Communication In Customer Relations

I used to believe that being assertive meant being aggressive. The reality is that you can both assert yourself and be kind. 5 proven tips to be more assertive (without being aggressive): 1/ Express your needs and wants clearly Why: Being direct and honest about your needs helps others understand your perspective and enables them to respond appropriately. It demonstrates self-respect and confidence in your own opinions and feelings. How: "I appreciate your input on this project, but I strongly believe we should take a different approach. Focusing on user experience will lead to better conversion. Can we discuss how we can incorporate both of our ideas?" 2/ Use "I" statements to communicate your perspective Why: "I" statements help you take ownership of your thoughts and feelings without placing blame or making accusations. They create a non-confrontational atmosphere that encourages open dialogue and mutual understanding. How: "I appreciate the effort you've put into this presentation, but I have some concerns about the accuracy of the data. I suggest we review the sources together and make any necessary updates to strengthen our case." 3/ Practice active listening and seek to understand others Why: Active listening demonstrates that you value others' perspectives and are willing to engage in a two-way conversation. It helps build trust and rapport, making it easier to find mutually beneficial outcomes. How: "I hear your concerns about the proposed changes to our team structure. Can you tell me more about how these changes will impact your work? I want to ensure that we address any potential issues." 4/ Offer solutions Why: Offering solutions rather than simply stating problems demonstrates your willingness to work collaboratively and find mutually beneficial outcomes. How: "I understand that you want to launch the new feature as soon as possible, but I have concerns about the current timeline. What if we break the launch into two phases? We can release the core functionality in the first phase and then add the additional enhancements in the second phase. This way, we can meet the initial deadline while ensuring the quality of the final product." 5/ Learn to say "No" when necessary Why: Saying "no" to unreasonable requests or demands demonstrates self-respect and helps you maintain control over your time and resources. It also helps prevent burnout and enables you to focus on your priorities. How: "I appreciate you considering me for this new project, but unfortunately, I don't have the capacity to take on additional work at the moment. I'm committed to delivering high-quality results on my current projects, and taking on more would compromise this. Can we revisit this opportunity in a few weeks when my workload is more manageable?" What’s one thing that helped you become more assertive? PS: Assertiveness is a form of self-care that also nurtures healthy, respectful relationships with others. Image Credit: Jenny Nurick

I have a hypothesis about why some salespeople sound like robots. They sell complex products, so they think they need a lot of specialized jargon to explain them. I also suspect salespeople believe they need to sound professional. The problem? Jargon and corporate-speak are counterproductive. They confuse your message. As Donald Miller says, “When you confuse, you lose.” How can we make the “sales voice” go away? Notice the difference between this sentence: “Our onboarding process ensures a comprehensive understanding of our product’s capabilities.” And this sentence: “We’ll walk you through everything to make sure you’re comfortable and ready to roll.” Before: “You may customize your dashboard settings to align with your specific preferences.” After: “Set up your dashboard just the way you like it.” Before: “Our platform provides a 360-degree view of customer interactions, enabling comprehensive insights and streamlined data access.” After: “See everything about your customers in one place.” Imagine explaining your product to a friend over coffee—not a room full of executives. Use short sentences, plain language, and words they’d actually say in real life. Instead of “optimize efficiencies,” try “make it easier.” Instead of “comprehensive insights,” say “see the big picture.” The goal is clarity, not complexity. When your message is easy to understand, people feel like you’re talking with them, not at them. And that’s when trust—and sales—happen.

The worst cold email I received this month started with: "I'd love 15 minutes to introduce myself and show you what we do." Nobody cares about your introduction. Nobody has time for a generic pitch. After analyzing thousands of outreach sequences, I've discovered a psychological shift that's doubling meeting rates for innovative sellers. The best performers aren't focusing on their product. They're focusing on buyer psychology. Here's what's actually working in 2025: 1. The Curiosity Gap When you write "Other VPs in your space are seeing X trend" instead of "We help companies do Y," you create an information gap buyers want to fill. Our brains hate incomplete information. Use this. 2. Relevance Triggers Generic outreach gets generic results. When you mention a buyer's LinkedIn post or recent initiative, you're bypassing their "sales defense system." Relevance is required. 3. Specificity Signals "This could help you grow revenue" gets ignored. "Companies like yours are seeing 22% reduction in CAC" gets attention. Specific numbers signal you actually know what you're talking about. 4. Miniature Commitments Don't ask for 30 minutes. Ask for feedback on one specific insight. Small asks lead to bigger conversations. 5. Value-First Mindset Position yourself as a resource, not a vendor. Share insights without expecting anything in return. Reciprocity is powerful. The old playbook of "smile and dial" is dead. Meeting quotas in 2025 requires understanding human psychology. What psychological principle has worked best in your outreach?

Ten lines on paper beat ten hours in a room. A yellow legal pad doesn’t look impressive, but in boardrooms and courtrooms, it’s still the tool of choice. Studies from Princeton and UCLA show why: when you write by hand, your brain works harder to decide what matters. That pause is what makes the tools work. Intent and not-intent only matter if the thinking behind them is clear. Writing isn’t about filling a page. It’s about clarity, and clarity is the leader’s edge. Here’s how the three pieces we've been talking about fit together into a simple process for effective communication: 1. Write to Think — Grab a pen and write until you find the few lines that matter. 2. Create an Intent Statement — Define your aim with: Verb + Person + Message + Outcome. 3. Add a Not-Intent Statement — Decide what you’re not there to do. Once you’ve done this, clarity is no longer an accident; it’s built into the process.

Your body speaks before you say a single word. In fact, it might be the loudest voice in the room. You’ve probably heard the “7%-38%-55% rule”: 🧠 7% of communication is words 🎤 38% is tone of voice 🧍♂️ 55% is body language But here’s the twist: that rule is misunderstood. Albert Mehrabian’s study only applies when your verbal and non-verbal cues conflict — especially when expressing emotions. Think: someone says “I’m fine”… but sounds irritated and folds their arms. We believe the body, not the words. In leadership communication, this matters enormously. Because if you say, “I’m confident we’ll hit our goals” — but your face looks tense, your posture unsure — your team won’t buy it. To be truly persuasive and trustworthy, your body language must match your message. Here are 7 practical ways to elevate your non-verbal communication: 1️⃣ Mirror Their Movements ↳ It creates instant rapport and shows empathy. 2️⃣ Move with Intention ↳ Avoid nervous fidgeting or pacing — be grounded. 3️⃣ Keep Gestures Open ↳ Uncrossed arms and visible hands signal trust. 4️⃣ Be Conscious of Your Face ↳ Your face reflects your thoughts before your words do. 5️⃣ Hold Eye Contact ↳ It shows presence, confidence, and honesty. 6️⃣ Command Your Space ↳ Sit or stand tall — posture is power. 7️⃣ Smile Authentically ↳ A genuine smile is your fastest path to connection. Non-verbal mastery isn’t about being robotic, it’s about being aligned. Because when your words, tone, and body all say the same thing? People don’t just listen, they believe. ♻️ Repost to help others become better leaders.  📌 Follow me, Oliver Aust, for daily strategies to speak like a CEO.

𝗧𝗼𝗼 𝗺𝗮𝗻𝘆 𝗯𝗿𝗮𝗻𝗱𝘀 𝘁𝗿𝗲𝗮𝘁 𝗪𝗵𝗮𝘁𝘀𝗔𝗽𝗽 𝗹𝗶𝗸𝗲 𝗦𝗠𝗦. 𝗜𝘁’𝘀 𝗻𝗼𝘁. That's a criminal misuse of WhatsApp that’s quietly killing retention for both D2C and B2B brands. Brands get access to the WhatsApp API, upload a list, and hit “Send to All.” It feels efficient. But it creates what we call the broadcast trap, a pattern that burns through customer trust fast. 𝗪𝗵𝘆 𝗶𝘁 𝗗𝗼𝗲𝘀𝗻’𝘁 𝗪𝗼𝗿𝗸: Without enough personalization, messages feel generic and irrelevant. Customers start ignoring future messages after 1–2 interactions. Engagement and repeat purchase rates drop significantly. We’ve seen this across hundreds of brands before they changed their strategy to: → 𝗖𝗼𝗻𝘁𝗲𝘅𝘁𝘂𝗮𝗹 𝘁𝗮𝗿𝗴𝗲𝘁𝗶𝗻𝗴: Messages are sent based on user actions, such as abandoned carts, product views, or purchase inactivity. → 𝗦𝗲𝗴𝗺𝗲𝗻𝘁-𝘀𝗽𝗲𝗰𝗶𝗳𝗶𝗰 𝗰𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻: Returning customers, first-timers, and high-LTV buyers each get a different experience. → 𝗧𝗶𝗺𝗲𝗹𝘆 𝘁𝗿𝗶𝗴𝗴𝗲𝗿𝘀: Instead of one big push, messages are sent at the right moment — like 2 hours after a missed checkout, or 1 day before an offer expires. → 𝗣𝗿𝗼𝗴𝗿𝗲𝘀𝘀𝗶𝘃𝗲 𝗰𝗼𝗻𝘃𝗲𝗿𝘀𝗮𝘁𝗶𝗼𝗻𝘀: Each interaction builds on the last instead of restarting from scratch → 𝗖𝗹𝗲𝗮𝗿 𝗼𝗽𝘁-𝗶𝗻𝘀 𝗮𝗻𝗱 𝗽𝗮𝗰𝗶𝗻𝗴: Customers feel in control, not spammed. → 𝟮 -𝘄𝗮𝘆 𝗰𝗼𝗻𝘃𝗲𝗿𝘀𝗮𝘁𝗶𝗼𝗻𝘀: Hooking each message with contextual chatbots that continue the conversation. 1-way announcements don’t work, 2-way chats do. Here’s what changes when the 𝗰𝗼𝗻𝘃𝗲𝗿𝘀𝗮𝘁𝗶𝗼𝗻 𝗯𝗲𝗰𝗼𝗺𝗲𝘀 𝘁𝗵𝗲 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝘆: Higher conversion rates Better repeat purchase rates Dramatically fewer unsubscribes and spam reports That’s the power of doing WhatsApp 𝘳𝘪𝘨𝘩𝘵. And for those wondering how brands manage this kind of personalization at scale? They use tools that make it effortless (we built one we’re pretty proud of 😉).

Customer service conversations are the heartbeat of your business. They are a treasure trove of data about your operation and product flows, your agents and how they treat your customers, and your customers' preferences and needs. Yet, most contact centers analyze only a fraction of these interactions, using dated technology, leaving valuable insights untapped and decisions driven by incomplete data. At Replicant, we believe it’s time to bring every conversation to light. That’s why Conversation Intelligence is transforming customer service conversations into actionable insights. By analyzing 100% of calls with the latest audio AI, leaders can identify operational issues that lead to unnecessary calls, optimize agent performance, and pinpoint automation opportunities—turning their contact centers into strategic assets. For example, a large e-commerce provider used Conversation Intelligence to uncover an issue impacting 5% of their calls. Within one week, they implemented a fix that redefined their customer service strategy, eliminating inefficiencies and elevating their customer experience. This isn’t just about solving problems; it’s about leading with clarity. When every customer conversation becomes a data point for innovation, and AI summarizes it into actions for you, your contact center becomes a competitive advantage. The future belongs to leaders who anticipate, innovate, and act boldly. Are you ready to lead the way?

If you wait 3 days to respond to an email, your buyer will wait a week. If you reply immediately, they match your pace. 👉 6 reasons to prioritize a rapid email response: -  Every 10-minute delay results in a 400% drop in conversion chances. - Leads contacted within five minutes are 21 times more likely to convert than those contacted after 30 minutes. - You're 100 times more likely to connect with and qualify a lead when responding within 5 minutes compared to 1 hour. -  Responding within 1 minute can boost conversion rates by 391%. - 78% of buyers purchase from the first company that responds to their inquiry. - 30% of unresponded leads will reach out to a competitor who responds faster Most of the data I found was for inbound, but the same logic applies to outbound and MoFu. 👉 The easiest ways to control deal momentum? Set a pace that conveys urgency. Speedy replies create urgency. Slow responses create stalled deals. 📌 Quick tip Send, "receipt confirmed" emails. If you can't reply immediately, and sometimes you can't because you need to send a more thoughtful reply or perhaps you're in the middle of more focused work .... Just let your buyer know you got their email and that you will reply within 24 hours. Trust me, taking 30 seconds to send a receipt confirmed email will earn you a lot of aura points. 👉 Set the pace, or your buyer will and odds are, they’ll slow it down. ✨ Enjoyed this post? Let me know in the comments & follow Leslie Venetz for more. Data from - LeadAngel Gobluebird Podium GetCensus SalesWingsApp Chilipiper Calldrip Rep.ai #b2bsalestips #emailtips

Every company says they listen to customers. But most just hear them. There's a difference. After spending years building feedback loops, here's what I've learned: Feedback isn't about collecting data. It's about creating change. Most companies fail at feedback because: - They send random surveys - They collect scattered feedback - They store insights in silos - They never close the loop The result? Frustrated customers. Missed opportunities. Lost revenue. Here's how to build real feedback loops: 1. Gather feedback intelligently - NPS isn't enough - CSAT tells half the story - One channel never works Instead: - Run targeted post-interaction surveys - Conduct deep-dive customer interviews - Analyze product usage patterns - Monitor support conversations - Build customer advisory boards - Track social mentions 2. Create a single source of truth - Consolidate feedback from everywhere - Tag and categorize insights - Track trends over time - Make it accessible to everyone 3. Turn feedback into action - Prioritize based on impact - Align with business goals - Create clear ownership - Set implementation timelines But here's the most important part: Close the loop. When customers give feedback: - Acknowledge it immediately - Update them on progress - Show them implemented changes - Demonstrate their impact The biggest mistakes I see: Feedback Overload: - Collecting too much data - No clear action plan - Analysis paralysis Biased Collection: - Listening to the loudest voices - Ignoring silent majority - Over-indexing on complaints Slow Response: - Taking months to act - No progress updates - Lost customer trust Remember: Good feedback loops aren't about tools. They're about trust. Every piece of feedback is a customer saying: "I care enough to help you improve." Don't waste that trust. The best companies don't just collect feedback. They turn it into visible change. They show customers their voice matters. They build trust through action. Start small: 1. Pick one feedback channel 2. Create a clear process 3. Act quickly on insights 4. Show results 5. Scale what works Your customers are talking. Are you really listening? More importantly, are you acting? What's your approach to customer feedback? How do you close the loop? ------------------ ▶️ Want to see more content like this and also connect with other CS & SaaS enthusiasts? You should join Tidbits. We do short round-ups a few times a week to help you learn what it takes to be a top-notch customer success professional. Join 1999+ community members! 💥 [link in the comments section]

He cut me off halfway through my explanation I want to contribute to the team, trying to give all the context before making my point. But before I could finish, he interrupted me with, “So what’s the decision here?” This is what a summary of what most of my coachees related to me about their team leader. They felt dismissed. He seemed impatient. They started avoiding conversations with him altogether. Until I asked them during the workshop, “Have you considered he might be a Controller?” That question changed everything. Controllers are fast-paced, direct, and focused on results. ✅They value efficiency over process ✅ Clarity over detail ✅ They hate wasting time So they changed their approach. Instead of giving a long explanation, they started with: “Here’s the issue. Here’s the impact. I recommend we do this.” And just like that— They clicked. He nodded, gave his input. And decisions were made in minutes. ♻️ Working with a controller? Here’s what helps: 1️⃣ Be direct. Get to the point quickly. 2️⃣ Focus on outcomes. Skip unnecessary details—talk results. 3️⃣ Respect their time. Book short meetings, follow up with brief summaries. The 4 communication styles (controller, promoter, analyser and supporter) is adapted from Robert and Dorothy Bolton’s book, “People Styles at Work… and Beyond.” When you understand the style, the relationship shifts. Not because they changed. But because you flexed. And that’s communication done right. Which style do you find most challenging to work with—and why? Sign up for our LIFT weekly newsletter to get tips, practical tools in communication to Elevate yourself and your team to increase performance and collaboration. The link is in the comment box. #communication #changes #performance #team #training #growth #cassandracoach