Soliciting and Responding to Customer Feedback

Customer feedback whether it be good or bad represents an incredible opportunity for improvement. This course guides you on how to ensure you receive customer feedback and how to leverage it… 

Course Description:


A customer has just finished relating the negative experience they had with an interaction with your field service team. What now? Do you react defensively—or thank them for their candor? Either way, what do you say? 


In this course, you’ll learn why customer feedback is important and how to solicit it effectively. Then, you’ll explore ways to respond to positive, neutral, and negative feedback so that you can use the information you get to make changes for the better.


In this course we will cover: 


  • Why Customer Feedback Is Valuable
  • How to Solicit Useful Feedback
  • How to Respond to Different Types of Feedback
  • Sample Responses to Customer Feedback

As an FSN Service Leadership course you can expect...

Picture of Your Course Leader: Kris Oldland

Your Course Leader: Kris Oldland

In his role as Editor-in-Chief, Kris speaks to senior service leaders, leading industry focused academics and key solution providers every day and distills the insights he gleans from these discussions into the industry-leading content available on Field Service News.


Prior to his career in publishing Kris was a Quality Service Manager for one of the world’s most iconic hospitality brands and has also developed extensive knowledge in sales, marketing and management across an impressive and varied career working across multiple sectors alongside some of the world’s leading organisations.


This course includes:

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