Matthew Harmer

For anyone who works in the service industry, I’m sure the words “the customer is always right” have a bit of a triggering effect on you. You might cringe or shudder as I do. Because even though we’re in customer service, sometimes the customer is just WRONG!  via GIPHY But even when the customers are … Continued

Customer Service Word Choices: What to say to your customers (and why, and how). We have all heard the saying, “It’s not what you say, but how you say it that matters.” Of course, it’s no surprise that the tone of voice matters.  However, research by conversation analysts suggests that it’s not just how you … Continued

In today’s competitive business landscape, relationships play a vital role in driving sales and ensuring long-term success. Businesses that prioritize building strong relationships with their customers and partners are often rewarded with increased revenue, customer loyalty, and positive word-of-mouth referrals. In this article, we will explore various strategies and best practices for leveraging strong relationships … Continued

Poor customer service is a common issue that many businesses face. In today’s competitive market, providing exceptional customer service is essential for success. However, understanding the causes of poor customer service and learning how to improve it can be a challenging task. What is poor customer service? Before we dive into the causes and solutions … Continued