Monthly Newsletter

Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume XXII, Issue

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
Annoyed By This Phrase

Most Irritated Group

"We're unable to answer your question.  Please call xxx-xxx-xxxx to speak to a representative from xxx team."


People age 18-29: 32%

"We're sorry, but we're experiencing
unusually heavy call volumes. You can
hold or try back at another time."


People age 50+: 34%

"Your call is important to us. Please continue to hold."


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  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.

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