Customer service management isn’t just about fixing something for a client when things go wrong. Customer service management is about everything your client encounters, from beginning—when they are just a lead—to end. Basically that means that when your customers first start paying attention to you, your customer service journey starts. And the more attention you pay to that journey, the more you’ll be rewarded, specifically with customer retention. Americans talk about how well companies treat them, and if they feel that you treat them well, then it’s likely they’ll start or return to you.
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