Impeccable Languaging

Customer Experience Tip #1226

Stop saying, “I’m just trying to help you.” If you feel compelled to say it, they cannot feel it. Besides, it sounds defensive (yes, even if you say it calmly). Defensiveness and helpfulness cannot live in the same space of an interaction. Instead, hear them out, demonstrate empathy, solve their problem, and thank them for bringing it to your attention.

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