Ch 1: The Importance of Customer Satisfaction

About This Chapter

Ensuring customers are pleased with your company can lead to loyalty and increased profits. In this chapter, your employees can learn about the importance of customer satisfaction by watching short and engaging video lessons.

The Importance of Customer Satisfaction - Chapter Summary

Customer satisfaction requires developing and maintaining a positive relationship with your base. The lessons in this chapter can help your employees better understand what creates a satisfied customer. They will learn the following:

  • How customer satisfaction is defined
  • The relationship between customer satisfaction and customer service
  • Why satisfied customers are easier to retain
  • The meaning and use of customer relationship management (CRM)

Your employees can watch the videos during your corporate training sessions, or individually on their computers, smartphones or tablets. You can have them watch all the videos in sequence, or focus on specific lessons based on your training goals. Quizzes are available to assess their comprehension of the lessons.

How It Helps

  • Build awareness: This chapter provides an overview of customer satisfaction that can give your employees greater awareness of its importance to your company's success.
  • Shifts focus to customers: The lessons can help your company successfully shift its focus to the needs of your customers, which can boost satisfaction and result in higher profits.
  • Enhances business operations: Becoming more customer-focused requires making positive adjustments that can improve your overall business operations.

Skills Covered

Upon completion of this chapter, your employees will be able to:

  • Explain why customer satisfaction is essential for business success
  • Share the relationship between customer service and satisfaction, as well as the different levels of customer service
  • Describe the relationship between customer service and retention, and outline the ways in which satisfaction can lead to a continued revenue stream
  • Define CRM and explain how it helps companies become more customer-focused and profitable

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 Measuring Customer Satisfaction course

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