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“Calm Down, Dear…” Words and Phrases an Advisor Should NEVER Say to an Angry Customer
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The Right Words and Phrases to Say to an Angry Customer
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A Low-Down on Social Media Customer Complaints
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Digital Complaints Line Or A Relationship Hub?
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A Fifth of Contact Centres Dedicate a Team to Immediately Respond to Complaints
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Global Manufacturer Boosts NPS by 20 Points
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Don't do ANYTHING until you have done these 10 things!
Learn Why Customers Contact
Involve Agents in Strategy
Fix 3 Common Process Problems
Make Customer Feedback Visible
Train your Team Leaders Well
Stop the Obsession with Efficiency
Stop Firefighting - Start Planning
Write the Business Case
Give Agents the Right Tools
Create a Positive Culture
Read the
Contact Centre Manifesto
