Managing Customer Feedback – as It Happens

An important aspect of building customer relationships is managing customer feedback. This includes both short- and long-term objectives: it involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring problems and opportunities.

In a past issue of The Edge of Service® Newsletter, I look at what it takes to manage customer feedback as it happens. There are five important steps.

  1. Identify feedback
  2. Identify and train employees who will be involved
  3. Establish supporting technology
  4. Forecast and plan the workload
  5. Adjust and improve

Read more about these five steps.