In a setting like a bank, it is believed that “the customer is always right”. In other words, since the customers are always right, they are to be held in high esteem. That is, they should be treated in a special way. Therefore, language used by the staff in the customer care service unit ought to be polite in nature and its application when relating with customers. Impoliteness on the part of the customer care representative or staff in a bank could lead to loss of customers. If the customer is not well attended to, he might likely not go back to such bank again. Bad customer service can transmit low sales and loss of customer and business. It is in this regard that they following questions will serve as the statement of our research problem:

1.         In considering customers’ care service language of what importance is pitch or tone of voice?

2.         What words suggest or imply politeness in English language?

3.         How do the staff in the customer care service unit show politeness when dealing with customer?

4.         Are customers satisfied with the way they are being attended to by the customer care representative?