How - and When - to Deliver Bad News to Your Customers

By Linda McGlasson

Think you know how you should communicate with your customer? What about when there is some suspicious activity on their account - how do you reach out to them? And when?

A new survey shows that 89 percent of consumers want fraud notification through multiple channels. More, they want to know about it now, straight from you, the institution.

Talking to your customer when everything is good is easy. But effective fraud communication can make or break an institution's credibility.

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