Customer Experience Centre of Excellence

Module 5: Customer Feedback Process

“What you don't know will hurt you”

More often than we care to admit or know, customers will select and switch to an alternative vendor or service provider without notice. Why? Because we failed to ask for or ignored feedback.

This coaching and consulting module directs the focus of those responsible for customer service, may it be the management, delivery or even the analysis, to the process steps and attributes required to properly and effectively request, receive, acknowledge, process, and act on customer feedback .

This module is structured in two phases with a two weeks gap in between.

Phase 1: Duration 4 consecutive days (8 hours per day)
w The characteristics of the customer feedback lifecycle
w The Customer Feedback Process
w Establishing customer feedback contact points


Phase 2: Duration 1 day (8 hours)
w A quick refresher of Phase 1 with Q&A
w A review of the Customer Feedback Process audit report prepared by the team in the preceding two weeks since completing Phase 1
w Recommendations for moving forward in preparing the organization for establishing the Customer Feedback Process

Pricing: $4995 (plus applicable taxes). Included in this price:
w Consultant led sessions for Phases 1 and 2 for up to 8 team members
w Workshop workbook for each team member
w Customer Feedback Process audit checklist and report templates to be completed by the team for Phase 2
w List of recommendations for establishing the ideal customer feedback process

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