Historically,
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With continued attention on customer service,
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While much attention has been focused on the technology and benefits of providing multiple channels for customer contact,
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Twenty five years from now customers will still be human beings,
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Lines of demarcation have blurred and change is rampant in today’s center. Why? Because of our cell phones,
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Yet customers still leave,
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45% because of poor service

20% because of lack of attention,
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This means that 65% of your customers leave because of something your front line is,
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15% for a better product

15% for a cheaper product and

5% other

This is the good and the bad news. It’s bad news because that’s a high percentage. On the other hand,
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It is agreed that people,
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Never lose sight of the fact that we are human beings,
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Extraordinary service or lack thereof,
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I think of a call as an ABC process. ‘A’ represents the customer presenting their question,
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If all customers wanted just the facts (and some do),
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Self Service

When asked the question in a recent study,
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Research shows that customers prefer to deal with companies who are the most consistently accessible. When customers experience a level of service from email and chat support,
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