Contact center agents: Here are two steps that will help you make more first-time customers loyal customers.
These come from Paul Lundy, Xerox Global Services Managing Principal, who spoke at a Customer Service Excellence conference:
- Make a plan to communicate more. When you contact customers again – via phone or email – give purpose to the conversation. “Checking in” isn’t a valid reason to contact them.
- Find out who else talks to first-time customers – such as Marketing, Shipping and Sales. Find out what promises they’ve made, and make sure those expectations are met.
