tone of voice

Empowering customer service teams

Empower customer service teams for a better experience

Customer service teams need to be so much more than passive ‘call takers’ if you want to give customers exceptional service. “Well, why the *&^(%$ is your system so *&^&&^ing slow?” That was pretty much the customer’s opening line. And the call got worse from there. “It’s always like this,” said Charlotte. “Every time we …

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Passive voice in customer communication

How the passive voice destroys customer relationships

The passive voice is rife in customer communication – here’s what it is, how to spot it and how to change your communication to make it customer-centric. You probably haven’t noticed it surreptitiously pervading the emails your customer service representatives are writing to your customers, or the Twitter replies, or the financial demands, or the …

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Communication gulf

SlideShare: The Gulf in Customer Communication

The gulf between pre and post-sales customer communication Does your post-sale and operational customer communication live up to the brand promise your customer bought into? In this SlideShare we look at the gulf between pre-acquisition customer communication and how effectively a brand is followed through to operational and administrative customer communication. The customer communication gulf from …

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Potential in operational customer communication

SlideShare: The huge potential in operational customer communication

The huge potential in everyday, operational customer communication From our experience, post-sales customer communication has the potential to drastically improve loyalty, slash costs, reduce complaints and give customers a better experience. In this SlideShare we look at some of the key areas where improving operational customer communication can have a long-lasting impact on business performance …

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How to lose customers

SlideShare: How to lose customers through communication

Losing customers is easier than you think when your communication isn’t effective. Simple, everyday communication to your customers can really make the difference between a long-term advocate and an irritated ex-customer. In this SlideShare we look at just one example of how poor communication mixed with a convoluted process cost our client a loyal customer. …

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Cost of a bad customer letter

SlideShare: The cost of a bad customer letter

Customer communication is costing you more than you think. Every day, we see the true cost of ineffective communication to customers – in lost revenue, churn and complaints. And these, often forgotten, touchpoints are costing your business millions. In this SlideShare we look at the financial implication of customer communication that causes unnecessary complaints and …

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