Monthly Newsletter
Online Newsletter for Call
Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume XXII, Issue 8
Date: August 1, 2011
-
Common Phrases That
Irritate
You may want to ditch your
traditional service scripts. Customers are equally irked by three of the most
frequently-used customer service phrases.
The Internet generation is particularly put off by not getting a quick
answer; people 50 and older are grimacing over hold music.
|
Common Phrase |
General Population Most |
Most Irritated Group |
|
"We're unable to answer
your question. Please call
xxx-xxx-xxxx to speak to a representative from xxx team." |
27% |
People age 18-29: 32% |
|
"We're sorry, but we're
experiencing |
27% |
People age 50+: 34% |
|
"Your call is important
to us. Please continue to hold." |
26% |
People age 50+: 29% |
Source:
2011
American Express® Global Customer Service Barometer
Survey
I don’t find my favorites here. They are:
“Please listen carefully as our options have changed.”
“Please press 1 for this” and the numbers go up to 9 – by then I forget what the first ones were!
We love to hear from you. Please email
me
rosanne@human-technologies.com
your comments, feedback, questions, your own experiences, or topics you’d like
to see covered in future newsletters.
© 2011 Human Technologies Global, Inc. All rights reserved. http://www.human-technologies.com