Customer Experience News & Trends

Words that reassure customers

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.”

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