9 things you should never say to angry customers
The right words can sooth an angry customer and settle a tense situation. The wrong words (these words) will fuel…Click to continue
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Customers want more: 5 new expectations you must meet now
Customer expectations are rising faster than steroid use in Major League Baseball (MLB) – and companies are responding even slower than the MLB. Wait much longer to meet customers’ new expectations and your company may see its reputation tarnished, too.
16 Customer Service Week ideas to pull your celebration together
The customer experience, and everyone involved in making it happen, are all about to get their due. Are you ready to celebrate National Customer Service Week? We have ideas to pull it all together now.
22 things you should never say to customers
There are dozens of things you can say to customers that come across as condescending, flippant or tacky – things that will destroy the customer experience instantly. No matter how you communicate with customers, you want to avoid these words.
Category Articles
Customer Service
6 rules for firing a customer
Most customers keep your business going. But a few are enemies to progress — and…
Communications
10 of the most powerful words to use with customers
You need to persuade, comfort and even motivate customers every day. Choose the right words,…
Sales
4 things ‘lucky’ salespeople do right
If you know a lucky salesperson, we’ll let you in on a secret: He’s not…
New Research
What customers actually want to hear when they’re on hold
Customers don’t like waiting. But some things make the wait tolerable. Other things make it…
Customer Loyalty & Retention
This is how to prove you value customers
Want customers to understand how much you value them? Forget the generic thank-you, and do…
Customer Experience
6 rules for firing a customer
Most customers keep your business going. But a few are enemies to progress — and…
Social Media
22 ways to add value to your social media experience
We write a lot about customers’ increasing appetite for social media. How can you possibly…
Closing
15 tips for creating successful negotiations
Preparation is the only aspect of negotiations over which you have complete control. If you’re…
