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TIP 15: Always Over-Promise, and Under-Deliver.
A little lie never hurt anyone. Negative Ned Says... “I want my customers to leave happy — and as soon as possible —, so I tell them what they want to hear. If they want something delivered on a Tuesday, I say, ‘Tuesday’s no problem!’ — even if I know it won’t get...
Proof that “being nice” is good for you
Volunteers know this. People in the healthcare profession know this. Everyone knows this... the simple fact that when you are nice to someone, you feel good. Sound selfish? Who cares. It's true. Real-world proof: Of course I can't remember the exact study, but I read...
TIP 14: Give Your Customers What They Ask For, But Nothing More.
It’s not your job to remind them that batteries are not included. Negative Ned Says... “I don’t understand why some employees bend over backwards to sell the customer stuff they never even asked about. If a guy came in wanting a new TV, he’d say so, right? Why spend...
Is your online customer service losing customers?
I'm always interested in the latest information and statistics on Customer Service. Read the twelve statistics below and see how many relate to you and your company. I'd love to hear your feedback....
TIP 13: Talk Fast and Use Fancy Lingo to Mystify Your Customers.
If you say it fast and with enough technical difficulty, they’ll just go away. Negative Ned Says... “I must demonstrate that I am smarter than my customers; otherwise, they won’t listen to me and respect me. I feel smug that I know so much more than they do. The more...
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