Customer Satisfaction... and the Words You Choose

You’ve likely heard ‘smile when you dial’ or the importance of mustering a positive attitude when interacting with customers.  This week we ran across a short slide show that takes that it a step further and addresses the actual verbiage you use… and how to improve it.   Good advice, not just for sales agents, but for anyone in your firm who interfaces with your clients. 

Check it out at

On the topic of customer satisfaction, how satisfied are your customers? How do you know?   For professionally crafted and executed surveys that will provide you with unfiltered information so you can learn who’s delighted, who’s at risk, and what your customers want you to improve in 2015, contact Terri Heath at or 847.446.4975.