Converting Your ‘Detractors’ Into ‘Promoters’?

Why is identifying detractors important?

• Detractors use negative word of mouth
• Detractors affect your sales and revenue
• Detractors are a churn risk

6 steps – Turn Detractors into Promoters

1. Don’t be afraid of complaints

2. Put your own feelings aside, act promptly and stay calm

3. Don’t challenge their complaint

4. Close the loop

5. Learn from mistakes

6. Deliver on promises

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