Call Center CRM News Blog TMC

Saving Customers

October 25, 2006

Here's an interesting article from Forbes.com on the art and science of saving customers who would otherwise churn to a competitor.

http://www.forbes.com/2006/10/23/mckinsey-call-center-defense-biz-cx_ab_1024callcenter.html?partner=alerts

The article points out that many companies make the mistake of putting their best inbound agents on the "save desk." Inbound agents are used to following a script, not necessarily listening to the customer. What makes a skilled "save" agent is the ability to listen closely and carefully to determine what real solutions can be cost-effectively offered to keep that customer.

TES

TES




Related Tags:

Email Author Feedback

See this page in TechnoratiTechnoratibook mark Saving Customers in del.icio.usDel.icio.usSaving Customers to Slashdot.comSlashdotSubmit Saving Customers to Digg.comDiggSubmit Saving Customers to BoingBoing.netBoingBoingBookmark Saving Customers in FurlFurlBookmark Saving Customers in SpurlSpurl

Listed below are links to sites that reference Saving Customers:

Trackback Pings

TrackBack URL for Saving Customers:
http://blog.tmcnet.com/mt3/t.fcgi/29882

Comments to Saving Customers


(If you haven't left a comment here before, you may need to be approved by the site owner before your comment will appear. Until then, it won't appear on the entry. Thanks for waiting.)