Ch 1: Understanding Customer Service & Retention

About This Chapter

The goal of quality customer service is to ensure customers are always satisfied and interested in purchasing your products or services. This chapter can help your employees understand customer service and learn how and why it contributes to customer retention.

Understanding Customer Service & Retention - Chapter Summary

Your employees can watch the engaging video lessons in this chapter to get a better understanding of customer service and examine the steps necessary to increase customer retention. Employees will learn the following:

  • How customer satisfaction relates to retention
  • Why retaining customers is easier than acquiring new ones
  • Ways to measure customer satisfaction to improve retention
  • Using customer relationship management (CRM) systems to focus on customers

The video lessons examine steps your employees can take to ensure your customers are always satisfied and willing to continuously support your business. After completing each lesson, employees can take the self-assessment quizzes to test their comprehension of the materials. If you have any questions about this chapter, our instructors are available to help.

How It Helps

  • Improves customer relations: As your employees learn the value of quality customer service, your relationships with those customers will strengthen, increasing the odds that many will return to support your company.
  • Creates dedicated workers: Training your employees on customer retention gets them more involved in your overarching mission, which helps them become more dedicated to their jobs.
  • Increases profits: The lessons offer solutions for customer satisfaction and retention that can help improve business operations and increase profits.

Skills Covered

By the end of this chapter, employees will have the knowledge and skills to:

  • Explain how satisfying a customer increases your likelihood of retention
  • Detail how a satisfied customer becomes a long-term customer
  • Describe the importance of and identify methods for measuring customer satisfaction
  • Outline how CRM helps organizations 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

Earning College Credit

Did you know… We have over 200 college courses that prepare you to earn credit by exam that is accepted by over 1,500 colleges and universities. You can test out of the first two years of college and save thousands off your degree. Anyone can earn credit-by-exam regardless of age or education level.

To learn more, visit our Earning Credit Page

Transferring credit to the school of your choice

Not sure what college you want to attend yet? has thousands of articles about every imaginable degree, area of study and career path that can help you find the school that's right for you.

Other Chapters

Other chapters within the Improving Customer Satisfaction & Retention course