Call centres are places of tight discipline, where personality is scripted out of existence. Or that's the theory.

However, this is not the case at Kwik-Fit Insurance Services call centre on the Lanarkshire fringes of Glasgow. It seems some local colour has been evident in some of the sales patter with hilarious consequences.

A Lanarkshire colloquialism for brilliant is: "Fantastic, you've won a watch." This it seems can be related to any good experience and does not involve watches or other prizes - its origin is obscure.

So when one customer bought cover from the call centre recently, the salesperson exclaimed: "Fantastic, you've won a watch."

Guess what, the customer waited and waited for a watch that never came. After registering a complaint. The situation was explained and the company sent her a watch as compensation anyway, no doubt creating a customer for life.