Ch 1: Customer Satisfaction & Retention

About This Chapter

The success of a company is often predicated on how happy its customers are. You have a unique opportunity to further train your employees about customer satisfaction by having them go through this interactive chapter.

Customer Satisfaction & Retention - Chapter Summary

This chapter is categorized into sections that cover the components of customer satisfaction and retention. Your employees have the chance to review the following topics:

  • Types of customer service and its role in marketing
  • Overview of customer satisfaction
  • Importance of customer retention
  • Resolving complaints from customers
  • Keeping a positive attitude in customer service
  • Knowing products and services
  • Appreciating loyal customers

Use this chapter during a corporate training session or assign it to your employees to complete on their own. Your employees can quickly check their knowledge of these topics by taking advantage of the lesson quizzes. The quizzes also help you to assess their comprehension.

How It Helps

  • Focuses on positivity: Even if customers are complaining, these lessons help employees see the importance for remaining positive when providing customer service.
  • Keeps customers happy: After picking up helpful techniques, employees learn to make the right decisions to keep customers happy.
  • Promotes retention: These lessons can help employees to understand the importance of offering customer service Even after customers buy a product or use a service, so that the customers will want to come back in the future.

Skills Covered

After your employees go through this chapter, they will be able to:

  • Understand the importance of customer service and customer satisfaction
  • Describe why customer retention is important
  • Explain the importance of knowing the products, services and most importantly the customers
  • Describe the behaviors that create a positive attitude in customer service
  • Learn how to resolve customer issues in a calm, effective manner
  • Explain the steps for personalizing customer service
  • List options to show appreciation to loyal customers

9 Lessons in Chapter 1: Customer Satisfaction & Retention
Test your knowledge with a 30-question chapter practice test
What Is Customer Service? - Definition, Types & Role in Marketing

1. What Is Customer Service? - Definition, Types & Role in Marketing

Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met.

What is Customer Satisfaction? - Definition & Examples

2. What is Customer Satisfaction? - Definition & Examples

Customer satisfaction is essential for business success in today's marketplace. In this lesson, you'll learn what customer satisfaction is and be provided some examples. A short quiz follows the lesson.

Case Study: Costco Wholesale's Customer Satisfaction

3. Case Study: Costco Wholesale's Customer Satisfaction

Wholesale giant Costco has often been an industry leader or innovator in customer satisfaction. This case study will examine some of the strategies used by the company to improve and maintain high-levels of customer satisfaction.

Customer Retention: Definition & Importance

4. Customer Retention: Definition & Importance

In order to stay profitable, you want to keep your customers coming back. This means you need to retain their business. This lesson describes the important link between customer satisfaction and customer retention.

The Importance of Knowing Your Products & Services

5. The Importance of Knowing Your Products & Services

This lesson describes the importance of knowing your products and services. It also explains the value that knowing your products and services can add to the customer experience.

Maintaining a Positive Attitude in Customer Service

6. Maintaining a Positive Attitude in Customer Service

Customer service can profoundly affect the customer experience. This lesson discusses the importance of having a positive outlook while working in customer service. It includes information on setting the tone of an interaction, building strong customer relationships, and working to maintain an authentic demeanor.

How to Personalize Customer Service

7. How to Personalize Customer Service

This lesson will review basic social interactions, body language, and utilization of empathy with customers. The lesson will also discuss providing customer service that is personalized.

Resolving Customer Service Complaints

8. Resolving Customer Service Complaints

Turn your complaining customers into raving fans! Use the examples, suggestions, and steps in this lesson to create a plan to resolve customer service complaints.

Showing Appreciation to Loyal Customers

9. Showing Appreciation to Loyal Customers

Keeping your customers happy and having them return again and again is one of the greatest challenges (and opportunities) of a business. This lesson offers some suggestions to show appreciation to loyal customers.

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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Other Chapters

Other chapters within the Qualities of Good Customer Service course

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