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Ch 3: Call Center Customer Satisfaction

About This Chapter

Being able to anticipate a customer's needs is one of the things that can help your company's call center be successful. This chapter can be used to help train your employees on call center customer service satisfaction.

Call Center Customer Satisfaction - Chapter Summary

Your call center employees can learn the components and indicators of call center customer satisfaction through these brief lessons and quizzes. Use these engaging lessons to help your employees understand:

  • What customer satisfaction is
  • Major factors that contribute to customer satisfaction
  • How to understand what a customer needs
  • Ways to predict what a customer needs

View the lessons during a training session or assign them to employees to view on their own time. The included quizzes can be used to assess their understanding of these call center customer service topics.

How It Helps

  • Promotes listening: By using active listening skills, call center employees will be able to understand the needs of their customers.
  • Highlights main points: Because this chapter covers the factors of customer satisfaction, supervisors can create a checklist to assist call center employees.
  • Breaks down customer service: Call center employees' understanding of the definition of customer satisfaction will enable them to put successful practices into play.

Skills Covered

By the end of this chapter, your call center employees should be able to do the following:

  • Understand the definition of customer satisfaction
  • Consider the factors essential to call center customer service satisfaction while taking calls
  • Identify customers' needs and wants when talking to them
  • Anticipate a customer's needs at the beginning of a call

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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