Course Outline & Modules

Module 1: Customer Feedback Data Collection

• Understanding who your customers are — internal and external — and why service culture matters
• Choosing the right feedback channels: surveys, focus groups, feedback forms, and everyday interactions
• Planning and executing data collection — practical tips, ethics, and real-time feedback capture

Module 2: Customer Feedback Analysis

• Using digital tools and methods to organize and interpret feedback data
• Identifying themes, trends, and pain points — and prioritizing what matters most
• Translating raw feedback into clear customer needs and service gaps

Module 3: From Feedback to Improvement & Communication

• Mastering the 6 Cs of communication — clarity, conciseness, correctness, completeness, consideration, active listening
• Designing improvement actions: quicker response times, consistent service, jargon-free language, better follow-up
• Sustaining improvements and aligning team culture with customer expectations

What Past Participants Say

“The feedback collection techniques taught made our service review process easier and more meaningful. We implemented changes immediately.” — Service Manager, Banking Sector

“I never knew feedback channels could reveal so much. The trainer’s examples and communication tips helped me reframe how we serve clients daily.” — Supervisor, Retail Operations

“This is the most practical one-day course I’ve attended. Clear, actionable, and directly applicable to our work.” — HR Executive, Manufacturing