Final answer:
The claim that phrases like "I can" and "we do" should be avoided with customers is false. Positive and clear communication, verified by standards such as those of the FTC, is necessary. Inviting language that fairly represents uncertainty can lead to constructive discussions.
Step-by-step explanation:
The statement that trigger phrases to avoid using with customers are "I can" and "we do" is false. These phrases are often essential in positive customer communication as they express the willingness and capability of the service provider. However, the context of communication is crucial, as factual claims about the product or service should be verified in compliance with the standards enforced by the Federal Trade Commission (FTC). Exaggerated, ambiguous but not false language is allowed in advertising, yet untrue "facts" are not permitted. The maxim Caveat emptor, meaning "let the buyer beware," underlines the responsibility of consumers to scrutinize the advertisements and be critical of the claims made.
Being authoritative or "bossing" people around in the communication is inadvisable. Instead, it is important to represent uncertainty fairly, using language that does not alienate the customer but invites them into a constructive conversation. Using qualifiers like "it seems that," "it appears to me that," or "I may be wrong, but" can take the edge off the message. Using terms like "possible," "likely," "plausible," and "risk" are encouraged to soften the tone yet still express concern effectively.