THE HUMAN CONVERSATION
Specific answers help customers feel heard
“We are dealing with your request” could describe almost anything. A useful answer identifies the actual problem and explains what happens next.
The value of being concrete
Across five studies, researchers examined concrete language in customer interactions. Their research linked specific wording with customers feeling that employees were listening, and with greater satisfaction. Field data included actual spending; controlled experiments also examined attitudes and purchase intentions.
Compare two illustrative replies
A vague reply: “We are looking into your enquiry and will contact you as soon as possible.” The customer cannot tell what has happened or what the next update depends on.
A more specific reply: “I have sent your delivery-address correction to our dispatch team. I will email you when they confirm whether it can be changed.” The action is clear, while the outcome remains uncertain.
Coach the facts behind the wording
For an Icelandic service team, we suggest reviewing three things: what happened, what is being done and what the customer should expect next. Use the relevant booking, item or account detail, and make sure the written follow-up matches the conversation.
The example works only if the action is true and the follow-up can be delivered. Specific language must not turn uncertainty into a promise. If a deadline is unknown, say so and explain what you can check. These are coaching examples, not scripts tested by the researchers. Natural Icelandic and accurate operational detail should support each other.
A PRACTICAL TAKEAWAY
Replace vague reassurance with verified details and a clear next step.
Context and limits
The research is not an Icelandic-language trial. Associations in field data and effects in experiments should not be turned into a promised revenue increase for your business.