The right words can reassure customers that their decision to contact you was the right one.
Avoid vague phrases. Instead pepper conversations with concrete, active words. Here’s how:
Instead of, “I’ll try to get a technician out to you today,” say, “I don’t want to make you wait long, so I’ve scheduled a technician to arrive between 8 and 10 a.m. tomorrow.”
Instead of, “You have to wait while this is processed,” say, “I will move this application through accounting, and someone will follow up with a call this afternoon.”
Instead of, “You’ll see the receipt soon,” say, “We will issue the refund today and mail it to you Friday.”
