Feb 14

Woo Back Your Dissatisfied Clients

There are times when you need to mend fences with unhappy customers. Here’s how.

On average, companies lose 20 to 40 percent of their customers each year. This number is steadily increasing as businesses and customers alike begin tightening their wallets.

Good news: You can save roughly half of your lost clients simply by asking them how you can better meet their needs, says Jill Griffin, author of Customer Loyalty: How To Earn It, How To Keep It. She suggests you take these six steps to woo customers back: Continue reading

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Jan 07

Follow Up Bad Customer Interactions With These Actions

Sometimes, it pays to swallow your pride and admit fault.

Customer service reps should not underestimate the power of personal communication as a means of recovering from service mistakes and strengthening their relationships with customers. The next time you have an interaction with a customer you’d like to forget, try these tips to calm the waters: Continue reading

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Oct 15

CUSTOMER SERVICE CORNER: Keep Customers’ Information Safe

285_2758456With frequent news coverage about data escaping government (and other) offices and posing potential security failures, more customers are feeling a little insecure about their personal information.

Here are a few practices you can implement to make sure that no personal data escapes your company:
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Oct 08

CUSTOMER SERVICE CORNER: Don’t Give Your Customers Excuses

27_2518946When you’re overloaded at work your customers should expect to wait a little longer for their service, right? Wrong! When a customer calls you on the phone or steps into your office, he isn’t interested in how backlogged with work you are. Use the suggestions in the following scenarios to get a handle on your workload, without making excuses for being behind: Scenario: A customer needs a claim processed and you already have a lot of claims waiting.
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