The Wrong Words Hurt Customer Experience. Here’s What to Say Instead

Small changes in your words can create big changes in customer perception. 

EXPERT OPINION BY MICAH SOLOMON, THE CUSTOMER EXPERIENCE EXPERT @MICAHSOLOMON

Illustration: Getty Images

Have you ever walked by an employee who you know in your heart is a nice person, but they don’t sound that way when they’re talking with a customer? Perhaps, they sound a little aggressive, argumentative, or not professional? If you, as a colleague or boss, are noticing this, as a customer service consultant, trainer, and keynote speaker, I can assure you that your customers are noticing........

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