Consequently, itâs not enough just to listen. To make people feel heard, we have to show them that we listened. We have to respond in a way that demonstrates that we attended to and understood what they said.
And this is why concrete language is so valuable. A customer service representative may have paid attention, and understood the problem, but without some outward signal of understanding, there is no way for the customer to know.
Concrete language provides that signal. Using specific, concrete language shows that rather than just going through the motions, someone went to the effort to attend to and understand what was said. Or, said differently, to listen.
Concrete language boosted customer satisfaction, and purchase, because it showed customers that employees were listening to their needsâŚ
So while attending to and understanding needs are key facets of listening, using concrete language takes it one step further. It shows listening.