Forbidden Phrases Every Customer Service Professional Needs to KnowCustomer Service Training Resource
September 27, 2012 — 6,675 views
Customers are vital to businesses, and repeat customers are even more important than are new customers. When they keep returning, you have an indication that they like doing business with your company. It does not matter how wonderful your products, services or opportunities are if people will not buy, use or take advantage of them because they do not like dealing with your representatives. Customer service professionals who know how to effectively communicate with clients or customers are extremely valuable assets to any organization.
Following is a list of specific phrases to avoid and alternatives to them.
“That is our policy.” The phrase indicates that you are not willing to look at the issue from the customer’s point of view and will not attempt to resolve it.
“So, what you are telling me is . . .” That alternative phrase lets them know you are listening and trying to understand their problem.
“No problem.” When they hear those negative words, customers feel that they caused a problem.
“My pleasure.” Such words make a better reply to their “thank you” and make customers feel special.
“You will have to.” That phrase implies that the customer will have to look elsewhere or do something additional to receive service.
“I will email you a link to the page on our website that has the answer to your question.” That reply does not make the customer feel responsible for taking the next step.
“I think.” Customers want positive, correct answers instead of guesses.
“I am not sure, but I will find out and let you know.” That response lets customers know that when they get the answers, they will be correct.
“There is nothing I can do.” Such a statement indicates that you are not willing to look for a solution.
“What do you think would be fair?” That question gives customers a chance to help resolve the issue in a satisfactory manner.
“Do you mind if I put you on hold?” Many representatives do not even wait for the customer to answer before hitting the “hold” button. It leaves a customer with no options other than waiting for an unknown time or ending the call.
“I will put you on hold and talk to my supervisor about it if that is alright with you. I will keep you advised every couple of minutes until I get an answer.” The representative should then give the customer a chance to agree to the wait or ask for a return call instead.
When you focus on solving problems instead of diverting them, you will keep your customers happy and have more repeat customers as well.