In our pursuit of delivering exceptional customer experiences, it's imperative to recognise the significance of selecting our words thoughtfully. The following guidelines are intended to enhance the tone of communication, fostering empathy and elevating the standard of our interactions with users.
Good Response | Standard Response | Poor Response |
| For the quickest resolution, I would request you to … | Kindly reach out to the relevant bank since it's an issue on their end. | There's nothing we can do to help you with this. |
| We apologise if you feel this way! | We understand your concern and are working on it..... | Yeah we know, we're not good enough. I'm the slowest person on my team |
| We're checking some details and will get back to you shortly/in a moment | Let me look into this and get back to you | We'll get back to you / We'll let you know |
| Although, we cannot provide that, here's a better option or we'll provide this in the future | Unfortunately, no we cannot... | We can't do anything in this regard. That's all we could do |
| I must not have explained that correctly, let me explain again | Let me explain this further | Let me correct you on that |
| Did you use a different number or email address for your account? | We don't have any record of this number/email address | We're unable to find any details |
| We'll definitely help you with this and get this fixed as soon as possible. | We've never had this issue before | This might be the problem. This could be an issue |
| Hi {First Name} | Hi, Hello, Hi there | No greeting Hi {Last Name,} |