Never Say These to a Customer

1.  “That’s our policy.”   This is an incredibly self-destructive phrase when an employee is done talking and wants the customer to stop bothering him or her.  Many customers equate this to “Buzz off!”, and will never buy from you again.  Even worse, they’ll...

Toxic Customer Service

You may recall I’ve written about toxic managers or leaders, but recent personal experience and stories I’ve heard compelled me to look into the increasing polarization of customer service behaviors. My good friend Dan, related a tale about buying some expensive...