Step 2: Pinpoint customers’ priorities

Get prepared to take the lesson:

Following are the resources to help you learn and apply Step 2 with your teams. Download them prior to watching the lesson video:

1. The slides for Step 2 to follow along and take your own notes.
2. 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.
3. 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
4. The customer priority quadrants template in Excel 2010 and Excel 97-2003 formats
5. 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.
6. The transcript, if you prefer to read or also follow along as you watch the video.

Watch the lesson:

The video may take a few moments to start downloading before it plays in the media player below. This lesson is 46:11 long.

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