Some CRM Don’ts to Keep in Mind


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There are some strict no-no’s that you should be aware of with reference to offering customer service. The key is to keep the negatives out and accentuate the positive. Remember never say “we never”, “we don’t”, “we can’t”, “you’re wrong” or other such phrases.

It’s all about the customer’s comfort and well-being and not about operational efficiency and protocol. There will always be situations when the customer demands a little bit extra, for example a refund without a purchase receipt. You would be within your rights to refuse but try and put a positive spin to the situation. Offer alternatives like the current sales price of the article in question or bonus loyalty points if you are running some kind of a scheme.

Make good a promise and deliver on what you say. The easiest way to put off a customer and ruin a lot of good marketing effort is to not deliver on time or worse, renege on a promise. Keep your end of the deal if you wish to see the customer again. A lot of CRM don’ts are related to contact center activities. Your contact center employees should not come across as ignorant or uninterested in the customer’s complaints.


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