-
Introduction 2
-
Introduction 04 minLecture1.1
-
Quiz 1 4 questionsQuiz1.1
-
-
Customer Service Representative(CSR) 2
-
Customer Service Representative 09 minLecture2.1
-
Quiz 1 5 questionsQuiz2.1
-
-
Customer Service Analysis 2
-
Terms in Customer Service analysis 08 minLecture3.1
-
Quiz 1 5 questionsQuiz3.1
-
-
Net Promoter Score 2
-
How to calculate Net Promoter Score 04 minLecture4.1
-
Quiz 1 5 questionsQuiz4.1
-
-
Telephone Etiquette 2
-
The right telephone etiquette 03 minLecture5.1
-
Quiz 1 4 questionsQuiz5.1
-
-
Troubleshooting and Escalation 2
-
Steps Involved in escalating issues 07 minLecture6.1
-
Quiz 1 4 questionsQuiz6.1
-
-
Customer Complaint Resolution 2
-
Conflict Resolution in customer service 05 minLecture7.1
-
Quiz 1 4 questionsQuiz7.1
-
-
Customer Service and Social Media 2
-
Customer Service and online community management with social media 05 minLecture8.1
-
Quiz 1 3 questionsQuiz8.1
-
-
Building your Niche and monetizing Customer Relationship Management 2
-
Closing curtains 06 minLecture9.1
-
Quiz 1 1 questionQuiz9.1
-
-
Customer Experience (CX) and Customer Feedback 2
-
Customer Experience, Satisfaction and Feedback 11 minLecture10.1
-
Quiz 1 5 questionsQuiz10.1
-
-
Customer Service 2
-
Customer Service 17 minLecture11.1
-
Quiz 1 6 questionsQuiz11.1
-
-
Real life Application: Zoho Desk 1
-
Hands-On Practical of CRM with Zoho Desk 27 minLecture12.1
-
This content is protected, please login and enroll course to view this content!
29 Comments
Please this video seems to be for telephone etiquette not net promoter calculation kindly look into it.
Thanks.
Good afternoon. I’ll look into it in a few minutes, thanks for the observation
Hi, good evening. I have looked into your observation to confirm. Unfortunately, i did not detect any error from my end. Please,kindly refresh the page. If it persists, do well to let me know.
Good morning. I’ll look into it.
Hi, NPS calculations given in the example has used passive respondent instead of detractors
i thought it should be ( Promoter 700/1210- detractors 205/1210)* 100
Ans:41 (favorable)
Kindly correct me if am wrong..
Good morning. Thank you for pointing out the error. I interchanged figures. It should be 205, not 300(that i used). You’re right with your observation and your answer.
Thanks for pointing it out i was also wondering.
Good morning. Thank you for pointing out the error. It should be *205* not 300
Good morning. It was a typo
it should be ( Promoter 700/1210- detractors 205/1210)* 100 Ans:41 (favorable). This is how it should be.
Approximately 41% for the NPS .
Right!
great
Well done
Yes, we didn’t particularly use the number of passives in the calculation. However, because there must be passives in an nps survey, the cumulative total of detractors, passives and promoters are necessary.
You are right, Millyscent. Thank you Fibs, it’s quite detailed
You’re welcome 😊
infact The lesson are very understandable
hello, I can’t access the videos
Hi, please try refreshing
Hi, please refresh the page.
Thank u. Well understood
Hi, please mark each lesson you take as complete
By marking it, it starts counting that you have take the lessons.
Please try refreshing the page
thanks
Thanks for this well detailed lesson Fibi.
Thanks for the lesson.. well detailed