Fixes for the toughest customer-service problems

06/24/2013 | B2C Marketing Insider

Difficult customers, difficult service issues: There are fixes for most of them, writes Flavio Martins, vice president of customer support at DigiCert. Among the top solutions: Make a personal connection with the client and show real empathy for his or her problem; offer real solutions, not excuses; and follow up to make sure the problem really gets solved.

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