Speaking The Customers' Language(s)
Contact Center Pipeline, Wednesday, July 9th, 2025
To successfully engage with customers - and deliver to them loyalty and delight-and-revenue-driving excellent customer experiences (CXs) - you need to speak their language.
Both figuratively - as in avoiding jargon, using their terms, and above all listening to what they are saying - but also literally.
For customers whose primary or preferred language is not English in the U.S. (and/or French in Canada) that could be a challenge for them and for many organizations.
And that's understandable. English is a notoriously difficult language for non-primary or native speakers to master with its complex 'exceptions to every rule' grammar, idioms, pronunciation, punctuation, and spelling.