Customer Experience News & Trends

5 things reps need to stop telling customers

Talk informally with customers to build rapport and strengthen relationships. But stay away from conversations like these that will make the experience awkward.

10 most irritating phrases

Customers and colleagues alike don’t care for these phrases.

Words customers hate – and what to say instead

Some companies have banned their employees from saying certain words that upset customers. They may be on to something.

5 worst things to say to customers

Say the wrong thing and you can send even happy customers off in a tailspin of anger. Here are five of those dreaded phrases.

Four common non-words to avoid

Watch out, contact center pros: You may be hurting your credibility with customers if you use these common words that aren’t really words.