Exploring the impact of customer service on customer satisfaction

Summary outline of the webinar

Managing the relationship with customers, as well as making them feel pleased and happy about your products or services have become crucial aspects for the success of any business, regardless of its profile.

In today’s fast changing business environment, customer satisfaction and loyalty provide competitive advantage, therefore differentiating you from your competitors. While there are many factors that positively contribute to increasing customer satisfaction, customer service is definitely a key aspect, worth analyzing in a more detailed manner.

This webinar aims to offer you some insights on how to improve your customers’ satisfaction through customer service.

Main topics covered

• Features of a customer service that generates customer satisfaction;
• Internal techniques to measure customer satisfaction;
• Customer experience and its impact upon the business perception;
• Positive and negative factors that influence customer satisfaction;
• Examples of Key Performance Indicators (KPIs) for measuring customer satisfaction.

Key Learning Points

• Review customer service related terminology;
• Differentiate between customer service, customer satisfaction and customer loyalty;
• Evaluate how customer service impacts customer satisfaction;
• Identify challenges in achieving excellent customer service;
• Learn how to measure customer satisfaction through Key Performance Indicators (KPIs);