Phrasing Matters

Phrasing Matters

Have you ever noticed the subtle differences between how employees ask you questions at different businesses? Servers at one restaurant versus another, for example? The differences can be subtle, but those differences matter! The words you say can be the difference between a satisfactory and an amazing customer experience. Think about the words and phrases you use in your business every day—are there ways you could rephrase those to communicate better and create a better experience?

Learn more in this week’s video:

About the author

Shep Hyken

Shep Hyken is the Lecturer of Customer Experience for the Tarkenton Certificate in Entrepreneurship and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to

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