category archives: Customer Relations
Your call center is quiet…and that’s a good thing.
If you’re a bank marketing exec, you usually try to come up with ideas that will resonate with customers and prospects, leading them to eagerly respond online, on the phone, or in person at the branch.
But sometimes the lack of response is what you want. In these instances, silence is golden.
Let’s say you’re tasked with delivering customer change information, such as a branch closing, a product update, or a change in online services. On those occasions, the best measure of success is when the phones don’t ring and your branches don’t get inundated with confused or irate customers. If all is quiet, you’ve done a good job explaining the change and its impact.
In the world of banking, mistakes sometimes happen. We know, because crafting apology communications is a challenge we often encounter here at MKP! We call them “Oops” communications, and over the years we’ve developed several key guidelines for dealing with errors. Read on, and learn how you can turn an unfortunate snafu into an opportunity to cement an even stronger relationship with your customers.