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26th July 2016
Considering how many conversations we have with customers, it is amazing how little we think about the words that we use.
Sure, we have the quality scoring sessions to ensure that we used the customer’s name, or that we have used the compliance statements.
But how much effort have we put into considering the power of the words that we use?
In letter or email writing it is all about using simple and clear language. On the telephone it is all about the tone of voice that is used in the conversation.
Cutting across it all is the power of words – words that have an emotional connection.
Here are some links to language that could be used:
The Right Words and Phrases to Use with an Angry Customer
The Top 25 Positive Words and Phrases
Above all, it is about learning the psychology of a great conversation.
Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.
He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.
He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."
Connect with Jonty on LinkedIn
Read more by Jonty Pearce
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24th September 2025
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