Business Communication Essentials, 7th Ed.
Chapter 8. Writing Negative Messages
"Forget your own desires, and lead with the value you can provide.
"Criticism is something we all have to face.
"Customer service isn’t simply an expensive, time-consuming obligation.
"Buy online, pick-up in store is often heralded as the future of retail: Customers shopping on their own terms, as efficiently as possible.
"Losing clients can be a nightmare.
"If you’ve ever experienced pleasure from people’s failures, well, join the rest of us.
"Every small business owner wants repeat business.
"The customer service mistake that nearly every business makes, over and over again, is to treat every customer the same.
"The businesses that are best loved by customers tend to be ones that make them feel smart, competent, in control.
Take a look at the infographic.
"Best Buy, Home Depot, Victoria's Secret, and a host of other retailers are discreetly tracking how often shoppers return purchases and, in some cases, punishing people who are suspected of abusing their return policies.
"Think about the people at work who are part of your network — the individuals who help you improve your performance or provide you with emotional support when you are going through a tough spell.
"Chronically-negative people can slow down your momentum and sabotage real success.
According to Scott Meacham (photo, left), "I can't think of a single entrepreneur I've worked with who ever intended to fail.
"It’s not just the application, interview and hiring that brings you the best people.
"Instead of privately contacting businesses, consumers are turning to Twitter to voice their issues publicly.
"It's no secret that bad customers service drives consumers nuts.
"Pinpointing your customers’ needs better may lead to better sales—but you’ve got to do some legwork first.
Chris Lake (photo, left) offers his advice at SearchEngineWatch.
Paco Underhill (photo, left) reports on the topic of "more vs.
"Think it’s easy to leverage social media to provide customer service to customers?
Josh Dzieza reports on how "the rating game" has changed things.
"Everyone today realizes the importance of digital technology and social media.
From ConsumerReports.