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Special Report
Popular Special Report 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.
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.
Tell customers they aren’t right – without saying, ‘You’re wrong’
A customer is convinced she’s right, and you know she’s not. What now?
15 things you should never do with customers
You’ve seen — and probably avoided — all the things you should never say to customers. Now it’s time to add to your “what to avoid” list some things you could do that would ruin the customer experience and likely …
