Silke Robeller

Director Customer Care Rainforest Alliance

Workshop & Hackathon Day - Monday, 5th October 2026 [CET]

9:30 Workshop A: Improving CSAT Through Training, Communication, and Service Design

In complex service environments, customer satisfaction is driven as much by how teams educate and guide customers as how they resolve issues. This session explores how organisations are improving CSAT through targeted training, adaptive communication styles, and better use of supporting metrics. Learn how Rainforest Alliance have lifted CSAT from the 80s into the 90s, increasing satisfaction by focusing on agent capability, customer education, and the operational metrics that sit behind CSAT.

Learning Objectives

Discuss the key drivers of CSAT in complex service environments
Examine how training and communication styles influence customer satisfaction
Discover how supporting KPIs contribute to overall CSAT performance

Key Takeaways

Practical approaches to improving CSAT through agent training and capability building
Techniques for adapting communication styles to different customer needs and behaviours
Methods for using operational metrics to support and sustain CSAT improvements

Check out the incredible speaker line-up to see who will be joining Silke.

Download The Latest Agenda

In Partnership With:

QUESTIONS?

Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 113 210 042
Fax: 44 (0) 207 368 9301
Email: enquire@iqpc.co.uk