There are different aspect of customer service. Properly addressing the customer's needs the first time they call, eliminating the need for a second call, is called first call resolution.
Customer relationship management (CRM)
- In customer relationship management (CRM), we can say that first call resolution is simply the right step taken in addressing the customer's need especially when they call in the first time.
Conclusively, This helps to remove the need for the customer to be follow up on with second call and thus strengths customer relationship with the brand.
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