Recorded Webinar: The Right Words and Phrases to Use With a Customer


We all know that the words that we use and the phrases that we say can have a massive effect on customer service.

In this webinar we look at the best words and phrases to use to increase customer satisfaction.

In our webinars, you also have the opportunity to share tips and ask questions of the audience and other attendees.

Topics Discussed

  • The importance of knowing what ‘good’ vs. ‘very good’ sounds like to a customer
  • Use of CSAT/NPS and speech analytics to understand how to increase customer satisfaction
  • Quality scoring to support increased customer satisfaction
  • The value of increased customer satisfaction on the company bottom-line: Customer Lifetime Value (CLV)
  • The Emotional Experience
  • Empathy Statements
  • Positive words and phrases
  • Delivering an enthusiatic welcome
  • Building connections with callers
  • Phrases to show and agent is taking ownership of a problem
  • Spotting the amount of silence on a call


John Jacob - Headshot
John Jacob
Vocal Insights Ltd

Valur Svansson - Headshot
Valur Svansson
IP Integration

Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

Author: Rachael Trickey

Published On: 31st Jan 2017 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars, ,

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