What Can Negotiation Theory Teach Us About Customer Service?

By: Matthew Harmer

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

By: Matthew Harmer

It’s no surprise that providing great customer service makes for happier customers. However, the strong correlation between superior customer service and higher profits is often underestimated. According to the Harvard Business Review, customers who have the best past experiences spend 140% more compared to those who have had poor experiences. Here are three ways that … Continued

By: Matthew Harmer

Let’s face it. In the world of customer service, there are times when we have to tell customers what they don’t want to hear. At best, the result is an unhappy customer.  Or, at worst, the interaction turns into a verbal sparring match. It is easy to feel helpless in these tough situations, especially when … Continued