The words we use matter. Messages that focus on the customer's perspective build relationships and reinforce how important the customer is to an organization. Customers are always seeking to understand, 'what's in it for me?' Communication with this as the focus engages the people we serve. Today, Dr. Janet Pilcher shares four steps to address customer questions and respond with a focus on the customer.

This episode addresses questions, such as:

• How can the right words reinforce our relationship with customers?
• What do the words we use say about us? 
• Why should we count our words?

Recommended Resources: Delta Air Lines Just Sent a Brilliant Email to Millions of Passengers. This 1 Word Mattered Most, Why the Words We Say Matter, Key Words at Key Times & Service Recovery 

Recommended Podcasts: Words Have Power, Why do Words Matter?, Who Hears What When? & Focus on Service Excellence