Skip to main content

5 Customer Service Phrases to Avoid (and What to Say Instead)

In May of 2018, Barbara Carroll ordered three cartons of toilet paper from Amazon. The order total: $88.17. The shipping charges? $7,455.


Carroll wasn't overly concerned, as Amazon typically takes great care of its customers. But in this case, Carroll complained to Amazon six times and even wrote a letter to CEO Jeff Bezos. After every complaint, she received a form letter explaining a refund was impossible because the delivery arrived on time and undamaged. It wasn't until Carroll notified a local television station (and the story went viral) that Amazon took action. Months later, she was finally reimbursed.


While this case is extreme, every company has its share of customer service flops. In some situations, the problem is no communication. In other cases, it's inconsiderate attitudes.


Want to steer your team toward positivity? Here are five customer services phrases to avoid.


1. "No" (or) "I can't help you with that."


Even if a customer makes an impossible request, it's your responsibility to care for them and to steer them toward a solution.


Alternatives to try:


"This feels like an issue which might be out of my control, but let me double check . . ."


"That's not my area of expertise, but I want to connect you with someone who can help."


2. "I don't know" (or) "You need to check with someone else."


If you can't solve a problem, be as helpful as possible. Rather than abandoning someone mid-stream, work with them to find an answer.


Alternatives to try:


"I don't know, but I'll find out."


"I'm not sure, but I'd be happy to look into that."


3. "Ok, calm down."


When diffusing a tense situation, telling someone to calm down usually frustrates them more. Instead, communicate empathy and turn the focus from the problem to the solution.


Alternatives to try:


"I understand how this must have upset you, and I'll get on it immediately."


"That would frustrate me too."


"I'm sorry for this inconvenience. Let me help you with that right away."


4. "I don't understand the issue."


People who are upset find uncertainty even more frustrating. If you're struggling to connect, clarify the issue or soften your request.


Alternatives to try:


"OK, so let me clarify…"


"What I'm hearing is [ISSUE], is that correct?


"If it's not too much of a problem, I would ask you to be a bit more specific…"


5. "I'm going to put you on hold."


Time is valuable, so don't assume you can extend a service call without asking permission. If you do have someone hold, check back with a status update if they've waited longer than two minutes.


Alternatives to try:


"I understand your issue and if it's ok, I'm going to ask you to hold on while I check on a solution."


"The problem you're describing is rather peculiar, so if you have a minute, I'd like to put you on hold while I check with my supervisor."


"I'll get right on it. If it's ok, I'd like to look into this today and call back to you once I resolve this."


Ultimately, customer service is not about the right words but the right attitudes. Remember, the biggest customer service frustration question is "why isn't this as important to you as it is to me?" As you handle issues, address the person behind the problem. Communicate with compassion, empathy, and enthusiasm, and you will find your way through many sticky situations.

Comments

Popular posts from this blog

Why Custom Notepads are a Perfect Promotional Tool

Want to give your business a gift that keeps giving? You can do this by giving gifts to other people. According to the ACI 2019 Impressions study , promotional products bring some of the highest rates of return on advertising, trumping all other forms of media. Consumers surveyed said they were nearly 2.5 times more likely to have a favorable opinion of promotional products compared to online advertising, and consumers under 55 preferred a promotional product message over EVERY other advertising medium (including print, online, or traditional mass media). Data shows the average household in the U.S. owns 30 promotional items, which means if there are 120 million households in America, over three billion company logos are floating around at any moment! Looking for a fun but practical promo gift for your clients and prospects? Custom printed notepads are a great, economical option. Notepads are designed for utility and flexibility, meaning people can take them anywhere and will cer...

How to Prepare Large-Format Projects for Print

When you want to flaunt your finest, large-format printing can make an oversized impact! Large-format printing includes products printed at a length of 18-100 inches with a minimum width of 60 inches. Some of the most popular items include posters, window graphics, yard signs, vehicle wraps, vinyl banners, media backdrops, and more. While large-scale graphics are stunning, these projects require special preparation, so these images remain vibrant and sharp when stretched to larger-than-life proportions. If you plan to go BIG, here are some factors to consider. Communicate from the Start When diving in on a large-scale printing, create a detailed brief and use this to speak to your printer as early as possible. Try to include everything from the size, design, materials, and deadlines. Your printer will work with you to be sure your ideas are achievable, and the timeline is realistic. Set Appropriate Image Specifications As you connect with a printer, be sure your images ...

Create Connections and Build Your Business Through Networking

Networking is an invaluable, inexpensive, and effective tool for building your business. Despite the digital age, people prefer doing business with companies they know and trust. Networking provides potential clients the connection and trust they need to later make a purchase. According to Oxford Economics USA , 80% of professionals find networking essential to their career success. Because of this, 41% want to network more often. Networking may seem daunting, especially for those not naturally inclined to talk with others, but a little uncomfortableness outweighs the benefits. A First and Lasting Impression Before getting started, it’s important to look the part. First impressions are important. After all, people are constantly judging and forming opinions of others. Once the initial opinion is made, it can be challenging to alter it. Before networking, practice creating a good impression. This means focusing on a professional style of dress, creating good posture, pr...