"I already gave you that information when I told you about my problem. Weren't you listening to anything I said?"

Unfortunately, often when a customer calls with a problem or complaint, they are viewed as an opponent. When one views the customer as an opponent they go on the defensive, crafting in their mind what their response will be without actively listening to the customer. Read More.

"So glad I got your voice mail again after leaving messages the last two days." Said no customer ever!

Waiting for a return phone call and not getting it is a customer pet peeve that can cost your organization money. Returning phone calls and emails should happen same day, but never more than one full business day later. It helps to educate customer on the expected response time as well. Read More.

"Um, you only answered one of my questions in my email. Now I have to waste my time and send another email."

Who hasn't sent a customer inquiry email and listed a few questions in it, only to get a response with one question answered? Read More.

"Yes, I normally say, 'Your Welcome' in a loud and sarcastic manner when an employee doesn't say, 'Thank you.'"

Train your staff to say, "Thank you." Perhaps you can relate. Who hasn't gone to the grocery store and the check out clerk is unfriendly and never says, "Thank you." Read More.

"Please take my problem seriously. I'm the one customer who cares enough to give you the opportunity to correct it and keep my business."

Statistics show that for every one complaint, 26 others remain silent (source: White House Office of Consumer Affairs). Additionally, only 4% of unhappy customers complain the rest just go away. Read More.

"Great idea to use an automated phone tree to save money. Too bad it doesn't work and you just lost me as a customer."

According the a 2011 American Express Survey, 67% of customers hang up out of frustration because they couldn't get to a real person. Many phone trees have dead ends or even places where the customer gets disconnected. Read More.

"Maybe our beautiful flute solo hold music will make your 5 minute hold time seem like only a few seconds."

A five minute hold is a long time. Customers need to be educated about the expected hold time. Read More.

"No, I'm not upset that I was transferred to the wrong department three times." Said no customer ever!

Customers who have to tell their story over and over to the wrong department, can get really cranky! There is hardly anything more maddening to a customer than to call the number they have for customer service and tell the representative calmly what their problem is. Read More.

"Oh, I'm sorry...Did the middle of my sentence interrupt the beginning of yours?"

Interrupting is a bad practice, but many people have a habit of interrupting for a variety of reasons. Whatever the reason, knowing that you have an interrupting problem is the first step to fixing it. Read More.


Did you know that your Brand has an impact on customer service procedures for your company? How you answer the phone, handle voicemail, reply to emails, and even text, will impact how your audience perceives your brand. And, companies with a well crafted brand can leverage their brand to determine how to handle each of these areas. Read More