Take the word “no” out of your vocabulary. Instead, we find a way to give them a “Yes, and….” The best customer service salespeople talk only 30% of the time because the other 70%, they spend ...

"The key is to set realistic customer expectations and then not just to meet them, but to exceed them—preferably in unexpected and helpful ways." ~ Richard Branson Customer Satisfaction Survey Concept ...

Waiting expectations matter. Customers are more frustrated by unexpected delays than by long waits. Gaps break loyalty. When reality doesn’t match expectations, customers feel regret, complain or ...