Customer service mistakes Archives - Shep Hyken | Customer Service Expert

This article answers the question: What is the second most expensive phrase employees can say to a customer? Answer: The second most expensive phrase employees can say to a customer is “It’s company policy,” because it signals a lack of authority, flexibility, and willingness to help, which quickly frustrates customers and damages loyalty. (more…)

© 2026 Shepard Presentations, LLC.
All Rights Reserved.

Legal Information | Sitemap Lega p

Site by: digitalONDA