Most customers who are unhappy don’t give you the opportunity to win them back. With this strategy, agents might be able to make more saves.
First, agents want to listen to customers’ tones. When agents sense customers are upset or dissatisfied – and they don’t verbalize it – agents want to address it head-on.
The might say:
- “You haven’t made an order in some time. I’m wondering if we messed up somewhere.”
- “I’m concerned that you haven’t called for regular warranty work. Did we drop the ball somehow?”
- “I noticed you sound a little disappointed. Did we fail to meet an expectation of yours?’
If agents uncover an issue, they can resolve it and win back loyalty.
