From the course: Customer Service: Managing Customer Feedback
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Collecting feedback
From the course: Customer Service: Managing Customer Feedback
Collecting feedback
- Once you identify the many sources of customer feedback, the next step is to collect it. Think about each source producing feedback that goes into a funnel, which directs it all to a central repository. This could be a database that's part of your CRM system, a dedicated customer feedback system, a business intelligence tool, or perhaps something homegrown. I've seen many different approaches work. As you select a best alternative, keep simplicity and flexibility top of mind. You want a tool set that's as straightforward as possible. As you get feedback from various sources, it's helpful to be consistent in what you collect. Capturing data in four areas will be particularly useful. One is what was the touchpoint, or where was the customer in their journey? For example, this could be after a repair, or following an interaction with a customer service agent. Second, what was the customer's objective? For example, they wanna get their cable working. Third, what was the actual…
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