Customer Retention: Five Ways to Woo ‘Em Back
5. Try a little empathy. Your customer service reps (CSRs) should be trained to take care of customers’ problems quickly and efficiently, and they must be skillful enough to allow an angry customer to blow off steam, without arguing or interrupting. CSRs should just listen for a while, then apologize for the problems and ask how the company can make the situation better for the customer.
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