Using Customer Surveys to Improve Service – Jeff Toister

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Customer surveys are rich sources of information and essential guides to areas where customer service teams can improve their focus. In this course, Jeff Toister provides step-by-step instructions for designing and implementing effective surveys and analyzing the results. He'll give you tips on increasing response rates, writing effective questions, and turning the data into actions that can improve service quality.

Topics include:

• Devise a survey goal.
• Select a delivery method for your survey.
• Interpret different types of survey questions.
• Compiling effective customer survey questions.
• Analyze survey data to gain insight into your business's service.
• Break down text analysis to provide insight into improving customer service.

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