- Chapter Three: Language Engineering: Every. Word. Counts.
- from Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
- Publisher: AMACOM
- Released: April 2010
The words you speak (or write) to customers determine their impression of you and your company. Language is the basis of all interactions with your customers and can ultimately determine their level of satisfaction and whether they remain your customers.
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