Backend Training Objectives What is CSAT Why is it important How CSAT is measured Using CSAT to improve experience Contacting Customers Feedbackdishd2hcom Organization ID: 920428
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Slide1
C-SAT Customer Satisfaction - Backend
Slide2Training Objectives
What is
C-SAT?
Why
is it
important?
How CSAT is
measured?
Using CSAT to improve experience
Contacting
Customers
Feedback.dishd2h.com
Organization
Target
Slide3What is CSAT?CSAT is an overall score that indicates how satisfied a customer is with the product and interaction with the company. CSAT will help to gauge quality of services offered. The most important asset of any organization is its customersCSAT
typically comes in the form of a survey communicated through some channel to the customer like
message, email, phone, etc
…
Why it is
important?
Customer satisfaction is one of the measurement tool of successful business with happy & satisfied customer base. A satisfied customer not only stay connected with the business but also enhance the business with positive feedback in the marketplace. Remember word of mouth is one of the biggest source of marketing.
How is CSAT measured?
The CSAT is measured by taking customer/subscriber feedback which is also termed as VOC (Voice of Customer). CSAT is measured on one or more questions that usually appears at the end of a customer's journey.
Slide4Let understand how to Use CSAT to Improve Your Call Center Customer ExperienceWe need to understand the basic need of the customer from a service delivery stand point & hence this becomes very important for us to remain updated with the services, product & process available with us in order to serve our customers to their best of satisfaction
Treat
Customer like you would want to be Treated. Display Glad to help attitude.
Listen and understand
customer’s
needs.
Personalize the call
Always refer the
case history and complaints
.Speedier
resolutionsRemember the customer
Slide5Dish TV/d2h Process (LOBs)
Slide6Parameters on which C-SAT is mapped for
CCEs
How
to Handle Customer
Complaints?
Stay
calm.
Listen
well.Acknowledge
the problem.
Get the facts. Offer a solution
Want is courtesy in the call center? Telephone
manners Smile - the caller can hear it in your voice.Refrain from interrupting.
Be professional and respectfulsteam. ...Acknowledge the problem. ...Get the facts. ...Offer a solution.
Slide7CONTACTING CUSTOMERSHow a customer is contacted for the Survey?Day 1Dear Subscriber, Click https://feedback.dishd2h.com/survey?q=YSirEbSLASHZNzZsBRg3z7X3otuQFC875Rhm
to
share your experience of calling
Dish TV
.
Customer will get a bit link on his registered mobile number, post customer contacts the call centre. Once he clicks on the link which is shown below, will get the pop–up to rate the recent experience with DISHTV Call
centre
Slide8CEM – Feedback.dishd2h.comHow was your recent experience with DISH TV call centre ?Basis on the experience, customer can rate Excellent, Very Good, Average,Poor,Very Poor by clicking on the Star Signs as shown below. Here, 5 means excellent and 1 means Poor
Slide9If customer selects 4 & 5 which means Excellent/Very Good on Web page, then we will asks the customer “If he would like to recommend DISHTV connection to your friend, relatives or colleagues.” CEM – Feedback.dishd2h.com
Slide10While recommendation, If customer Selects “No” then we would request customer to suggest how Dish TV can serve them better. Customer can write their feedback/remarks for further suggestions in the given box below and select Finish.
CEM – Feedback.dishd2h.com
Slide11On the other hand, If customer
selects Average, Poor or Very Poor which means 3/2/1,
then we will ask
to rate the following questions as given in the next slide. Please refer the next slide for more clarity.
CEM – Feedback.dishd2h.com
Slide12Customer will get 5 sets of questions as listed below. If customer rates less, then he will get the choice to share the feedback/remarks in what went wrong section.CEM – Feedback.dishd2h.com
Slide13Measuring PerformanceA single survey question typically determines overall experience with the call center Answer choices are graded on a scale, usually from 1-5, where 1 represents very unsatisfied and 5 represents very satisfied
Once customers respond, here is how you measure your score:
(Number of satisfied customers (4 and 5) / Number of survey responses) x 100 = % of satisfied customer
Number of dissatisfied customers (1 and 2) / Number of survey responses) x 100 = % of dis satisfied customer
What are goals and Target of CSAT?
TOP 2 : >60% Minimum need to achieve
BOTTOM 2 : <20% need to achieve
CSAT : Top 2 – Bottom 2
Slide14What are some best practices for CSAT?
Slide15Thank You