Recorded Webinar: 10 Easy Ways to Improve Customer Satisfaction

In this webinar we looked at 10 simple and straightforward ways to improve Customer Satisfaction.

Some of these you should be able to deploy and see results within two weeks.

Agenda

• Introductions – Jonty Pearce, Call Centre Helper
• Morris Pentel – Customer Experience Foundation

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• Jonathan Kershaw – NewVoiceMedia

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Panel

• Morris Pentel – Customer Experience Foundation
• Jonathan Kershaw – NewVoiceMedia
• Chris Haggis – NewVoiceMedia
• Jonty Pearce – Call Centre Helper

Topics discussed

• Quick wins
• Incremental steps
• Identifying pinch points in the customer experience
• Empowering frontline agents
• Changing agent behaviour
• Setting the right expectations
• Recognising customer emotions
• Listening to the Voice of the Customer (VOC)
• Putting management in the shoes of the customer
• Reducing Customer Effort
• Technology to improve the customer experience
• Top Tips from the audience
• Winning tip – “Just ask one question: ‘how do you [customer] think it went today?” Thanks to Peter29

Original Webinar date: Tuesday 28th November 2017