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Defusing Tatic # 18: Avoid Hot Words & Phrases

Written by Robert Bacal

Monday, 01 March 2004

There are some words and phrases that have such emotional meaning for people that no matter how nice your tone of voice may be, the customer will hear what you say as insulting or inflammatory.  We use the term hot phrases or hot words to refer to language which should be avoided.  Discover how hot phrases and words can demean the positive content of your message. My favorite examples of hot phrases/words are: "I don't care....." and "....whatever".....For example, you say:  "I don't care if you DID send in your appliction.  I want to help you fill out this new one so you can get your cheque".  What does the customer hear?  "I don't care blah blah blah wallawalla bing bang".  And they don't like it. This is an excerpt from the Defusing Hostile Customers Workbook. For a list of hot phrses and words that should generally be avoided, consult pages 78 & 79.  Also, for more detailed help on defusing customer  hostility click here.