To communicate inclusively with customers, which approach is appropriate?

• A. Use heavy slang and jargon
• B. Use clear language and verify understanding
• C. Use jargon with customers
• D. Speak extremely quickly

Answer: (B)

Inclusive communication means speaking in a way most customers can easily understand and checking that they’ve got the message. Using clear language helps people with different language skills or backgrounds access information and services without barriers. Verifying understanding—asking for a quick recap, offering to rephrase, or inviting questions—ensures the customer truly follows and can speak up if something isn’t clear. This approach reduces confusion, builds trust, and makes service more accessible.

Slang or jargon can leave some customers behind, since terms may be unfamiliar. Speaking extremely quickly makes it hard to process details, especially for non-native speakers or someone who’s multitasking. So, plain language with opportunities to confirm understanding is the most inclusive, effective way to communicate with customers.