Customer Experience Review: How to Speak Customer-Centric Language

To reach your Customers’ hearts and mind don’t forget the following tips…

BASIS

1. HUMAN BEINGS

We are human beings and we are not perfect.

To err is human.

2. BE YOURSELF

Don’t make scenes.

Be yourself and you’ll get the best from your communications anywhere, anytime, and with anyone.

LANGUAGE

3. WORDS IN GENERAL USE

Avoid any abundance of technical jargon and professional slang while interacting with your Customers.

Break down all misunderstanding using simple words.

4. NOT ACADEMIC BUT EXPERT

Don’t prove how knowledgeable you are.

Remember that your job is to solve the Customer’s problem by being an expert.

5. FRIENDLY LANGUAGE

Communicate as you do with your family and friends.

This helps you to make your Customers your friends.

6. POSITIVE MOOD

Be positive in choosing your words.

Avoid negative language like “that isn’t possible,” “we can’t,” “we don’t,” “but,” or an outright “no.”

7. SORRY

Don’t be afraid to say I’m sorry by making your empathy for the difficult situation explicit.

There’s nothing more frustrating to the Customer than when a company doesn’t own up to their mistakes.

MEETING’S CANVAS

8. SCOOP TO BEGIN

Research your Customers to find the right topics.

Use Socials, Websites, and Google to be on the same wavelength with your Customers.

9. LISTEN TO UNDERSTAND

Listening to the Customer, you show that you care about finding solutions for them.

This improves your relationship and gives you Customers for life.

10. SUMMARIZE TO CONTINUE

Leaving your conversation making sure all questions are answered.

Summarize with action points to continue next time.

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Customer Experience Review