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Train In Sensitivity
Train your agents to be sensitive to customers who are unhappy about an action or promise on your organisations part that was not fulfilled. In our experience sometimes an agent, if not presented with all the facts on screen, can dispute vigorously promises made by colleagues and upset the customer to the point they will never deal with that company again. It is important that you train your agents to be sensitive that it is possible one of their colleagues did not carry out an agreed task or make a note of a previous call and not distrust customers!