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Simon Says: Avoid Jargon
by
Elaine Senecal; illustration by Chris Lewis
September 2003
ACD, DID and CRT - just as bewildering as "10-76 with acutely
hypertensive on board experiencing extreme diaphoresis."
How important is it to understand that our clients and their
customers are not equipped with a jargon translator? Jargon is specialized technical, mechanical or other terminology
characteristic of a particular subject or industry.
We strive to present ourselves as professionals on behalf of the
companies or organizations we represent. Using
jargon in conversation with callers is confusing to them and erodes their
confidence in us. Let's not
forget, not all of our clients or their customers have had the opportunity to
step inside a call center and would have no real understanding of the
terminology or technology used. In
the illustration, the representative should have simply repeated to the caller
that he had reached "ABC Books" or the call center name.
Every call could be a potential client or a new customer for our
client. You never know which of
your representatives may be talking to a decision maker who may be evaluating
your services.
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