Measuring Customer Satisfaction And NPS Edu Ppt
This set of slides contains the session on measuring customer satisfaction and net promoter score NPS. It covers the tools to collect customer feedback, such as website surveys, feedback widgets, link surveys, chat surveys, etc. It also includes key takeaways, discussion questions, and MCQs related to the topic.
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Slide 1
This slide showcases the multistep approach
to provide great customer service. The major steps highlighted are determine
how customer support will be delivered, identify which skills of customer
support needed to be groomed, develop a customer support plan and evaluate
customer support success.
Slide 2
This slide highlights the major tools to
provide customer support such as phone, messaging, email, self-service, social
media apps, and live chat.
Instructor’s Notes:
The tools that can be used to connect with
the customers are as follows:
· Phone:
This is the most widely used method to
interact with customers, as talking over the phone adds the human touch to the
conversation
· Messaging:
This method is also gaining popularity in
various forms such as direct text messaging or messaging apps (WhatsApp) as it
is a quick and easy way to resolve customer complaints
· Email:
This method is generally preferred to
interact with corporate clients to resolve complaints as it is the most formal
amongst all and can be used as a proof in case of any issue escalation
· Self-Service:
More and more customers are adopting this
approach to get instant resolution and avoid wait time
· Social
Media Apps: Many customers also use social media
platforms such as Twitter to seek customer service support
· Live
Chat: To provide 24*7 hours customer support,
live chat is the best option. It can be managed by humans or chatbots
Slide 3
This slide showcases the multiple skills
that must be developed in agents to provide better customer service. The key
skills highlighted are listen attentively to customers, patience, communicate
well, product/service knowledge, remain cool under pressure, understand
customers well, and positive language.
Instructor’s Notes:
· Listen
Attentively to Customers: Train customer service
agents to carefully listen to customers' problems to better understand the
issues and provide suitable solutions to resolve them immediately
· Patience:
Develop patience in the agents to calmly
deal with angry customers
· Communicate
Well: Ensure that agents can communicate
appropriately with the customers. It's the "secret sauce" for keeping
customers happy and satisfied
· Product/Service
Knowledge: To win customers' trust and confidence
and correctly resolve customer problems, an agent should have thorough
knowledge about the company's products and services
· Positive
Language: Train agents to use positive language while
communicating with customers, even if customers are using a harsh tone. It will
reflect that the agent is determined to resolve their issues
· Understand
Customers Well: Train agents to anticipate customers'
needs in advance within the first few seconds of communication to quickly
resolve problems
· Remain
Cool Under Pressure: A good customer support
agent handles pressure well when things get hectic to provide exceptional
customer support. Train them for the same
Slide 4
The purpose of this slide is to highlight
the multiple steps to develop a customer support plan. The major steps
discussed are devise a customer support vision, understand customer needs, hire
the right employees, define goals, train employees, hold employees accountable
and reward good performance.
Instructor’s Notes:
The major steps to prepare customer service
plan are as follows:
· Devise
a Customer Support Vision: Have a well-defined vision
for customer service and communicate it to the agents
· Understand
Customer Needs: Proactively find what customers want
by communicating with them and provide that to ensure maximum customer
satisfaction
· Hire
the Right Employees: Agents form the backbone
of the customer support department. So while hiring new employees, ensure they
have the correct skillset (impeccable communication, positive personality, and
empathetic attitude.)
· Well
Defined Goals: Once customer needs are understood,
and the right employees are hired, set measurable customer service goals for
teams to achieve
· Train
Employees: Have a continuous training program to
upskill agents to impart the best customer service
· Hold
Employees Accountable: Confront agents that fail
to demonstrate the appropriate behavior. Provide them the necessary support to
help them achieve their customer satisfaction goals
· Reward
Good Performance: Appreciate agents that are
delivering excellent customer support with monetary and nonmonetary benefits
Slide 5
This slide highlights the metrics to check
the performance of the customer service department. The major key performance
indicators are Customer Satisfaction Score (CSAT), Customer Effort Score (CES),
Net Promoter Score (NPS), First Response Time (FRT), Average Handle Time (AHT),
First Contact Resolution, and Customer Retention Rate.
Instructor’s Notes:
The major metrics to evaluate the customer
support success are:
·
Customer Satisfaction
Score (CSAT): CSAT score measures if the customers
are satisfied with the provided service or not. It can be measured using
regular numbers or using symbols such as stars and smiley faces
·
Customer Effort Score
(CES): CES measures how much effort customers had
to make to resolve the issue
·
Net Promoter Score (NPS): NPS
measures loyalty and the probability that a customer will recommend your
product to others
·
First Response Time (FRT):
FRT measures the time required by the
service agent to respond to a customer complaint. It should be as low as
possible
·
Average Handle Time (AHT):
AHT measures the average contact time spent
by a service agent with the customer to resolve their queries
·
First Contact Resolution: It
showcases the number of incoming service requests that are resolved within the
first interaction. Higher count reflects the efficiency of customer service
agent
·
Customer Retention Rate: It
highlights the percentage of existing customers who remain customers post
complaints also. The higher the rate, better it is for business
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