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Customer | How to Manage Customer Feedback


Customer | How to Manage Customer Feedback


Create an environment that welcomes customer feedback. Educate your team on how to handle feedback and use it to improve

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.

Section 1 – Welcome to How to Manage Customer Feedback

In this module you will learn how to manage the customer's feedback.

Lecture 1 – Welcome to How to Manage Customer Feedbackvideo
Section 2 – 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.

Lecture 2 – Providing Customer Feedback to Teamsvideo
Section 3 – Customer Complaints

In here we’re going to explore how you can turn complaints into real opportunities, through these key strategies. We will also consider the power of social media and how one customer’s negative experience can affect business, study about how United Airlines handled a customer complaint, diffuse a situation when it’s right in front of you, how we can retain our customers, even if they’ve had a negative customer experience. Take a look at the sort of things that really get customers complaining.

Lecture 6 – How to Retain Our Customersvideo
Lecture 5 – Handling a Customer Complaintvideo
Lecture 4 – The Power of Social Mediavideo
Lecture 3 – Developing a Strategy for Customer Complaintsvideo
Lecture 7 – Reasons for Customer Complaintsdocument
Section 4 – Customer Service

In here we’ll explore the types of gaps that you can identify from service to delivery, by talking to your customers. Let's us also Consider the points by Nicole Fallon on how customer service has changed, and how we can keep up with it.

Lecture 9 – How Customer Service has Changedvideo
Lecture 8 – Identifying Service Gapsvideo
Section 5 – Handling Hostile Customers

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.We will take a look at what happens when people feel threatened as suggested by Daniel Goleman in The Brain and Emotional Intelligence , We will also cover the strategies for managing hostile customers. 

Lecture 13 – The Story of Mr Pritchard and Marty’s Electricaldocument
Lecture 14 – 7 Rules for Compensating Your Customerdocument
Lecture 11 – What’s Going on in There?document
Lecture 12 – Strategies for Managing Hostile Customersvideo
Lecture 10 – Advice from Robert Bacalvideo
Section 6 – Congratulations! You now know how to Manage Customer Feedback

You made it! You now know how to manage your customer feedback. 

Lecture 15 – How to Manage Customer Feedbackvideo