I received a card during some customer service training seminar or other that I took in the 90's, and for some reason that card has been following me around in my piles of crap for something like 12 years.  So today I'm going to transcribe it here and then burn it, so it can no longer haunt me.   Words to Avoid For Extraordinary Customer Relations   (controlling words) have to I need (want) you to ... You need to ... What's your problem? I can't/you can't Would you mind ... ? I'll try I'm sorry It's just a ... best/worst but required / necessary should / ought to must policy jargon       Words to Use For Extraordinary Customer Relations   Are you willing? Will you? What have you considered? What are the options? Which do you prefer? What are the alternatives? How can it be corrected? How can I help? What do you want me to do? Here are some options I made a mistake I understand I understand you concern I apologize for (specific) however will / willing able unable   Oh look, there is a little copyright statement.  So ... the above is taken from a card copyright 1988 Kaset International, Tampa FL.  I didn't write it, except for the opening blurb.  I have found that many of these words ...