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Jeff Toister

Customer Service Tip of the Week: Use specific language

Published 3 months ago • 1 min read

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Hi Reader,

Do customers ever misinterpret your words?
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Squishy language might be to blame:

  • Who really knows what "3-5 business days" means?
  • When exactly will you respond if you say, "I'll get right back to you."
  • Has "just a moment" ever been a single moment?

There's an easy way to avoid these misunderstandings.

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Use clear and specific language

Let's say a customer ordered a new pair of jeans and is anxious about when they'll receive them. Which option do you think inspires more confidence?
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​A. "Your order will arrive soon."
​B. "Your new jeans will be delivered on Tuesday."
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Option B wins by a mile.
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You can avoid misunderstandings and improve confidence by using more concrete language when communicating with customers.
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​Instead of: "I'm sorry for the error."
​Say this: "I'm sorry we overcharged your credit card."
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​Instead of: "I'll get right back to you."
​Say this: "I'll call you with an update by 5pm today."
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​Instead of: "This new backpack is popular."
​Say this: "The Raptor 10 is popular with bicyclists who want just enough room to carry a hydration reservoir, an extra layer, and a few snacks."
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Try making a list of information you frequently share with customers. How can you use more clear and specific language?
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​Bonus Info: Here are even more ideas for using clear and specific language.

Happy New Year!

Phew. We made it. So long, 2024.

Are you making any big customer service plans for 2025?

As always, I'm here to help. You can reply to any of these weekly emails and your message will go straight to me.

Have a great week! (and New Year)
Jeff
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Jeff Toister
The Service Culture Guide
619-955-7946
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Jeff Toister

The Service Culture Guide

I help leaders build customer-focused teams. Get weekly customer service tips to sharpen your skills or share with your team.

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