Coffee And Customer Service: The National Acronym Act

I was in a meeting recently and one of my coworkers looked at a PowerPoint slide and said “You are in violation of the National Acronym Act with that slide.”  It was a funny comment and got us thinking about the language we use with our customers.  The use of acronyms and other complex, technical terms can very quickly make customers feel like outsiders.  Some are brave and will incorrectly use those words in a sentence but others will get frustrated.

Join us in our latest Coffee and Customer Service Hangout as we talk about this.  Our major experience at Phone.com is working with other telecom companies who are notorious for their use of acronyms.  What industry are you in and how do you handle insider lingo?  Do you let this leak to customers or are you effectively translating into customer-friendly terminology?


 

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Jeremy Watkin is Director of Customer Experience and Support at NumberBarn. He has more than 19 years of experience as a customer service and contact center professional leading high performing teams in the contact center. Jeremy has been recognized numerous times as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, product marketing, social media, and more. When not working you can typically find him spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis. Be sure to connect with him on Twitter and LinkedIn.

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