From the course: Customer Service: Managing Customer Feedback
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Characteristics of an effective approach
From the course: Customer Service: Managing Customer Feedback
Characteristics of an effective approach
- Every organization receives feedback from customers, but some manage it far more effectively. Where does your organization stand? Here's a 10-point self-assessment that can give you a quick read on how much sure your approach is and where there may be opportunities for improvement. We have included these points in the self-assessment tool that you'll find in the exercise files. And if that would be helpful, go ahead and download it now. Are you ready? Here it goes. One, your organization has a culture of actively and intentionally encouraging feedback and acting on it. Two, customer feedback comes from a wide range of sources which includes surveys, interactions with customers, product reviews, social media posts, operational data such as product returns and others. Three, employees understand how important customer feedback is and they have the training and incentives necessary to encourage, document, and act on it. Four, you respond to time-sensitive customer feedback as it…
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