Customer Service & NPS
No. of mini-lessons4
No. of mini-lessons 4
Resources Takeaway Tasks
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. Your customer service mnagers can then use the calculated figure to measure whether your teams are doing a good job or not. This course will give them an introduction.
The key characteristics of the NPS method
How net promoter scores are calculated
How NPS can be used as a KPI
6 key strategies to improve your NPS
Why your teams need this course
In this course your customer service managers will 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.
Accredited by CPD
TalentLibrary is recognized as reaching the standards and benchmarks required by the Continuing Professional Development (CPD) Certification Service.
The CPD Certification Service is the world’s leading and largest independent accreditation organization for professional development courses across all industry sectors.
Other courses in this collection
Understanding Customer Types (Personas)
Train your customer service teams and managers on customer personas. Show them how to use personas to improve customer service.
Anticipating Customers’ Needs
Train your customer service teams on why anticipating customers’ needs is important. Help them learn to identify customers’ needs.