United Airlines just gave the world a view of what really bad customer service looks (and can literally feel) like.…Click to continue
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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.
Most companies don’t like to admit they’ve done something wrong. So their attempts to apologize and quickly rebuild customer relationships fall short.
Customers often expect more than you can do. Fortunately, it’s possible to manage their expectations, deliver what you can and keep them happy.
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?