Sunday, December 7, 2014

Sometimes it is what you Don't say

Words to avoid for extraordinary customer relations: 

Have to
I need (want) you to...
What’s your problem?
I can’t/you can’t
Would you mind...?
I’ll try
I’m sorry
It’s just a...
Best
Worst
But
Required, necessary
Should...
Ought to...
Must
Policy
Jargon
 

What words do you find cause you to become defensive? 
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