Managing customer expectations is important, but in this economic environment, exceeding them is critical. Success or failure is often in the hands—or rather the voice—of the contact center agent. The phone communication the agent has with a customer during a service-related call presents a loyalty-building opportunity for positive interaction. Managing the customer's expectations at this time is vital. The right interaction will get the outcomes desired and more. A wrong call can damage and destroy the customer relationship.
There are obviously a number of factors that impact customer loyalty and retention, but research we recently conducted demonstrates the undeniable relationship between a positive customer service experience and loyalty—and the resulting impact to the bottom line.
Our analysis confirmed a strong correlation. In those months where customer service satisfaction was lower, the percentage of customers who left the following month...
