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in this video we are going to talk about customer satisfaction as a metric I [Music] didn't need your welcome back to my channel this is Freya once again and you are watching Cassandra ninja I share real stories and tips to help you begin and join survive your call center lifestyle so if you're new here please consider subscribing by clicking the red subscribe button down below and if you have already subscribed thank you so much I receive some requests on the comments section about this type of video they want me to share my experience about different metrics in the call centers so I am sharing this with you right now so everybody would get a couple of tips or some ideas and how to go about each metric and for this first understanding metrics episode we are going to talk about customer satisfaction so customer satisfaction is the measure of how satisfied your customer is with the service you provided and since you are taking calls and you're doing this over the phone that it's customer satisfaction over the phone there can be a lot of variations for this but a lot of call centers call it C SAP or customer satisfaction so it depends on whatever tool your Center uses as to when you will receive the survey or when the customer gets to answer the survey or the CSAT survey for some call centers you will get the survey result right after your call for some it may take days because it's through email or it's through a text or voice message or voice mails so in my experience all our calls were recorded and we wouldn't exactly know whether we will have a CSAT survey or not so we to do a vest in each fall that we had our customers would get to answer the survey right after the call if they chose to answer the survey and if they did answer the survey we the agents would know right away if we had AC set survey and it would just be after a few seconds or so so again not all costs have cset surveys so it was very random and if you really did your best in that call then the customer would most like me give a survey if you provided a terrible service and the customer would also like me give you a CSAT survey but probably ain't feeling score so that was my experience back then although customer satisfaction should actually be the same all throughout the entire company somehow you know when you think about it customer satisfaction rating or the survey that would be given to you is mainly subjective because it would depend or it will depend on how the customer will rate you ideally if you did well if you provided the best or excellent service then of course your customer will give you a high customer satisfaction rating but if you provided a terrible service then your customer will likely give you a failing survey or a tea set satisfaction survey but then again there are also times that even though you did your best you followed all the procedures you thought that you have provided excellent customer service but then the customer still did not feel that on her end the customer probably felt that you did not give your all you will still be given a low score or a so-so rating if the customer wants to give you that kind of rating on the other hand even though you felt that you provided a terrible service and even though he did not follow the procedure and a customer technically doesn't know that but the customer just feels like giving you a high score or feels like you did your best then the customer can give you a high rating or higher customer satisfaction surveys so in most cases you don't really get to control the score but you can do something about it or you can do something to make sure that you get a perfect C set all the time if not most of the time of course when you are assisting a customer over the phone you will have to focus on the overall customer experience and everything that you can do to resolve the customers concern and not just that but also the way you speak with a customer your tone of voice if you empathize for you polite were you raising your voice for you man or were you also irate were you an IRA agent when the customer is an irate customer so it also affects the entire customer experience there's one thing that you should not forget that you should always remember and that is how to compute your customer satisfaction rating and as early as training for sure your trainer will tell you how you are rated based on C sad or customer satisfaction like my experience we were rated based on three factors I already forgot what those factors were but just three for example politeness your ability to resolve the concern or the the overall experience or entire customer experience so the customer had to rid us five for each factor or each category and it will be averaged and that would be our final C set score so if I am the agent and I know how to compute the C set score and I know exactly what the factors are that will affect the customers rating for C sad that I can't at least control my C set score or if something will go wrong I know that I can dispute my score if possible in some cases you will probably have five factors politeness be able to resolve the issue we're able to empathize were you friendly or were you accommodating and the overall customer experience so it depends on the consent or it depends on your account probably they're also accounts don't have those categories or factors and they just rate the customer experience based on the overall call so it's probably just five or one it's probably just a hundred or zero so it depends now it's your job as a customer service specialist to understand how you are rated based on customer satisfaction surveys so if you know that then you know what to focus on if the categories are for example politeness or were you friendly and accommodating and overall experience then you should know that you should be polite the entire time and you should be friendly or accommodating the entire time and you should be giving a great customer satisfaction or customer experience the entire time if you notice there are several factors that might not be included in the categories for customer satisfaction surveys so again there are still a lot of room for errors and in some cases you know depending on the guidance of your account your score might not be disputed if you get anything a survey or a failing score so in that case just do your best to hit all the categories or all the criteria for judging for you to get a perfect C set or customer satisfaction rating now you also have to remember the most common things that customers do not like and when they experience these things during the call they will like to give you a low C sad or customer satisfaction number one customers do not like waiting for too long there's too much dead air fillers there's too much awkward silence during the call customer will like me feel that it's not a great customer experience because that shows that you probably don't know what you are doing because it's taking you too long to resolve the concern and number two agent who does not really resolve the call obviously the customer is calling to resolve a concern or an issue so if you ended up not resolving the call at all whether or not it's your fault whether or not it's a policy or procedure thing then you might get a low satisfaction rating in which case you can dispute if it's a policy thing or procedure thing but then again it still depends on the guidelines of your accounts number three if you always place a customer and hold for the entire call our entire experience likely get a low satisfaction rating number four if you are rude or you are condescending you're sarcastic that's a surefire way for you to get a failing score so always be polite from me and accommodating even though the customer is unreasonable or even though the customer is having a bad day and she or he is taking it all out on you and number five sometimes the disappointment of the customer towards the company not necessarily to you personally can also be taken against you at the end of the call even though it's not really part of the questions for the CSAT or customer satisfaction survey sometimes the customer just wants to take it all out on you and unfortunately you're the agent and even if the customer doesn't really have anything against you customer just wants the company to know what a disappointment the experience is or was then if my still be taken against you so you might still get a human satisfaction rating I know sometimes you can't control it but consider asking your supervisor for a dispute if it's possible wait there's more number six if you are beating around the bush not winning explanations you are not direct to the point then the customer doesn't like that because now you're just wasting the customer's time you're just repeating the explanation all throughout the call but you're not getting to the point and lastly number seven it's a customer feels like you do not understand what he or she is trying to tell you like if you're asking irrelevant questions or questions are not related to the concern and so that's about it for today thank you so much for watching if you like this content please don't forget to Like subscribe if you haven't and remember I have videos every Wednesday in Friday's on my next video I will talk about another metric so see you on the next video take care again [Music]