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Get to the Heart of Customer Service

We were consulting for a client from Latin America whose name was spelled Eugenia. In our one-on-one meetings, one of us kept pronouncing her name “You-Gene-E-Ah” and the interaction felt strictly transactional. She answered the phone one day while we were working together and pronounced her name “O-Hee-Nee-Ya”. We took note. Once we began pronouncing her name properly, our interactions felt much more personal and became productive too. She hadn’t told us that we were pronouncing her name incorrectly… but neither had we asked. Lesson learned.