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Creating an awesome customer experience comes down to 3 things:

Words. Tone. Intent.
The wrong words almost always have the wrong tone, and usually the wrong intent. These are phrases such as:

  • I can’t…
  • We don’t…
  • There’s no way…
  • You should have…
  • We’ve done all we can…
  • We never…
  • Why didn’t you…
  • ???

If your team is using these words with your customers, you’re headed down the customer disaster path. Time to step in and train people on what to say and how to say it.

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