Driving Customer Satisfaction Through Meaningful Conversations
In this month’s Best Practice Forum, we will explore how to improve overall customer satisfaction (CSAT) by focusing on the quality and impact of customer conversations. Since the introduction of the Overall Satisfaction question into Channel CX surveys by Lloyds Banking in October 2023, it has become a key measure for understanding the customer experience following a call. This forum will delve into the core elements that shape these interactions and examine how teams can elevate every touchpoint to ensure customers feel heard, valued, and understood.
We’ll take a closer look at best practices and cover key themes like empathy, clarity, and personalisation. In addition, we’ll explore how to ensure service consistency and build trust, even when navigating complex or sensitive queries such as payment security.
Key discussion questions include:
- How can we create a brilliant first impression that sets a positive tone for the entire customer interaction?
- What are the most effective ways to demonstrate empathy and acknowledge the customer’s experience during a call?
- How can we clearly position next steps, signpost actions, and maintain transparency when asking necessary questions?
- What strategies can we use to avoid sounding overly process-driven and instead have more natural, reassuring conversations?
- How can we ensure consistency in service delivery across all teams and touchpoints?
- What role does personalisation play in enhancing CSAT, and how can we equip colleagues to leave a lasting positive impression?
To register your interest please use the REGISTER button above.