From the course: Customer Service: Managing Customer Feedback
Join today to access over 22,600 courses taught by industry experts or purchase this course individually.
Establishing your goals
From the course: Customer Service: Managing Customer Feedback
Establishing your goals
- Managing customer feedback effectively requires that you establish goals. You can then identify the steps and resources necessary to achieve them. Sometimes I see goals that are too tactical. For example, we'll respond to every customer that has a problem or that gives negative feedback. And there's nothing wrong with that. That's good. But there's so much more that you can do. Here are six goals that can help you get the most out of your efforts. One is improved customer loyalty. When you act on deeper problems and opportunities that you learn about from feedback, everyone wins. You'll have more satisfied customers, and you'll see that in surveys and how they behave. For example, did they continue to buy? Another goal you'll wanna establish is positive word of mouth. What is the trend in customer reviews? What's the sentiment in social channels? Something that software tools can readily help you gauge. A third recommended goal is organization-wide improvements, the improvements…
Practice while you learn with exercise files
Download the files the instructor uses to teach the course. Follow along and learn by watching, listening and practicing.
Download courses and learn on the go
Watch courses on your mobile device without an internet connection. Download courses using your iOS or Android LinkedIn Learning app.