When to be warm with customers
“Answer your phone in a brusque manner” was advice I got years ago.
By sounding abrupt, the theory was you could dismiss those you didn’t want to talk to, but delight those you did once they heard the contrasting warmth you reserved specially for them.
Well, new research reveals how you can increase customer satisfaction by varying the degree of warmth you and your team use in conversation.
Hot Vs. Cold
Let’s say you are closing a customer service...
Money back is better than a refund
Giving a customer money back is better than a refund.
The more concrete your language, saying “money back” instead of “refund”, for example, the more likely it is you will increase customer satisfaction.
Same with delivering “to your door” rather than “house”, referring to the “navy blue polo” rather than “the top”, and “fixing” rather than “solving” a problem.
Concrete language reduces...
