Excellence in Business Communication, 13th Edition
Chapter 10. Writing Negative Messages
"Forget your own desires, and lead with the value you can provide.
"This Business English Pod lesson is the final part in our series on handling a crisis.
"In this Business English Pod lesson, we’ll see how important it is to strategize and plan when you’re handling a crisis.
"This is the third in our Business English Pod series on handling a crisis.
"This is the first in a series of Business English lessons on handling a crisis.
"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.
"Take this FEMA quiz to test your knowledge on social media’s role in emergency management.
"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.
"When things go south, it’s the job of the CEO or leader to own it, apologize and connect with their audience (customers) to overcome it.
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.
"Managing a business crisis has become increasingly challenging in the world of 24-hour news and Twitter.
"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.
"Two University of Louisville crisis management experts say that this week's United Airlines public relations fiasco is something that every business can take a lesson (or three) from.
"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.