Green means yes…Red means no…and Yellow means you can negotiate: A simple Customer Recovery Strategy

I read about a bank that made problem response a cinch for Customer Service Representatives.  From responding to requests to lower credit card interest rates to handling requests to waive NSF charges, all responses are driven by little squares on customer’s accounts.  The tiny squares — green, yellow or red — pop up on the screen next to the name of the client.

Customers who get a red pop-up are the ones whose accounts lose money for the bank. Green means the customers generate large profits for the bank and should be granted waivers. Yellow means there is a chance to negotiate. Reps don’t have to seek management approval or fear that they’ve given away too much. The color of the square has already predetermined the response.

Consider adopting your own simple recovery method to help frontline staff quickly and easily make smart decisions that will protect both customer loyalty and company profits.

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myragolden

Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

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