Retention

Retention | Customer Engagement & Management | CirTech Connect
Retention | Customer Engagement & Management | CirTech Connect

Retention

Retention is not simply a customer service problem! Retention is everyone’s problem.


If you wait until they call to complain, it may already be too late to save the account. Even the best customers are going to get frustrated, or need service – and when they do, you need to recognize it, and adapt fast. You can’t solve problems you don’t know about – and there’s nothing worse than using the wrong approach with an angry customer.

Customer Engagement & Relationship Management Key Features:

Our specialists are trained in handling the most at-risk customer when they call or message and present a challenging situation with their product or service. Once you recognize the problem, you must to adapt and resolve it right away – delays will cost customers. Customers only respect results and half measures just won’t do. Resolution can be reached as long as the agent is trained in the discovery process as well as “active listening”. Asking the right questions with a sustained positive attitude is all-important. The right questions can only come from a thorough knowledge of the procedures and processes needed to solver any customer issue.

When customers need to be contacted with a call or email, it may be regarding a delayed payment or some other important update needed on their account. When our account management specialists first speak to a customer, they are trained to establish the customer’s utmost value to the company. If a payment is overdue for a service or a product, our agent is trained to always view the situation from the perspective of the customer first. Outbound representatives undergo the same training in full service account management as the inbound customer care team.

  • Order Verification and Delivery Verification
  • Credit Card Expiration or Decline Rectification
  • Automated Message Delivery with Live Agent option
  • Stop Save – Customer Keeper