Customer Service : Giving Feedback

Customer Service Client compliments, complaints or feedback, be they encouraging or discouraging, are always a good means of collecting business data and information. Every business faces various levels of client satisfaction at different phases of the business cycle while selling products and services. With the passage of time, even the best items and services encounter problems. It is crucial to gather feedback from customers to improve the quality and to evaluate the CRM effectiveness.

Client feedback arrives from a developing number of channels, including individuals, telephone, remark cards, overviews, email, online, social communication, cellphones and many more.

Moreover, various people and departments inside the organisation gather clients’ feedback in a variety of formats; for example, online marketing surveys can be conducted, focus group can provide product improvement data, and client feedback from helplines can be conducted through the contact centre. Effective customer feedback administration can lead to better customer devotion and satisfaction with increased loyalty.

This insightful unit offers a complete introduction to feedback and its essentials including an in-depth look at the definition of feedback. It also explains the use of descriptive language in delivering feedback, along with its purpose and significance.

Several key topics such as basic skills, questioning skills, third-person questions, open-ended questions and closed questions are also covered in depth.

On completion of this unit, learners will be able to understand the probing techniques and qualities of a good voice. They will discover how to apply a framework for providing formal or informal feedback.

Feedback and Its Essentials

Objectives:

After completing this course learners will be able to:

• Explain why feedback is essential
• Apply a framework for providing formal or informal feedback
• Use descriptive language in delivering feedback

Program Content:

Lesson(s):

Introduction to Feedback and its Essentials

Topics:

• Feedback Definitions
• Basic Skills
• Questioning Skills
• Open-Ended Questions
• Closed Questions
• Third-Person Questions
• Probing Techniques
• Qualities of a Good Voice

This is a stand-alone course and it assumes no prior knowledge.

*Note: This is an independent unit not a complete course so does not equalize to a course. This will give you 10 CPD points to add on your CV. At the end of the unit, you can claim CPD Accredited unit by paying £35 accreditation fee and postal charges (£9 for UK students, £15 for outside UK).

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