Give ’em the chocolate cake!

Give ’em the chocolate cake!

A while back, I was shopping in a retail client’s place of business doing some “recon” before preparing a customer communication program for their customer care employees. As I watched customers come and go with the various products they wished to return, I noticed a trend. The customers who were calm and politely requested a […]

7 Phrases to Avoid if You Don’t Want Customers Getting Fired Up

7 Phrases to Avoid if You Don’t Want Customers Getting Fired Up

Many people don’t realize that a simple, “seemingly” innocent comment, when said to an angry customer can turn a concern or complaint into a full-blown argument. When it comes to the words you choose, they can either be water or gasoline on the customer’s smoldering emotions. If you’d like to be a customer service fire […]