Word Choice in Communicating with a Customer as a Call Center Agent


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question 1 of 3

All of these are examples of negative word choice EXCEPT which?

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1. Call center agents should focus on _____ language such as ''can,'' ''will'' and ''do.''

2. Using the right language in a call center is important for which of the following reasons?

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About This Quiz & Worksheet

Test your understanding of word choice in call center communication with this convenient quiz and worksheet. The quiz requires you to know why it's important to use the right language and tone when communicating with customers.

Quiz & Worksheet Goals

You'll be tested on the following:

  • Different examples of negative word choice
  • Type of language that call center agents should use
  • Why it's important to use the right language in a call center
  • What may happen if a negative tone is used during a customer service call
  • An appropriate phrase to use with a customer exchanging an item for a new size

Skills Practiced

  • Information recall - access the knowledge you've gained about the importance of using the right language in a call center
  • Knowledge application - use your knowledge to answer a question about a phrase to use when a customer is exchanging an item purchased
  • Interpreting information - verify that you can read information about avoiding negative words during call center communications and interpret it correctly

Additional Learning

Keep learning about this topic with the lesson titled Word Choice in Communicating with a Customer as a Call Center Agent. Here's a quick look at what's covered:

  • Examples of phrases that should not be used
  • An overview of both negative and positive tone
  • The possibility of words being misconstrued