From the course: Leading a Customer Service Team

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The voice of the customer

The voice of the customer

From the course: Leading a Customer Service Team

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The voice of the customer

- [narrator] When I was director of global customer care for a large retail organization, I managed the performance of seven outsourcing partners in five countries and 10 cities. My english as a second language representatives handle inbound sales and service calls. We actually thought we were doing a great job until we asked the customer. Once we began to measure customer satisfaction, we found our performance to be lacking. Customer expectations are constantly changing, advances in technology change internally and competition are just some of the factors that can quickly make your customer experience offering obsolete. So that's why it's important for you to create a systemic process of measuring customer satisfaction. So let me show you how this is done in practice. The first way is what I like to call the CSAT, NPS customer effort continuum. A great survey can measure many aspects of the customer experience. A…

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