Mack Sales CEM: Addressing Feedback and Monitoring Performance

The keys to successful customer experience management are the ability to quickly and concisely sum up your organization‘s current CEM status and evaluate improvement opportunities. We use Qualtrics for instant access to customer survey responses that result in tickets, to address responses directly with customers and to manage the tickets to closure. This course focuses on managing, tracking and analyzing your organization's current and trending feedback and statistics.  

By the end of this course, you will be able to:

• Navigate to your assigned tickets in Qualtrics
• Update and close tickets once they are resolved
• Navigate the Sales and Delivery dashboard to view your dealership's summarized data