What is concrete language in customer communication?

Concrete language involves using clear, specific, and detailed expressions in customer interactions, replacing vague phrases with precise information to enhance understanding and engagement.

How does using concrete language affect customer spending?

Implementing concrete language in customer communications can lead to a 13% increase in customer spending, as it makes customers feel heard and valued, encouraging loyalty and higher expenditure.

In which customer interaction channels should concrete language be used?

Concrete language should be employed across all customer interaction channels, including live chat, in-person conversations, and email communications, to ensure clarity and enhance customer satisfaction.

Are there situations where concrete language is less effective?

Concrete language is most effective in interactive communications like chats, calls, or emails. It may not have the same impact in one-way communications such as advertisements or static FAQ pages.

How can I train my team to use concrete language?

To train your team in using concrete language, provide examples contrasting vague and specific phrasing, conduct role-playing scenarios for practice, audit existing scripts for vague expressions, and monitor customer feedback to assess improvements in satisfaction.

Use concrete language to boost customer spending

Ever feel like your customer support team is saying a lot but not really saying anything? Turns out, how you phrase something matters as much as what you say.

Specific beats vague every time

Here’s the quick fix: Train your team to swap vague phrases like “Let me check on that” with concrete ones like “I’ll find out if that sweater comes in medium.”

Sounds simple, right? But research backs this up: Firms using concrete language saw customer satisfaction jump 9% and customer spending climb by a cool 13%. That’s not just a win—it’s a touchdown.

Why it works 🤔

Using clear, specific language makes customers feel like you’re paying attention. And when people feel heard and valued, they’re more likely to stick around (and spend more). It’s human nature.

Think about it. Would you rather hear:

“Let me see if we can upgrade your subscription”
“I’ll check if upgrading to Pro is available for you”

The second one hits differently, right? It feels personal, like you’ve got their back.

Where to use it ✅

The beauty of this tip is it works everywhere your team talks to customers:

Live chat: Swap “We’ll look into it” for “We’ll find the delivery date for your order.”
In-person: Skip “I’ll check on that” and go with “I’ll see if the black shoes are in stock.”
Email: Replace “I’ll review your request” with “I’ll confirm if this fits your warranty.

What to watch out for ⚠️

This trick only works in back-and-forth interactions. So it’s perfect for chats, calls, or emails but won’t have the same punch in one-way communication like ads or your FAQ page.

Also, don’t overdo it. Being clear doesn’t mean overloading with details no one asked for. Keep it relevant and focused.

How to make it happen 🎯

Here’s how you can roll this out today:

Train your team: Share examples of vague vs. specific phrasing. Role-play common scenarios so they can practice.
Audit your scripts: Look at canned responses or call center scripts. Spot vague phrases and tighten them up.
Monitor and tweak: Collect customer feedback to see if satisfaction scores rise. If they’re loving it, you’re on the right track.

A little effort goes a long way. Train your team to talk like they mean it, and watch your customers respond with loyalty and cash.

Simple tweaks, big wins. Go crush it this week!