I am passionate about knowledge and learning, and sharing knowledge with others! I've worked in and around customer service for over 10 years, and love spending my time swapping challenges and successes with others. It brings me joy to see my clients achieve real success, whether they purchase through me or not. I could talk about customer satisfaction for hours. The most important concept I've learned is that the ability to effectively measure customer satisfaction is critical to the long term success of your support center. We can't manage what we don't measure, and won't see improvement in our customers' satisfaction without clear goals, a process for measurement, and a desire to take the actionable data from those measurements and truly do something great with them. Contact me if you have general questions on customer satisfaction, CSAT methodologies or processes. Send me an email to rachel dot leonhart at gmail dot com.