13 Words You Should Never Use When Replying to a Customer

Opinion: The clinical tone and strange verbiage companies use on social media reeks of automation

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It takes a lot for a customer to be willing to interact with a company. People brush by thousands of brands—from restaurants to online tools—on a daily basis and think nothing of it.

When a customer actually does take the time to reach out to a brand and offer feedback, it’s kind of a big deal. Companies have an incredible opportunity to highlight the team of passionate humans working behind the scenes of the business.

Perhaps that’s why it’s so unfortunate when companies respond to a thoughtful piece of constructive feedback with a polite and sterile response that doesn’t deal with the matter at hand.

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