Global Certificate in Customer Service Feedback Analysis Techniques
-- viewing nowThe Global Certificate in Customer Service Feedback Analysis Techniques is a comprehensive course designed to equip learners with essential skills for analyzing customer service feedback and driving business growth. This course highlights the importance of customer service feedback analysis in today's service-oriented industries.
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Course Details
• Customer Feedback Analysis: Understanding the basics of analyzing customer feedback to improve service quality.
• Data Collection Techniques: Identifying various methods to gather customer feedback, such as surveys, social media, and customer service interactions.
• Data Interpretation: Translating raw data into meaningful insights to drive business decisions.
• Sentiment Analysis: Recognizing and categorizing emotions expressed in customer feedback to better understand customer needs and wants.
• Text Analytics: Extracting valuable information from unstructured text data, including customer feedback.
• Customer Experience Metrics: Familiarizing with key performance indicators (KPIs) in customer service, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
• Root Cause Analysis: Identifying underlying issues that contribute to customer feedback trends.
• Action Planning: Developing strategies and plans to address customer feedback and improve service quality.
• Continuous Improvement: Implementing a cycle of regular feedback analysis and service improvement.
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