Measuring and dating happiness
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It keeps a constant pulse on the state of your relationship with your customers and provides you with the information needed to do better. It’s even worse if your agents aren’t empowered to resolve the situation.Instead of feeling like part of the solution, your team will feel like a barricade between your customers and the rest of the business.So once you’ve decided to keep customers satisfied and build a long term relationship with them, you need to know where you’re going wrong.
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If you think back to the dating analogy, going through the sales process is just like wooing your prospect to turn them into a customer.
Just like arguments in a relationship are emotionally draining, having grumpy customers constantly writing into a support team leads to burnout and a much unhappier work environment.
Sarah Chambers is a Customer Support Consultant and Content Creator from Vancouver, Canada.
Commit the entire team to improving customer satisfaction day in and day out. Satisfied customers will recommend you to their network. Not only do loyal customers spend more long term, it’s actually cheaper to keep them happy than trying to acquire a new customer.
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It’s 6 times more expensive to woo that new customer than it is to retain an existing one.Measuring satisfaction at regular intervals instead of just after interactions is also important.
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