# 78 - How simple words can remove customer friction

The power of very simple changes to your language to the customer experience How do you use words to remove customer friction in service  In service recovery - How to Say Sorry less, apologize more What are the steps in actually getting forgiveness when your brands screw up How do you use words to reduce turnover Where do you start? Contact Krister - https://www.linkedin.com/in/kristeru/ on Twitter: @meetkrister