When I call an organisation, to a degree I expect the person I speak to use the same language as I do and not to talk down to me. What I therefore dislike is agents/reps who launch immediately into techno babble without checking my knowledge. In addition, many companies use jargon, which can often be relevant to their own company. An example was an airline that asked me for my ‘PNR Code’ when I called to confirm a reservation – “What is a PNR Code?” I asked only to be told, “You know your PNR Code or Record Locator!” Eventually I found out this was my booking reference number! How stupid of me, why didn’t I know that!!! Make a point of ensuring your agents/reps do not talk techno babble or jargon to customers who don’t understand them! Start with a sin list to use on the phone and in e-mail as well as web chat sessions and check for these during quality monitoring!