The language you use with customers really does matter

by | Sep 30, 2013 | Businesses

I have this admittedly petty pet peeve when it comes to clerks in retail stores answering my, “Thank you,” with “No problem” instead of “You’re welcome” or “It was my pleasure.”  Okay. I’m nitpicking, I know. But the phrase, “No problem” indicates, to me  that I, as...

Your service has to be personal, not automated

by | Sep 26, 2013 | Businesses

Technology allows us to automate a lot of our business functions these days, but it also contributes to what customers might perceive as indifference or neglect.  Recent flaps over an automated customer service response on a company’s social media site has brought new...