Customer satisfaction is the key to profitability. From low churn rates to high LTV (Customer Lifetime Value), a consumer's state of mind demands serious attention from customer service specialists. In the race to win over the customer, companies are focusing on improving the quality of their offer, tweaking retention strategies, and making themselves available across numerous channels. Including, contact centers.
Have you ever said something at work you wish you hadn’t? Shocking isn't it. Sometimes the wrong words just blurt out to employees or with the client. The first step in repairing common communication blunders on the job is to know what those blunders are. Then you can say things the smart way and not the dumb way.
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“You will never reach your destination if you throw stones at every dog that barks.”
I read a couple of articles this morning that got me to thinking about the nature of the Customer Management Representative position. I'm going to suggest that the CMR has one of the most difficult positions at the interaction center. The two articles I read this morning re-enforce my position.