Customer | How to Manage Customer Feedback

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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. Learoy Tonight is a fresh business with interesting and modern ideas about education. 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. Each 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 course is a small section of Customer – At Your Service. If you would like to really challenge yourself, join us for the entire journey. What are you waiting for? Start tonight and be on your way to providing amazing customer service tomorrow. Who is the target audience? 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
  • Welcome to How to Manage Customer Feedback
    00:01:00
    • Welcome to How to Manage Customer Feedback

      What’s it All About?

      00:01:00
  • Providing Customer Feedback to Teams
    00:07:33
    • Providing Customer Feedback to Teams

      Feedback is information about the past, delivered in the present to positively influence the future. Check out how you can effectively communicate customer feedback to your team to create meaningful change to their behaviour and your business.

      00:07:33
  • Customer Complaints
    00:13:25
    • Developing a Strategy for Customer Complaints

      In here we’re going to explore how you can turn complaints into real opportunities, through these key strategies.

      00:04:27
    • The Power of Social Media

      Let’s consider the power of social media and how one customer’s negative experience can affect business. Here’s a case study about how United Airlines handled a customer complaint. Checkout external resources to explore more on Dave Carroll’s customer experience. Resources and Further Reading - Carroll, D n.d., ‘United Breaks Guitars Story’, davecarrollmusic.com, viewed 19 May 2015 (see external resources) BBC 2009, ‘Singers airline tune YouTube hit’, bbc.co.uk, viewed 19 May 2015 (see external resources)

      00:03:34
    • Handling a Customer Complaint

      We have the big picture strategy, but sometimes we need a plan for when a situation gets tricky to manage. Let’s take a look at how you can diffuse a situation when it’s right in front of you.

      00:03:14
    • How to Retain Our Customers

      Let’s have a look at how we can retain our customers, even if they’ve had a negative customer experience

      00:02:10
  • Customer Service
    00:07:21
    • Identifying Service Gap

      In here we’ll explore the types of gaps that you can identify from service to delivery, by talking to your customers.

      00:05:01
    • How Customer Service has Changed
      00:02:20
  • Handling a Hostile Customers
    00:07:49
    • Advice From Robert Bacal

      So, you’ve been told that you’re supposed to try and understand the behaviour of hostile customers. That’s not easy! Here’s some advice from Robert Bacal to get your started. References - Bacal, R 2011, If it Wasn’t For The Customers I’d Really Like This Job, Bacal & Associates, Ontario

      00:04:35
    • Strategies for Managing Hostile Customers

      Let’s look at strategies for managing hostile customers. References - Bacal, R 2011, If it Wasn’t For The Customers I’d Really Like This Job, Bacal & Associates, Ontario

      00:03:14
  • Congratulations! You now know how to Manage Customer Feedback
    00:00:34
    • How to Manage Customer Feedback

      Where to from here?

      00:00:34
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