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Customer Service: Winning Back a Lost Customer
Customer Service: Winning Back a Lost Customer
MP4 | Video: 720p | Duration: 41:23 | English | Subtitles: VTT | 790.5 MB

Lost customers are not lost causes. Statistics show that a firm has a higher probability of winning back a lost customer than prospecting a new one. In this course, customer relationship expert Jill Griffin provides a proven roadmap for winning back a lost customer. She proves the only thing worse than losing high-value customers is neglecting to win them back.



Jill shows that customers defect for one of five reasons: (1) intentionally pushed away, (2) unintentionally pushed away, (3) pulled away, (4) bought away, or (5) moved away. She also outlines which of these customers are the easiest to win back-and how to say "sorry" in a way that will resonate.

Topics include:
Why winning back customers is crucialHow customers say goodbyeThe five types of lost customersRunning a lost customer campaign
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