DESCRIPTION: COPC's Customer Satisfaction and Dissatisfaction course can be taken as a part of our COPC Management Series Online Training and will teach how to measure and manage the customer experience effectively. The course is approximately two hours and does not involve an exam.

Can be taken as part of the COPC® Management Series Online Training. Customer satisfaction is a measure of how products or services supplied by an organization meet or surpass customer expectations. This metric is seen as a key performance indicator within contact center operations and is often part of a balanced scorecard. This class will give you a solid understanding of how customer satisfaction is measured and managed. You will learn about key driver surveys and how customer satisfaction links to quality, transaction monitoring, and overall performance on service, quality, costs and profitability. Participants Will Learn:
  • How to measure and manage customer satisfaction and dissatisfaction
  • COPC high performing benchmarks for Top Box, Top Two Box and Bottom Box
  • COPC best practices for implementing customer satisfaction survey and analysis for continuous improvement
  • How and why key driver analysis is linked to quality, transaction monitoring and overall performance on service, quality, costs and profitability
  • The difference between satisfiers and dissatisfiers and the top 6 typical drivers of customer satisfaction and dissatisfaction
  • An overview of Net Promoter® Score
Class Logistics:
  • Duration: Approximately 2 hours
  • Knowledge Checkpoints
  • No Exam

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