About This Chapter
Measuring & Improving Customer Satisfaction - Chapter Summary
Help your managers and team leaders learn to gauge your customers' needs then develop ways to meet those needs and improve satisfaction using quality service. Reviewing the short lessons in this chapter can teach them the following:
- The meaning of customer satisfaction
- How customer service and satisfaction are related
- The definition and types of customer service metrics
- Ways to interpret and improve customer service metrics
- Tips for using customer relationship management (CRM) to focus on customers
The lessons are short and engaging, presented by instructors with dynamic strategies your personnel can use to improve customer satisfaction. You can incorporate the lessons into your corporate training sessions or allow employees to watch them independently then test their knowledge with short quizzes.
How It Helps
- Strengthens relationships with customers: Your managers and team leaders can learn strategies to help employees develop stronger relationships with customers and improve satisfaction.
- Teaches how to measure results: The lessons explore types of customer service metrics and provide tips your employees can use to interpret and improve those metrics to measure the results of the company's service.
- Increases company profits: Gaining greater insight into CRM can help your personnel develop ways to make the business more customer-focused and profitable.
Watching the lessons in this chapter can ensure your managers and team leaders are able to:
- Define and provide examples of customer satisfaction
- Identify the different levels of customer service
- Explain the relationship between customer service and satisfaction
- Discuss the meaning of metrics and explain methods for measuring customer satisfaction
- Share the correlation between customer satisfaction and revenue
- Provide ways to interpret customer service metrics
- Describe how CRM helps organizations become more profitable
1. 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.
2. 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.
3. The Relationship Between Customer Satisfaction & Retention
Thriving businesses require two types of customers: first-time clients and returning customers. This lesson discusses how customer satisfaction and retention work together to build a strong client following for your business.
4. Customer Service Metrics: Definition & Types
In this lesson, we'll define customer service metrics and provide suggestions on how to set appropriate goals. We'll also discuss when to gather customer satisfaction data.
5. How to Interpret & Improve Customer Service Metrics
Every company now uses metrics to determine how they are doing in the customer's eyes. This lesson will discuss interpreting and improving customer service metrics.
6. Customer Relationship Management: Using CRM to Focus on Customers
Customer relationship management (CRM) is an enterprise business system that organizations utilize to acquire, enhance, and retain relationships with customers. This lesson explores how CRM helps organizations become more customer-focused and profitable by combining functional processes with business operations.
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