When you use uncommon terms, you leave customers feeling confused, foolish, or frustrated.
Here’s a great rule of thumb to avoid misunderstandings and poor customer service ratings:
Assume every customer is a newbie to your industry. Explain your products, services, and methods in simple terms and avoid jargon, slang, and acronyms.
The phrase, “Our new app upgrade will make it easier to get and use your points,” is a lot easier on the ears than, “We’re implementing gamification into our mobile application to increase point allocation and redemption capabilities.”
What’s a jargony phrase from your industry that you love to hate? Share your favorites at ann@wardcertified.com.