Wednesday, December 24, 2014

Don't Sabotage The Customer Experience Speaking Jargon To Your Customers

An unrecognized killer of a positive customer experience? Speaking jargon to your customers rather than straightforward, plain English. Every industry, every profession, has its jargon, its specialized, shortcut ways of talking. This actually works well behind the scenes. It's an important culture builder, actually: creating a common language is very, very powerful for cementing a culture. When flight attendants (FAs) talk about PAX instead of passengers, waiters talk about four-tops instead of "a table for four guests," they're not just saving letters and syllables, they're saying "we're on this team together." Speaking like this in front of, or to, customers, however, can be a customer experience killer, for three reasons.

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