Customer Retention can be facilitated in the contact center by designing transformational experiences. This is the focus of Tip 2, below, in this week’s Best Practices series. Monday, we looked at Tip 1: Be Proactive.
Tip 2. Design Transformational Experiences.
Training Brand Specialists to provide elements of a transformational experience in every customer contact as needed invites a continuous process to turn perception around. Components include:
- Connect with the customer through active listening, being patient and expressing empathy. It is important to build rapport with the customer.
- Assess each transaction to determine “What can we do to make it right” and how to do it within policy. It’s more about making the situation right than give-aways.
- Wow the Customer. Exceed the customer’s expectations.
- Complete the interaction on the first contact. Reduce customer effort.