Impeccable Engagement

Customer Experience Tip #1262

“Assume good intent. People who handle customers, especially difficult ones, often assume that the customer does not know what they are talking about, just wants to get more for less, or will be unhappy no matter what they do to resolve the situation. Assuming good intent helps us use a different tone, and tone has five times the impact of the words we say.”

Steven Gaffney, Bestselling Author

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