5 Customer Service Language Hacks

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Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. ID-10087852

Effective customer service language can take a long time to master, so I thought I would share a few quick language tips you can incorporate into your service communication immediately. Give your communication repertoire a shot in the arm with these five quick customer service language hacks.

Use “We” sometimes and “I” sometimes

Use the word “we” to let the customer know you are on the same team and working towards the same goal; use the word “I” when you need to take accountability for the situation or your company. We and I send different signals to the listener, and which signal you want to deliver depends heavily on the message you want them to receive. Read More

Are You Celebrating #CXDay Tomorrow?

CXDay Logo

Are you familiar with CX Day? CX Day is dedicated to celebrating customer experience and professionals who work in the customer experience field. CX Day is held on the first Tuesday of October, so this year it is being celebrated tomorrow, October 7, 2014. CX Day is created by the Customer Experience Professional’s Association (CXPA), […]

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An Interview with Kate Nasser: Better #PeopleSkills

Kate Nasser

Kate Nasser, The People Skills Coach™, is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. With 25 years in business and a Masters in Organizational Psychology, Kate has guided tens of thousands to engage in uplifting productive interactions. […]

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Is Training Hopeless for Some Reps?

Are some reps beyond training | Blue tissue box

One of the (usually) fun things about being in the customer service/customer experience space is that friends, family members, and colleagues like to tell you about their newest customer service adventures — positive or negative. The following happened to a colleague of mine a few weeks ago. The setting has been altered slightly to protect […]

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Faces of Customer Experience: Ali Banks


Meet Ali Banks! Ali Banks’ began her career in architecture but left her real estate development job to pursue her love of food at Le Cordon Bleu, Paris. Her food adventure brought her back home to New York and now Chicago. Currently the Resident Chef for Sur La Table, Chicago, she teaches hands-on cooking classes […]

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From the Archives: Losing a Customer Means…

If I Lose A Customer | Bottle In Desert

…we have failed. Failed to listen closely enough. Failed to communicate effectively enough. Failed to provide enough value. Not every customer lost is a failure. Customers’ needs change. Some customers move out of the market, some lose the ability to pay, and some simply no longer need our product or service. Yet, if we look […]

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Improve Millennials’ Experience with a Targeted Loyalty Program

Loyalty Programs Millennials | Group of students looking at their phones

Guest Poster: Kristen Gramigna Kristen Gramigna is Chief Marketing Officer for BluePay, a credit card processing firm, and also serves on its Board of Directors. She has more than 15 years experience in the bankcard industry in direct sales, sales management and marketing. _______________________________________________________________________________________ Building a base of loyal customers can be one of the […]

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