Cut Out The Jargon

If you want to simplify communication with your customers, cut out the jargon.

While a certain level of jargon is unavoidable (e.g. for product names like ISAs or for Government Regulations), it generally gets in the way of clear communication.

A good way to cut out jargon is to add jargon words onto the call scoring sheets. You then take off a couple of points for every piece of jargon.

But it may not be just the advisors who speak jargon. At one call centre I heard about, whenever somebody spoke in jargon, the call centre manager replied to them in French!

Published On: 6th Jan 2015 - Last modified: 7th Jul 2017
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