Offering customer refunds as part of a customer service strategy
By Lior Arussy, President, Strativity Group
SearchCRM.com
Any compensation given by an agent needs to be financially justified. I always recommend that agents are taught product costs and margins as well as customers' annual value so they can apply financial judgment to their decisions. By educating them and giving them some real-life examples, you will empower them to do the right thing both for the customer and the company.
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