Money back is better than a refund
Giving a customer money back is better than a refund.
The more concrete your language, saying “money back” instead of “refund”, for example, the more likely it is you will increase customer satisfaction.
Same with delivering “to your door” rather than “house”, referring to the “navy blue polo” rather than “the top”, and “fixing” rather than “solving” a problem.
Concrete language reduces ambiguity and this specificity helps your customer feel understood.
Yet we often default to vague phrasing.
Why?
Accountability. It feels safer to hedge with ambiguities than make a firm pledge with specifics.
To become more comfortable with concrete communication, we must get over the fear of committing ourselves.
And to do that, we need to trust our people and processes.
Ref: Grant Packard, Jonah Berger, How Concrete Language Shapes Customer Satisfaction, Journal of Consumer Research, Volume 47, Issue 5, February 2021, Pages 787–806
