It's important to know the signs if your customer is mad or upset. After all, the earlier you know the signs, the better you can easily fix the cause of the problem to avoid losing them.
So, look for cues that something is wrong, before it's too late.
Clue#1: Customer returns a product or cancels a service, so it's either that something went wrong. Whatever the problem, a service rep. should follow up quickly to get the bottom of it.
Clue#2: Customers suddenly leave. Make a concentrated effort to find out why they left. Involving the top management can also help you uncover problems you weren't aware of.
Clue#3: They stop returning your top rep's calls. Pick up the phone and find out why they are so evasive.
So, look for cues that something is wrong, before it's too late.
Clue#1: Customer returns a product or cancels a service, so it's either that something went wrong. Whatever the problem, a service rep. should follow up quickly to get the bottom of it.
Clue#2: Customers suddenly leave. Make a concentrated effort to find out why they left. Involving the top management can also help you uncover problems you weren't aware of.
Clue#3: They stop returning your top rep's calls. Pick up the phone and find out why they are so evasive.
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