Tag: public relations

Customer service communicates values, part 2

Actions speak louder

Last week we talked about how customer service (as in actions) communicates a company’s values far better than any fancy slogans, and we gave an example of a business that was doing it right.

I also promised to talk about a different experience. Continue reading

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Customer service communicates values, part 1

 Actions speak louder

Remember that old saying? Attributed to Ralph Waldo Emerson, but probably a simplification of the original, the saying is, “What you do thunders so loudly, I can’t hear what you’re saying.” Lost to history is the origin of the underlying principle, “Actions speak louder than words.” Modern communication scholarship confirms that when behavior and words contradict, we believe the nonverbal communication.

That’s why customer service communicates so clearly. When companies declare how important their customers are, and yet their policies and actions say otherwise, then guess what? Continue reading

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