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You are here: Home / Commentary / Four Steps to Defusing Customer Service Battles – Builder Magazine
Four Steps to Defusing Customer Service Battles – Builder Magazine

Four Steps to Defusing Customer Service Battles – Builder Magazine

June 15, 2017 By RhinoSupport Leave a Comment

Because home buyers invest a lot of emotion and money into their newly built home, it is important for home builders to have a strong customer support team, an in-house SWAT team if you like, to handle the most unhappy and aggressive buyers. It is essential to do so because with social media it doesn’t take much to lose customers. Some strategies include identifying potentially hostile customers in advance, building your SWAT team, documenting all actions, and providing immediate follow-up and resolution.

Key Takeaways:

  • Have active CRM (customer relationship management) programs in place to identify buyers who may need intervention. The CRM program manages work ow and documents warranty requests
  • Your SWAT team should include a project superintendent, a warranty representative, and an executive from the main office who is authorized to make warranty repair decisions
  • The team should meet with the homebuyer at the house, which might require evening or weekend appointments, address each area of concern, and determine an appropriate action.

“Every builder will benefit from a crew ready to go into action when a potentially hostile situation emerges.”

Read more: http://www.builderonline.com/builder-100/marketing-sales/four-steps-to-defusing-customer-service-battles_o

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Related posts:

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  2. Customers prefer bots over customer service agents for simple tasks – Research Magazine
  3. Why Analog Customer Service Is Costing You Money and Customers – Apparel Magazine
  4. 5 Steps to a User-Centered Design Your Shoppers Will Adore

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