Communication Code for Customer Service

The Communication Code for Customer Service is a 6-lesson course designed to help representatives maximize their communication with customers.


  • Lesson 1: Emotional Intelligence 101

    This foundational lesson focuses on how the human brain and body handle fears, feelings, and needs. The student will learn about the parasympathetic nervous system, the way a brand’s reputation can impact a customer or client’s perception of them, and why quality customer service is so important beyond the impact it has on the bottom line.

  • Lesson 2: The Do-Not-Say List

    The Do-Not-Say List, is a list of negative words that people should avoid at all costs. The reason the list of words should be avoided is because of how the brain reacts to negative language. When we say a negative word to a customer or client, they’re more likely to become triggered, which pushes us farther away from a solution. This lesson outlines the 6 words on the list (no, not, can’t, won’t, however, unfortunately), and explains why they create stress chemicals in the brain, and offers a few alternative phrases.

  • Lesson 3: Validation Is Non-Negotiable

    Lesson 3 introduces the first step of Mary’s 3-step Communication Code. The lesson explains to the student that every human has a universal emotional need: To feel heard and understood. The first step of the Code works to meet this need by validating what the customer or client is saying.

  • Lesson 4: Plant a Seed of Happiness

    Step 2 of the Communication Code is a simple step that bridges the validation to the solution. This lesson will explain the science behind why only a few positive words, when spoken at the right time, can give a customer hope for a positive outcome.

  • Lesson 5: Action Statement

    Lesson 5 outlines the last step of the Communication Code. This lesson focuses mainly on critical thinking and finding ways to solve customer or client issues without saying “no.” This lesson also explains why the Code is a multistep process. With relevant examples and scripting, this lesson rounds off the course by giving the student confidence that they can solve almost any customer or client problem that presents itself.

  • Bonus Lesson: Communication During a Crisis

    Whether the customer or client is dealing with a small-scale or large-scale crisis, they’ll still be affected to some degree, which will impact how they communicate. This communication barrier can make a representative’s job that much more challenging, especially if they’re not sure what to say and when to say it. The good news is, this lesson will show customer service representatives how to navigate customer or client issues during a crisis. Students will learn the concept of a “feeling question,” which will be a tool they can use to address the elephant in the room and come to a solution with the customer or client.


Additional Learning Materials:

Pro-Tip Guide

Create Your Own Script

The 5-Step Pre-Scripting Process

2:2:2 Challenge

ⓒ Copyright by Mary Shores. All Rights Reserved.