Course curriculum

    1. Factors that Influence Customer Service: Introduction

    2. What is your Customer Service Rating?

    3. What will we cover?

    1. What is Customer Satisfaction?

    2. Poor vs Great Customer Service (Example)

    3. Your Follow Through

    4. How Can You Measure Customer Satisfaction?

    5. Your Measures

    1. What Factors Influence Customer Satisfaction?

    2. Which Factors?

    3. Good vs bad Customer Service

    4. Your Thoughts

    1. 12 Customer Satisfaction Metrics You Should Be Monitoring

    2. What are customer satisfaction metrics?

    3. Customer Satisfaction Metrics

    4. Customer Satisfaction Metrics - How to improve

    5. Abandonment Rate

    6. First Contact Resolution

    7. First Response Time

    8. Ticket Resolution Time

    9. Average Ticket Time

    10. Customer Retention Rate

    11. Customer Churn Rate

    12. Customer Lifetime Value

    13. Test Your Knowledge

    1. Customer Service Performance Metrics

    2. Your Opinion

    1. How to Improve Customer Satisfaction

    2. Assignment

About this course

  • $30.00
  • 32 lessons
  • 0.5 hours of video content

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