Audio Podcast: E-Mail Performance
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It is very easy to lose customers when you have staff who are unable to empathise with customers. Whilst setting priorities for training, ensure that you cover in detail ‘empathy’ so that when a customer explains a situation or their dissatisfaction with a service, your staff sound sincere – training them in this is not a one off process – it’s worth playing them tapes of insincere as well as sincere agents and asking them to describe how they would feel if they were the customer.
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