CHAPTER 14
KEEPING YOUR FEET ON THE FLOOR (AND OUT OF YOUR MOUTH)
The words come out of your mouth, just as your foot works its way in—“She had to go and took the Journal with her. It could be a while.” You can’t stop them, and you can’t unsay them. Fortunately, you can prevent them by thinking in advance about the words you will—and won’t—use to ensure that your message hits the mark.
To avoid misinterpretation, and possible bad feelings, think before you initiate a joke or a laugh with a caller. Are you 100 percent certain the caller will see the humor in the situation? Avoid jargon the customer may not understand. If the customer refers to your product as the C&J767/K, fine. You can, too. But don’t begin with the “tech talk.”
Never speak disparagingly ...
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