Here’s the No. 1 reason customers walk away – and you can almost always prevent it.
Almost 70% of customers leave because they didn’t like the negative attitude of a person at the company, a Progressive Business survey found. In addition:
- 14% leave because of poor product or service
- 14% leave because a competitor lured them away
- 3% leave because they changed jobs or location, and
- 1% passed away or retired
As a contact center agent, you can help keep almost all of your customers loyal with an upbeat, positive attitude. Keys:
- Keep it professional, not personal. When dealing with upset customers, remember they’re angry at the situation, not you. Don’t let them bring you down.
- Surround yourself with positive thoughts. On breaks, talk with positive people. Avoid complainers. In your work area, post photos, pictures and quotes that remind you of fun times and thoughts.
- Laugh and smile. Physical acts of happiness are proven to make us mentally positive, too.
