Customer Service Foundations

with Jeff Toister

Customer Feedback Worksheet

This worksheet can help you use customer feedback to identify the customers’ pain points
and find solutions to problems.

Sources of Feedback
• Customer service surveys

• Third-party review sites (example: Yelp)

• Direct feedback from customers

My feedback sources:

1) Follow-up mails to the trader to ask if the problem is resolved or inform them of the new timeline. I also
ask if they are comfortable with the service.
2) Right after the consultation, I asked the customers if they liked the support I gave them.
3) I also ask them if they have a suggestion so they feel like they are not just a customer but a part of the
machine.
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Customer Service Foundations

with Jeff Toister

Pain Points and Solutions

Review the feedback sources to identify the top two or three things customers complain about (that is,
pain points) and try to find solutions to each one.
Pain Point Solutions

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