaints

Section 4: Customer Service

Lecture 8 Identifying Service Gaps

Lecture 9 How Customer Service has Changed

Section 5: Handling a Hostile Customers

Lecture 10 Advice From Robert Bacal

Lecture 11 What’s Going on in There?

Lecture 12 Strategies for Managing Hostile Customers

Lecture 13 The Story of Mr Pritchard and Marty’s Electrical

Lecture 14 7 Rules for Compensating Your Customer

Section 6: Congratulations! You now know how to Manage Customer Feedback

Lecture 15 How to Manage Customer Feedback

Anyone looking to improve the experience of their customers,Anyone with an interest in driving a strong customer focus within their organisation,Anyone looking to develop their organisation into an environment that customers want to interact with and develop loyalty to,Anyone with frontline customer service experience, leadership or management experience, whether in a junior to middle management level or those who wish to move into a middle/senior management role within a customer focussed organisation,Anyone from a small, medium or large organisation