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Feel free to browse the archives for even more insight into customer service and support. The Kansas Employment Security Law requires employers to pay taxes to fund all eligible regular unemployment benefits. This post originally appeared on my personal website,. Working on getting rid of words like “actually” and “but” help us to get closer to living that principle every day.Īny other words you strike from your customer service (or general life) vocabulary? I’d love to hear them in the comments or at :) The main principle behind our tone is this: To the customer, our language and tone say: I am grateful for you. You can see more examples in the tone guide we recently published describing how we write for our customers in emails, on Twitter, with product messages, at our blog, and everywhere else we might interact. Sentence 2: I really appreciate you writing in! Unfortunately, we don’t have this feature available.įeel different? When I substitute my “buts” for exclamation points, I feel so much happier with my message. Sentence 1: I really appreciate you writing in, but unfortunately we don’t have this feature available. While I’m at it, I try to get rid of the “buts” too. It’s amazing how much brighter my writing (and speaking) gets when I go through and lose the “actuallies.” But Sure thing, you can do this under “Settings!” :)Ĭertainly, there are other differences between those two sentences besides the word “actually.” We try to aim for the second one at Buffer for several reasons.īottom line is, if customers take time out of their lives to ask us a question, thus teaching us about areas of confusion in our app, we’d love if they never have any occasion to feel stupid, or wrong, or corrected.
It almost doesn’t matter how good the news is if it comes after “actually,” I feel like I was somehow wrong about something.Ĭonsider these two sentences: Actually, you can do this under “Settings.” At Buffer, we have found that there is a small band of words that takes away from your message, and “actually” is their leader. This has been remarkably hard to do, and I still have to struggle not to let it past my lips or fingers. One of my favorite “happiness hacks” has been to attempt to remove the word “actually” from my vocabulary.
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