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How can you stay calm and focused during customer retention deadlines?

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Customer retention is a crucial skill for any business that wants to build long-term relationships and loyalty with its customers. However, it can also be a stressful and demanding task, especially when you have to meet tight deadlines and handle complex issues. How can you stay calm and focused during customer retention deadlines, without compromising your quality of service and your mental health? Here are some tips to help you cope with the pressure and deliver the best results for your customers and yourself.

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Shey Kim, MHRM

Talent Acquisition Manager
Sary Barbar

Customer Success Manager at DY Mastercard Data & Services | Empowering Top Tier Brands with Advanced Personalization…

1 Plan ahead

One of the best ways to avoid stress and confusion during customer retention deadlines is to plan ahead and prioritize your tasks. Start by identifying your most important and urgent customers, and the goals and expectations they have for your service. Then, break down your work into manageable steps and milestones, and allocate enough time and resources for each one. Use a calendar, a to-do list, or a project management tool to keep track of your progress and deadlines, and update them regularly. Planning ahead will help you stay organized, focused, and proactive, and reduce the risk of missing or forgetting something important.

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Sary Barbar

Customer Success Manager at DY Mastercard Data & Services | Empowering Top Tier Brands with Advanced Personalization Capabilities | Retail and Commerce | Financial Institutions | Hospitality
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You cannot expect a crop to grow in a single day, even if you provide it with the best conditions. You have to be consistent. That's why Customer Success are like farmers. Proactively demonstrate value by sending valuable emails, conducting reviews that showcase the impact of your solution. An essential aspect is to establish a strong relationship with your customers to break down any barriers and anticipate problems in advance. If you do things right, you won't be the one inquiring about the renewal; instead, your client will do it. Yes, we often have a negativity bias, as we slowly transform our ideas through overthinking into a false reality. Remember that you need to embrace this discomfort and stay focused on your customer's goals."

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Shey Kim, MHRM

Talent Acquisition Manager
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It is important to plan, and break down the work, but ultimately, all the associates have to manage client expectations. Underpromise and overdeliver. You have to lead the client, not be led by the client. Utilize the company resources to make the client feel special instead of seeking resources to make the client feel special.

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Moses Ohale

Account Executive @ Selman & Company | Bridging Financial Gap for Military Retirees
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Maintain calm focus during retention deadlines by prioritizing tasks, breaking them into manageable steps, and embracing a solution-oriented mindset. Breathe through challenges, stay adaptable, and celebrate each successful retention effort.

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2 Communicate effectively

Another key factor for successful customer retention is effective communication. You need to keep your customers informed and engaged throughout the process, and address any questions or concerns they may have. Use clear, polite, and professional language, and choose the best channel and frequency for your communication, depending on the customer's preference and the nature of the issue. For example, you may use email for regular updates, phone calls for urgent matters, or video calls for more personal interactions. Communicating effectively will help you build trust and rapport with your customers, and prevent misunderstandings or conflicts.

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Shey Kim, MHRM

Talent Acquisition Manager
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Choosing the right communication method is very important. Sending an email to a client who prefers the text/SMS method will not work. Getting to know the client and using the preferred method will make the client more engaged.

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3 Manage your emotions

Dealing with customer retention deadlines can also trigger negative emotions, such as anxiety, frustration, or anger. These emotions can affect your performance, your motivation, and your relationship with your customers. Therefore, you need to manage your emotions and keep them under control. One way to do this is to practice mindfulness, which is a technique that helps you focus on the present moment, and accept your thoughts and feelings without judgment. You can also use breathing exercises, meditation, or positive affirmations to calm yourself down and boost your confidence. Managing your emotions will help you stay calm and focused, and cope with difficult situations.

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4 Seek support

Sometimes, you may feel overwhelmed or stuck during customer retention deadlines, and you may need some help or advice. Don't hesitate to seek support from your colleagues, your manager, or your mentor, who may have more experience or expertise in customer retention. You can also join online communities or forums where you can share your challenges and learn from other professionals in your field. Seeking support will help you solve problems, learn new skills, and feel more connected and supported.

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5 Take breaks

Finally, don't forget to take breaks and recharge your energy during customer retention deadlines. Working non-stop can lead to burnout, fatigue, or mistakes, which can harm your customer retention efforts. Therefore, make sure you schedule some time for yourself, and do something that relaxes you or makes you happy. For example, you can take a walk, listen to music, read a book, or play a game. Taking breaks will help you refresh your mind, improve your mood, and increase your productivity.

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Shey Kim, MHRM

Talent Acquisition Manager
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It is important to recharge your energy to avoid sounding like a robot. Clients can tell when you are offering personalized service instead of behaving like a sales robot. We all received mass emails that got a click and exited quickly, ultimately next email seemed like "spam". Take breaks to recharge and energize, and come back to express your authentic self. Get to know the client and let the client get to know you as well.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you stay calm and focused during customer retention deadlines?

1

2

3

4

5

6

1 Plan ahead

2 Communicate effectively

3 Manage your emotions

4 Seek support

5 Take breaks

6 Here’s what else to consider

Customer Retention

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How can you stay calm and focused during customer retention deadlines?

1

2

3

4

5

6

1 Plan ahead

2 Communicate effectively

3 Manage your emotions

4 Seek support

5 Take breaks

6 Here’s what else to consider

Customer Retention

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