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Customer Support Technique #35

Plain Language

We often forget that customers don’t have the same knowledge of jargon and acronyms as we do. Translating our technical Language into useful Plain Language helps everyone understand what we are trying to say.

For example, computer technicians might use the term “LCD” to refer to a liquid crystal display monitor with other engineers, but it may prove unfamiliar for many non-techies.

A good technician will catch this and translate it into more familiar terms for customers. The translation might be a computer monitor, which is easier to explain to American citizens or residents.

It’s not just the term you have to explain but what that kanji means as well so make sure prepared before going on a sales call with overseas clients!

The employee may not know what the HR professional is talking about when they use words like 401k, compensation or spousal benefits.

So, the HR employee could replace “401(k)” with “company retirement account.” Additionally, they could replace “compensation” with salary and “spousal benefits” with medical insurance for your wife and children.”

In this revision all terminology is changed to be more understandable for the general audience.

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Customer Support Technique #35

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