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Ever been told âyour call is important to usâ, only to end up being placed in a half an hour queue for an operator?Â
Or have you met with the phrase âyou are currently fifth in the queueâ and are left hanging for hours?
The team at Londonoffices.com have compiled the list of 10 call centre phrases that are most likely to see callers blow a fuse when left waiting on the end of the line.
Among the phrases that are most likely to drive customers up the wall are âbear with meâ, âyour call is important to usâ and âthatâs not something I can doâ.
Being left in queues for extended amounts of time is enough to send even the calmest of people into a fit of rage, and phrases such as âexcuse me whilst I put you on holdâ, âyou are currently fifth in the queueâ and âyour call important to usâ only add to a callersâ annoyance.
Even phrases from customer service staff that are apologetic can bring up feelings of anger, with âapologies about the waitâ and âIâm sorry, could you please repeat that?â also making it into the dreaded top 10. Â
The other phrases to make the list of phrases are âwould you like to leave a voicemail?â and âsheâs currently tied upâ.Â
Chris Meredith, of Londonoffices.com, said: âEveryone has to occasionally call a customer service centre, and although the staff we speak to are calm and polite it doesnât stop us from getting frustrated by how tedious the call can be.
âIt doesnât matter how well your day is going, the moment you hear an automated message telling you how important your call is, only moments later to say that youâre still 30 minutes away from speaking to someone, you canât help but burst a fuse.Â
âEven if the staff on the end of the line are helpful and friendly, if you are left on hold for half an hour listening to how youâre still eighth in the queue youâre certain to end up seeing red.
âPhrases like âcan you please repeat that?â or âsorry about the waitâ can be said as sincerely as possible, and yet somehow the process of having to wait for an eternity on the phone turns them into phrases that border on feeling mocking. Â
âJust remember that call centre staff understand your frustrations, and no matter how many times you get passed over to another department or put on hold that you should always try to remain patient and polite with them.â
In no particular order, these are the 10 worst call centre phrases, according to Londonoffices.com.
- Bear with me
- Sheâs tied up
- Would you like to leave a voicemail?
- Our calls are recorded for training and monitoring purposes
- You are 5th in queue. Sorry we are experiencing high volumes of callers at this time
- Excuse me whilst I put you on hold
- Iâm sorry, could you please repeat that?Â
- Your call is important to us
- Sorry about the wait
- Thatâs not something I can do
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