CSAT Customer Satisfaction Training Objectives What is CSAT

C-SAT Customer Satisfaction

Training Objectives What is C-SAT? Why is it important? How CSAT is measured? Using CSAT to improve experience Contacting Customers Feedback. dishd 2 h. com Organization Target

What 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 customers CSAT 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.

Let understand how to Use CSAT to Improve Your Call Center Customer Experience We 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 resolutions • Remember the customer

Dish TV Process (LOBs) Outbound Inbound Prospective (Sales) Backend

Parameters on which C-SAT is mapped for CCEs How to Handle Customer Complaints? ü Stay calm. ü Listen well. ü Acknowledge the problem. ü Get the facts. ü Offer a solution Want is courtesy in the call center? ü Telephone manners ü Smile - the caller can hear it in your voice. ü Refrain from interrupting. ü Be professional and respectful ü steam. . Acknowledge the problem. . Get the facts. . Offer a solution. Customer Complaint Resolution CCE Understanding Politeness & Courtesy

CONTACTING CUSTOMERS How a customer is contacted for the Survey? 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 Dear Subscriber, Click https: //feedback. dishd 2 h. com/survey? q=YSir. Eb. SLASHZNz. Zs. BRg 3 z 7 X 3 otu. QFC 875 Rhm to share your. Day 1 experience of calling Dish TV.

CEM –Customer Experience Management v Option to select the language Post clicking on the shared link, Customer would be asked to select the preferred language, in which customer wants to share the feedback. Available Language: HINDI, ENGLISH

CEM – Feedback. dishd 2 h. com How 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 EMOJI sign, as shown below. Here, 5 means excellent and 1 means Poor

CEM – Feedback. dishd 2 h. com If 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. ” On selecting “YES” we will ask the customer to share their Contact number & Email ID of reference.

CEM – Feedback. dishd 2 h. com While 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. dishd 2 h. com On 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.

CEM – Feedback. dishd 2 h. com Post submitting the feedback against each question, customer would be asked to share suggestion/feedback, 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 - HINDI v If the experience is Bad (Hindi)

CEM – FEEDBACK - HINDI to Enter Mobile v Hindi Language options Number & Email along with any suggestion, if any

v English language options to Enter Mobile Number & Email along with any suggestion, if any

Measuring Performance A 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? ü TOP 2 : >55% Minimum need to achieve ü BOTTOM 2 : <25% need to achieve ü CSAT : Top 2 – Bottom 2

What are some best practices for CSAT? Educate… Encourage Additional feedback Right Actions Re-phrase Acknowled gment

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