Fraud & Risk
Customer Insult Strategies -- An Investigative Look at Lowering the Rate of False Positives
Customer insults can have a highly detrimental impact on customer satisfaction and, in turn, on a company's bottom line. Here, First Data separates fact from fiction in examining what customer insults are and what they are not, along with a macro view of the problem and additional factors. Next, a different perspective on the "Know Your Customer" technique is shown, as well as a look at the tools which can be used to achieve this strategy. Finally, a four-pronged approach to mitigate customer insults is reviewed, with an eye towards increasing customer satisfaction and revenue.