Holiday Return Rush: How to Handle the Season of Exchanges
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Amy Kelman
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Most customers believe the phone is the fail-safe method for customer service, yet several are disappointed with response time. When an email goes unanswered, 71 percent of customers would then call the company. When social media goes unanswered, 55 percent said they would then rely on the phone for support. When phone calls go unanswered, 54 percent try to call again. As such, customers’ expectation of this channel is unparalleled to other options.
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Amy Kelman
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