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Today’s contact center leaders implement stringent strategies to ensure their teams consistently deliver the best customer experience. From measuring important metrics with real-time dashboards to recording and monitoring processes to ensure compliance, we’re more cautious than ever regarding our service.

While powerful tools like AI-powered suggestions to help guide a conversation and extensive employee training are essential, it’s worth remembering sometimes the simplest thing can still derail an entire customer relationship. The wrong word or phrase is enough to turn a conversation sour instantly, even if the intention behind the utterance was positive.

When training your team and providing them with guidance through regular wallboard alerts, it’s important to focus on pushing the right words and phrases.

Phrases and Words to Change in the Contact Center

Let’s start with fundamental changes to your employees’ everyday language used within the contact center. When communicating with a customer, a phrase we’d typically see as positive and laid-back, such as “no problem,” can have the wrong impression.

Here are some phrases and words you should ask your employees to switch out:

  • No Problem: Although “no problem” seems like a positive affirmative way to say you don’t mind doing something for a customer, it can be problematic. Saying “no problem” may leave your client wondering why they had to contact you about something that shouldn’t have been an issue in the first place. Instead, say “My pleasure” or “I’d be happy to.”
  • Yes, but: Whenever possible, train your employees to avoid the word “but” at all times. This word highlights to your customer that you are unwilling to support their request. Instead of saying, “I can renew your package, but not at the introductory price,” replace it with: “I’d be happy to renew your package with the great renewal price we are offering.”
  • Free: Although people love free things, we also have a habit of associating items you get for "free" with a loss of value. Instead, focus on the item's worth if you give someone something without a fee. For instance, "This comes with a service worth $300 included at no extra charge."

Using Power Words in the Contact Center

Another way to upgrade the vocabulary in your contact center and improve customer experience as a result, is to experiment with power words. Power words are terms that have a significant emotional impact on your audience. For instance, there is a difference between responding that you will do something "now" instead of "soon'.

Some of the most influential power words in the contact center include:

  • Now: It's excellent to reassure your customer that you're taking the value of their time into account. Let them know you're doing something "right now" to help them. For instance, you may say, "What I'm going to do now for you is…".
  • Understand: Customers hate the frustrating feeling of being unable to explain what they need to a contact center or why their need is important. Letting your customer know you understand them is vital in any situation. "I understand your concern…". 
  • Always: The term "always" creates a sense of reliability and confidence. Telling your customer what you'll "always" do for them can improve your relationship. 
  • Best: Another word ideal for emphasizing something, "best," helps you to highlight a solution as being better than any other. It indicates you've considered all the options to deliver the right one. "The best plan for you based on what you've told me is…". 
  • Ready: Customers in any customer service or sales situation like to know they're in control. Asking if they're ready, using the term "ready" can help them feel like they're making the critical decision. "When you're ready, you can share your payment details."
  • Truth: In an age where customers struggle to trust the companies they interact with daily, it's important to highlight your honesty. The word "truth can help to build a sense of credibility. "The truth is this is our best deal."

Speak Their Language

Ultimately, there are a vast number of factors that can influence the experience your customer has when talking to a contact center agent. However, few things are more important than using the right words and phrases. Teaching your agents to use the appropriate language when connecting with your customers could help you to make the right impression.


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