Most companies wouldn’t hold onto a bad, unprofitable business practice. So why would they hold onto bad, unprofitable customers?
Home : communication
Self-service v. personal service: Here’s what matters most (Infographic)
Customers want options – and you deliver with a variety of self-service and personalized service choices. But what matters to them most now?
How to make scripting work
Say “script” and most customer service professionals cringe. But you can make scripts work to improve the experience. Here are proven ways.
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 the fire and damage customer relationships.
6 things driving your customers crazy
What drives customers crazy?
How to build soft skills and deliver the ultimate customer experience
People — not process and technology — have the biggest impact on customer satisfaction. Improve your people’s soft skills and you can substantially improve the customer experience.
Where have all the customers gone? Why loyalty stinks now
Customers fall in and out of love with companies almost as fast as teenage girls do. This is why loyalty is on the fritz.
7 examples of body language that destroy sales
When it comes to communication, body language is just as important as the words you speak. And poor body language will cost you sales, no matter how great your pitch is.
Are you keeping up with the changing role of decision makers?
Your customers have experienced a fundamental shift in their responsibilities.
The 4 worst — and 1 very best — ways to apologize to customers
Most companies don’t like to admit they’ve done something wrong. So their attempts to apologize and quickly rebuild customer relationships fall short.
