Language is an easy-to-use and effective tool, but it is often overlooked in customer service. Individual-first language can help you effectively communicate with each customer, meeting their unique needs.

There are significant neurological and cultural differences between us. As a result, we experience and perceive the world in our unique ways. We have different talents, strengths, challenges, and needs in many areas — such as language and communication.

Some customers find it challenging to read or write messages, others have difficulty understanding idioms and metaphors, while individuals experiencing stress and trauma may struggle with verbal instructions.

Individual-first language helps you communicate with your customers by 1) addressing their individual needs and challenges and 2) utilizing their unique strengths and talents.

Human brains function in many different ways. There are significant neurological differences between us. As a result, we experience and perceive the world in our unique ways. We also have different talents, strengths, challenges, and needs.

Yet, customer service systems and messaging are designed for neurotypical customers with what is considered typical brain wiring. Frontline employees often lack the skills and tools to effectively communicate with and address the needs of neurodivergent customers — individuals whose brains function differently. What percentage of your customers are neurodivergent?

We’re deeply and instantly affected by other people’s emotions, which are expressed in their body language, faces, voices, and behaviors.

Bodily empathy is a powerful capacity that helps us connect with our loved ones, our neighbors, friends, coworkers, and customers. However, it has significant limitations.

What is the difference between empathy, compassion, and altruism?

These are not distinct concepts. Instead, they’re three components of the same process: helping or serving others.

What is empathy? The concept of empathy has been studied by psychologists, biologists, neuroscientists, philosophers, communication scholars, and even marketing experts. There are many definitions and forms of empathy, even within specific academic fields and industries. There is basically no consensus on what empathy is. When scholars or professionals talk about empathy, they often start by defining it.

Instead of selecting just one definition, let’s discuss different forms of empathy and their effectiveness.