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ECT News Community   »   CRM Buyer Talkback   »   Re: 4 Processes for Turning Customer Ire Into Loyalty



Re: 4 Processes for Turning Customer Ire Into Loyalty
Posted by: Christopher J. Bucholtz 2014-02-07 09:12:47
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If you're in business, you're going to face a customer relationship issue that's your fault. It happens. We're human -- and though we may strive for perfection, the best we can do is get close to that goal. When your business errs, the first people who are likely to hear it are your customer service reps. Customer service reps end up apologizing a lot in these situations. One oft-repeated saw in the customer service game is that customers don't want apologies, they want empathy. I think that old saw is dumb. They really want solutions.

Jump to:
If my employer requires me to return to the company's office full-time to perform my job, I will...
Agree, because I like my job regardless of where I perform my duties.
Comply, because I can't afford to lose my current job.
Go with the flow, but start looking for different employment.
Resign immediately, so I can dedicate all of my time to find a job that better suits my needs.
Try to negotiate a hybrid work from home / work in office arrangement with my employer.