When an employee becomes dissatisfied at work, many different factors could be causing the emotional discord. It could be low pay, terrible hours or maybe they don't get along with their coworkers. Sometimes though, an individual could actually be perfect for the company they already work for, they're just not in the right position.
If this is the case, it is up to the manager to take control and work one-on-one with their worker to see what can be done, how the position can be altered, in order to maintain them as an employee. The same can be said in trying to keep the business of a particular customer – it's all about communication.
In either scenario, keeping an employee or keeping a customer, the manager needs to be transparent and prove that they are willing to think differently. Ask the individual in question how they see their position at the company, and what needs to be done for them to stay. For an employee maybe they just need a department transfer, or for the customer, they could just need to get their opinion heard.
Be creative in filling in the gaps during the collaboration process. Don't give in too much, but at the same time, be willing to make changes where possible. Ensure that the individual on the other end knows that you understand them and what they have to offer. Continue to show support even after roles and processes become more formalized.
Each scenario is important for businesses to stay afloat. In the case of maintaining customers' business, an answering service doesn't need to be trained in proper communication practices. These professionals know to keep the conversation – whether through phone, email or text messaging services – friendly, informative and collaborative.