How to deal with negative people
When you work with customers, you anticipate you’ll deal with a cranky one from time to time. But this year…Click to continue
Communications
Popular Communications Articles
23 of the best things to say to an angry customer
An upset customer has your ear, and now he expects you to respond. What you say (or write) will make or break the experience. Do you know what to do?
The 11 best things to say to customers
Here’s the good news: For everything that can go wrong in a customer conversation, a whole lot more can go right.
What to do when a customer hits on you
Customers building rapport with you is one thing. But outright flirting — or worse, sexual harassment — is another. Here’s what to do when customers go too far.
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.
How to manage customer expectations – even when they’re unreasonable
Customers often expect more than you can do. Fortunately, it’s possible to manage their expectations, deliver what you can and keep them happy.
