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IGTC01CS - Customer Service Managing Customer Feedback (EN)
01 - Introduction
01 - Managing customer service (0:51)
02 - 1. The Importance of Managing Customer Feedback
02 - Why managing customer feedback is so important (3:24)
01 - What is managing customer feedback (3:25)
03 - Establishing your goals (2:53)
04 - Avoiding pitfalls (3:11)
05 - Characteristics of an effective approach (3:16)
03 - 2. Managing Customer Feedback as It Happens
01 - Managing customer feedback in real time (3:17)
02 - Empowering individuals to act (2:19)
03 - Responding to positive or general feedback (2:58)
04 - Successfully handling negative feedback (3:13)
04 - 3. The Strategic Approach to Managing Customer Feedback
01 - A strategic framework for managing customer feedback (2:34)
02 - Sources of customer feedback (2:48)
03 - Collecting feedback (3:16)
04 - Analyzing input (3:36)
05 - Acting on feedback (2:39)
06 - Assessing results (3:06)
07 - Innovating and realigning (2:53)
05 - Conclusion
02 - Next steps (1:33)
01 - Establishing a supportive culture (2:54)
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Ex_Files_Customer_Service_Managing_Customer_Feedback
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01 - A strategic framework for managing customer feedback
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