From the course: Managing a Customer Service Team
Join today to access over 22,600 courses taught by industry experts or purchase this course individually.
Exploring the voice of customer feedback
From the course: Managing a Customer Service Team
Exploring the voice of customer feedback
- In this video I'm going to show you various ways that you can collect customer feedback. This feedback is often called voice of the customer or VOC. As customer service leaders, we need to be obsessed with it. VOC can help us identify problems and improve service quality. And if we get good at doing that, we can learn how to stand apart from our competitors. Here are six ways you can collect VOC information. Customers share feedback and problems with their employees all the time. The trick is finding a way to capture this data so we can spot emerging trends. One option is to ask your employees informally. You can do this in a team meeting where employees brainstorm common issues and then rank them based on how often they hear about each one. If you're using customer service or customer relationship management software, you might be able to automate this process. Check with your vendor to learn more. A contact type…
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.