CHAPTER 10
Powerful Phrases That Work
How many times have you heard someone say, “I’ll never forget what my grandmother/father/brother/boss/colleague said to me. It’s had an impact on me that has lasted forever.”
But how often do we say, “I’ll never forget what a customerservice representative said when I complained. It completely turned me around. I’ll never forget it.”
We don’t hear that too often! Why not? We have a chance to say something to our customers that matters. It’s our chance to have a lasting effect.
ACTIVITY66
Words Matter
Most people don’t think that words matter regarding complaint handling. In fact, most people think of complaint ...
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