Bad Language Is Killing Customer Service (Here's How To Fix It)

I’m going to bet that your company has put less thought into the words that your employees use with customers than you’ve put into the language in your marketing campaigns and website. At least, this is the pattern I encounter as a customer experience consultant. And it’s a serious mistake, because customers don’t generally get their make-or-break impressions of a company primarily from high-minded branding exercises. They get them primarily from day-to-day conversations with you.