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The Customer Bill of Rights: The Top Four Things Customers Want by Laura Stack

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4. Choose Your Words Carefully

 

The fourth and final need for customers is for us to be careful with our language.  This applies mostly in certain circumstances, namely when you can’t meet a customer’s expectations.  When it comes up, it’s very tricky to handle, and you have to handle a customer with kid gloves when you can’t fulfill their request.  

 

This is a special situation because a lot of people like to say the customer is always right.  I always say that’s not true:  The customer is not always right, but when you can’t fulfill a request, great care is required in your explanation.  We still need to explain the reason and show empathy.  Most importantly, let the customer know what you can do.  

 

Rather than just be negative and say, ...

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