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.

Resource type
Date created
2019-01-29
Authors/Contributors
Document
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.
Publication title
MIT Sloan Management Review
Document title
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.
Date
2019
Volume
60
Issue
2
First page
68
Last page
71
Copyright statement
Copyright is held by the author(s).
Scholarly level
Peer reviewed?
Yes
Language
Member of collection