| Publisher | Active Request Engine Help Desk Solutions | ||
|---|---|---|---|
| Format | 36.9KB PDF, requires Acrobat Rdr 5 | Date added | 31 Jan 2005 |
| Topics | Email, Customer Support Services | ||
| Downloads | 55 | ||
In a perfect world there would be no angry customers. Product configuration would work flawlessly, it would arrive on time, and no customer would wait - listening to elevator music - for 20 minutes on the phone. But absent that perfect world, you will have angry customers. And they will send angry e-mails. Despite their best efforts, most organizations will occasionally frustrate some of their customers. In some industries this occurs with alarming frequency. But regardless of the industry, customer problems have a powerful impact on customer satisfaction and loyalty. Whether you're hearing from your angry customer by phone or e-mail, your goals are similar: fix the problem and convert an angry customer into your biggest fan.
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