Customer Retention: Three Essentials for Excellent Customer Service
By
Matt Griffin
and Catalog Success
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2. Empower your CSRs to make decisions. Your customer-facing employees need the authority to use their common sense to bend and break the rules to take care of the customer, Tschohl notes. If frontline employees aren’t empowered to make the decisions necessary to satisfy a disgruntled customer, you lose service recovery and the opportunity to build loyalty through adversity.
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