Customer Service and NPS
Price:
$2.50
Description:
Customer service is all about understanding and fulfilling customer needs. But what if you’re unsure of what the customer actually wants? Customers who don’t feel listened to are less likely to recommend your products or services and could even turn to your competitors. That’s why gaining insight into customer satisfaction is important. Using NPS, or a net promoter score, is a simple way of measuring customer satisfaction. Customer responses from a straightforward 2-minute survey feed into an NPS formula. You can then use the calculated figure to measure whether you’re doing a good job or not. This course will give you an introduction. <b>By the end of this course, you’ll be able to:</b> • Identify the key characteristics of the NPS method • Explain how net promoter scores are calculated • Recognize how NPS can be used as a KPI • Implement 6 key strategies to improve your NPS <b>Why take this course?</b> From leaders to reps and agents, everyone who works in customer service wants to understand and satisfy their customers. Implementing NPS as part of your customer service strategy can help you do this. In this course you’ll learn about the key characteristics of the NPS method, how scores are calculated, how NPS can be used as a KPI, and some strategies to improve your NPS. 10 mins | SCORM | Takeaway Tasks