Customer Quote by Michael J. Silverstein
“Respond to your customer's dissatisfactions with precision and power.”
About This Quote
Source Business Guide: Customer Service Excellence, 2015
Address complaints directly and confidently to turn dissatisfaction into loyalty.
In simple terms: Handle complaints with precision and strength.
Respond swiftly and firmly.
Themes
Mood
Type
When to use this quote
- call center
- retail
- online support
- client meetings
Key Concepts
Questions to Reflect On
- What language can soften while staying firm?
- How to balance power with empathy?
Overly aggressive tone may alienate customers.