Differentiated customer management

Our differentiated customer management comes from ensuring that our advisors are fully trained to listen and evaluate behaviour. This ensures that your product or service can be tailored to appeal to each individual customer.

• we listen carefully
• we use positive language
• we empathise and support to resolve problems
• we use proactive contact
• we identify best time and method of contact

The importance of listening to customers

Customers should feel valued and we believe that it's of paramount importance that front line advisors are aware of the role they play in this. By listening carefully and using positive language, we help build strong relationships and in turn increase customer loyalty.

Problem solving

Advisors should be able to identify negative language and dissatisfied customers. Here they must be empathetic and supportive to ensure that the risk of losing a customer is minimised. With our expertise in customer management training and operational management, you can rest assured that your customers are being listened to and our advisors are doing all possible to ensure that their issues and concerns are addressed.

Proactive contact

In many cases, reaching out in advance of issue development or even just to test the temperature of customers can develop useful insight as well as creating goodwill. At RESPONSE, we are advocates of proactive contact to discover whether a customer is happy - we offer new solutions to existing problems. This conveys a message that we genuinely care about managing the relationship and that dialogue needn't only happen when there is a problem. This can dramatically help increase brand advocacy and highlight to customers that they are valued.

Time and method of contact

Like many things in life, timing is important. By utilising CRM data, we can identify the preferred time and method for customer contact. This illustrates an understanding which can also notably help increase customer loyalty.