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In any business, customer retention is a growing challenge. The fact that it’s more expensive to acquire customers than to retain them, your past customers are the ones who are most likely to be future purchasers. Customer service agent plays an important role in retaining customers by building a strong relationship with them. The stronger the relationship, the more likely they will patronize your products or services.
Every customer values and appreciates good customer service. If customers feel bad about how they have been treated, they will tell their friends about it, with the technology right now and the use of social media, communication is just a click away. Customers demand value for money, or they are out of the door. Customer wants to be appreciated, this is important because they will have this in mind when your competition moves in to take them away. Happy customers like to share their positive experiences with friends and colleagues, which is important in the referral process.
For inbound call center agent, the key to keeping people on the phone is starting a conversation with them, building a rapport from the first moment, and keeping it going throughout the phone call and into the future. Once a relationship has been established, either in the form of an interested prospect or a committed customer, the goal is to maintain it and use it to generate future sales. Continuity of telemarketing agents is essential to cultivate the solid relationships with your customers that will keep them coming back again and again. Your most important asset is your customer, so building and strengthening the foundations you have with them is a great way to turn them into lifetime customers.