TABOO
WORDS
Unfriendly or
Negative
Friendly or
Positive
Unfortunately …
As
But …
However
I’m afraid I can’t help you
I would like to be able to help you however
I cannot divulge that information
I would like to be able to help you, however,
It is considered confidential
You are through to the wrong department
You have come through to X department and
you would really be best to speak to X
The system is down
We are unable to get at your records right
Now or we have a little hiccup at the moment
Or our systems are being updated ..
I’m sorry to keep you waiting
Thank you for waiting/holding
Sorry we cannot transfer you
The line is engaged at the moment or
I’d like to transfer you, however …
The problem is …
The situation/position/state of play is ..
No problem!
Certainly or you are welcome