Should a customer service agent say, “We want to help you” or “I want to help you”? The choice influences customer satisfaction — and the bottom line.

Peer reviewed: 
Yes, item is peer reviewed.
Scholarly level: 
Faculty/Staff
Final version published as: 

McFerran, Brent, Sarah G. Moore, and Grant Packard (2019), “How Should Companies Talk to Customers Online?,” MIT Sloan Management Review, 60 (2, Winter), 68-71. 

Date created: 
2019-01-29
Language: 
English
Document type: 
Article
Rights: 
Rights remain with the authors.
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