Home Alliance
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Product Fundamentals
Lesson 4 of 4 8 min 60 XP

Approved Terminology

Learning objective

Consistently use approved Passport language and brand voice.

Why this matters

Language is the product experience for most customers.

When words differ between employees, the brand feels improvised and trust drops.

Approved terminology makes every conversation sound like one company.

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Language

Always say / avoid saying

Always say
  • Passport
  • Membership
  • Preferred
  • Support Hub
  • Protection Center
  • Home Profile
  • Home Health Score
  • Membership Concierge
  • Home Account Manager
  • Personal Home Manager
Avoid saying
  • Subscription
  • Premium
  • Get help
  • Portal
  • Home Alliance Passport (inside product)
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SubscriptionMembershipPremiumPreferredGet helpSupport HubPortalHome Profile
Replace the habit word with the approved word.
Brand rules

Sentence case

No shouting caps. Headlines read like sentences.

Professional

Precise, accurate, never casual filler.

Calm

No urgency pressure, no countdowns.

Residential

Speak about homes, not accounts or units.

Premium

Restrained, confident, uncluttered.

Discreet

Never mention Home Alliance unless the customer asks.

Support roles

Who supports the customer

Membership Concierge
Who it servesCustomers across membership tiers.
What to say“Your Membership Concierge can take care of that.”
Home Account Manager
Who it servesPreferred members — dedicated concierge.
What to say“Your Home Account Manager handles this personally.”
Personal Home Manager
Who it servesSame premium service, alternate name.
What to sayUse whichever name the customer already heard.
In the real world
C
“Is this the premium subscription I signed up for?”
“You're on the Preferred membership, and Passport is where you'll see it — your Home Profile, documents and your Membership Concierge.”
E
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Interactive

Terminology flashcards

Card 1 / 70 known
Exercise

Rewrite in Passport voice

Rewrite in Passport voice

CLICK HERE TO SCHEDULE YOUR HVAC MAINTENANCE NOW!

Sentence caseNo urgencyResidentialCalm
Reminder
Customer communication rule
Employees never mention Home Alliance unless a customer specifically asks.
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Check your understanding

0 / 3 answered
Question 1 · Multiple choice

Which sentence uses approved language?

Question 2 · Multiple choice

Rewrite: “CLICK HERE TO SCHEDULE YOUR HVAC MAINTENANCE NOW!” — best Passport voice?

Question 3 · True / False

Membership Concierge and Home Account Manager describe two unrelated services.

Golden rule

Consistency builds trust.

Every employee should speak the same Passport language.

Accomplished

You can now…

  • Use approved terminology
  • Avoid off-brand words like subscription or portal
  • Write in calm, residential, sentence-case voice
  • Name the right support role for the customer
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