Customer Service - What Does That Mean?

A colleague grant Packard and i got thousands of customer service interactions whether by phone or over email parsed the language to figure out language that was more impactful. We found this idea of concreteness was really important so to give you an example they rebooked me rather than on direct flight a connecting flight  the afternoon of the next day which was was terrible. It not only shows that someone paid attention to what you said and understood what you said but is going to take action based on it. Because concreteness improves feelings of listening it boosts customer satisfaction and it boosts subsequent purchase as wellWell, like customer satisfaction outstanding okay let's zoom in on another one of the letters in