Get prepared to take the lesson:
Following are the resources to help you get started. Download them prior to watching the lesson video:
- The slides for Step 2 to follow along and take your own notes.
- To create word clouds as a method of analysing large quantities of existing customer comment data to derive service attributes, try Tagxedo, a free online word cloud tool.
- The customer questionnaire template in Word 2010 and Word 97-2003 formats which you can adapt to measure importance and satisfaction of your team’s customer service attributes
- The customer priority quadrants template in Excel 2010 and Excel 97-2003 formats
- The free Excel plug-in to work with the customer priority quadrants, that will enable you to add the service attributes as data labels to the graph.
- The transcript, if you prefer to read or also follow along as you watch the video.