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Choose Your Response Method Carefully

When I complained to an airline about poor service I sent an e-mail because I wanted a record of my comments and also a response back fairly quickly – it wasn’t necessary for me to get an immediate response. So I waited a day or so and when I heard nothing I called them to see if they got my e-mail. They confirmed it had arrived and was being dealt with. 2 weeks later I received a letter which only went part of the way to answer my complaint and guess what, there was a name at the bottom but no e-mail address should I wish to reply by my preferred method of e-mail! The tip is this, if a customer calls with a complaint then it’s worth calling them back, If a customer sends an e-mail either respond with an e-mail or a call (if they give you a contact number), if a customer sends a letter, chances are they don’t expect an immediate response so send a letter, e-mail or call them. Try and match the customers preferred method of communication

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TIPS

How often do you find yourself on the back foot with customers because they discovered a problem before you could call them? This often happens when there are several people involved in the communication chain and a link breaks down. To exceed custom... Read More...
April 11, 2021 5:00 AM
 796 
Where does the internet contact strategy sit within your company? Where does all the e-mail traffic originate and terminate? Who is responsible for the ‘phone me’ buttons and the design of your web pages?

All of these need to be answered and cont... Read More...

April 10, 2021 5:00 AM
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Upcoming Events

This Expert Panel virtual event invites you to talk with Calabrio’s cloud-smart experts about how your contact center can accelerate your cloud transformation and power tangible results for your business. Insights discussed are based on Calabrio's re... Read More...
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