CSMA provides scripts to turn existing support people into customer service managers to deal with most of the major problems that result in low CSI scores some of which you can see in the following pages. No real training is required; the scripts are also training tools. Good customer service managers soon abandon them as no longer necessary. AI can help but is not necessary as customer service management is part of a real person's job description.
What customer satisfaction managers have done.
Let Salespeople Sell
Good Salespeople find buyers, close and move on. Customer satisfaction managers let the guest enjoy the adventure.
Save the franchise
Third from the bottom in CSI makes the manufacturer unhappy. Getting near the top in 4 months stops the heat.
Save the job
A top salesperson with low CSI was in jeopardy despite top producer status. 100% CSI gets award.
Double Sales Productivity
A luxury dealer's CSM team doubled sales with existing sales force.
Save the referrals
Completely Satisfied Customers
Send their Friends.
