Metova CSO, Jonathan Sasse is quoted in an article by Forbes titled “13 Effective Ways To Improve E-Commerce Customer Service.” In the article, Sasse focuses on the importance of being flexible, stating:
“Avoid taking the hard line — it is costly to acquire new customers, but it can be even more costly to replace them. If you can resolve their problem and keep their business going forward, that’s a win. Policies are necessary, but how you enforce those goes a long way. Give your support team the latitude they need to ensure reasonable customers are kept happy.”
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