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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 phra...