Richard Shapiro

Richard Shapiro

Richard Shapiro is founder and president of The Center for Client Retention.

Articles by Richard Shapiro

With just a few wording changes, customer service reps can position your company higher in the CSAT department.
Posted June 08, 2018

Customers are more likely to remember how you made them feel than what you said or did.
Posted April 06, 2018

With the call-back option becoming more popular, it's important that company reps leave the right voicemail messages.
Posted February 02, 2018

These eight tips will help companies make sure the agents they hire will be able to serve customers properly.
Posted November 17, 2017

Don't ask questions if you're not prepared to act on the results.
Posted June 30, 2017

No other word destroys loyalty and retention faster than "no," so figure out how to turn any situation into a positive.
Posted March 31, 2017

The contact center is part of any company's life blood, not a cost to be reduced.
Posted January 06, 2017

Better customer engagement with contact center agents leads to increased loyalty and retention.
Posted September 30, 2016

Automated phone systems and agent interactions need to make customers feel welcomed and appreciated.
Posted April 01, 2016

Consumers want fast and personal responses when reaching out via email with questions or concerns.
Posted December 11, 2015