Thoughts on customer asking for new rep

Kathryn Moore

Hi GGR community! I'd love to crowdsource some general opinions and approaches to reassigning accounts when a customer requests it.

This hasn't been a common occurrence with my customer base to date, but we've had enough instances lately that I'd like to put together a framework for the team managers.

Generally, what are your thoughts?

Emily Cawse

Hi Kathryn. Did the customers give a specific reason for the reassignment? Is it an issue with the current CSM, or for another reason (e.g. they want a local resource who speaks their language, or they need a different skillset)?

Brian O'Keeffe

https://gaingrowretain.com/discussion/11055/thoughts-on-customer-asking-for-new-rep

I would reassign, as requested, and then try to understand why. Make the customer journey portion as simple as possible. They would not ask if they did not have a reason.