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You see, just because a potential customer says “No!” – it doesn’t mean that they’re not interested in doing business with you. The real reason could be: “I’m interested, but the timing’s not right.” “We’d love to, but we’re waiting to make a new hire.”
- “I Can’T Help with that.”
- “You Misheard me.”
- “I Don’T know.”
- “I Don’T See Your Account Information in Our Database.”
- “Calm down.”
- “Uhh,” “Umm,” and The Like
- “That’s Just A Glitch.”
- “Let Me Put You on hold.”
- “That’s Not Our fault.”
- “What You Should Have Done was…”
This statement is a common one—after all, there may be many problems someone calls with that a particular agent, or even your company in general, can’t help with—and yet, saying so directly is negative phrasing and creates a dead end in the conversation. Instead, say what you can do. For example: “I’d love to help with that, let me _______” You may...
Avoid directly blaming the customer for any miscommunications or problems. While you might feel the customer is at fault, they are almost certainly less knowledgeable and familiar with the product or service than you are, which means they are at a disadvantage when it comes to communicating about the situation. Instead, clarify both what the custom...
While agents can’t know the answer to every question immediately, saying so directly can make agents seem untrustworthy. Instead, build up customer confidence and trust by demonstrating that you’re committed to getting customers accurate facts and double-checking solutions. For example, instead of just saying, “I don’t know,” you could say: “Let me...
If you have a modern CRM and call center software, this shouldn’t be happening often. If it is happening frequently, it’s time to consider upgrading your call center software so you can keep customer information and data updated and easily accessible to all agents. An outsourcing team like Global Responsecan take care of this migration for you so t...
Telling someone to calm down rarely has the intended effect. Similarly with phrases like, “No need to get so worked up about it,” or “I don’t understand why you’re so frustrated.” These customer service phrases shut down the connection between you and the customer, and demonstrate to them that your brand doesn’t care about how they feel. Instead, l...
These normal vocal pauses are common in everyday speech, but in customer service, they can insinuate a lack of confidence. When speaking with customers, agents should be careful to avoid these types of pauses and instead speak confidently and clearly. If agents need to pause to collect their thoughts, simply pausing for a moment or saying something...
While there may very well be glitches or bugs in your product from time to time, stating as such can discredit your own product—so be careful to have agents stay away from this. It can also make customers feel that their problem is minimized by blaming an unpredictable product. Instead, try to say something like: “Hmm, this definitely does seem lik...
While it’s often unavoidable to put a customer on hold or double-check something for them, it’s essential to avoid giving vague or unclear information to customers. Set expectations clearly by giving the customer an understanding of (a) what you’re going to do while you put them on hold, and (b) approximately how long the hold is going to take. For...
While this statement may very often be true, it doesn’t help anyone. Not only will it upset customers—who are expecting you to take responsibility for, and solve, their problems—but it will also make your brand seem irresponsible and defensive, which is bad for customer satisfaction and brand perception. Instead, say something like: “I’m so sorry t...
Blaming the customer for the problems they’re experiencing is never productive. While the customer may have made a mistake or contributed to the problem they’re now experiencing, centering their faults or responsibility in the problem rather than emphasizing the current solution doesn’t help build trust or loyalty. Instead, it mostly breeds resentm...
Sep 9, 2016 · You greet your customer, who expresses an interest in your offering. You put your best foot forward with a first-rate sales presentation. You move toward the close, fully expecting to hear...
Some of these situations can be difficult to find the right words for to get your point across, while still being polite. That’s why we’ve rounded up a list of 11 common customer service phrases you can employ to deal with difficult situations. We’ve added tips and tricks so you can make them your own. Please feel free to use any of these ...
- “Happy to help!” Not every customer will tell you that they are walking away unhappy — in fact, few will. So it's important to make sure that the customer leaves satisfied.
- “I understand how (blank) that must be.” When you say, "I understand how (blank) that must be," the word you use to fill the blank will greatly affect the tone of your message — one that is obviously being used with an upset customer.
- “As much as I’d love to help ...” There comes a time when the only answer is “no.” Some requests just aren’t feasible. While some hand-holding is fine, it can do more harm than good if it leads to stringing a customer along.
- “Great question! I’ll find that out for you!” Not knowing the answer to a question is a difficult scenario for anyone to be in, especially if you are new.
Oct 5, 2018 · The Words and Phrases to Use — and to Avoid — When Talking to Customers. The key to any successful relationship is effective communication. In the business world, this means trying to ...
People also ask
What if a customer misunderstood you?
Why do customers say 'I will see what I can Do'?
What should a customer say if they don't know the answer?
What happens if you say 'no' to a customer?
Are repeatable phrases good for customer service?
Should you tell a customer no?
If the customer misunderstood you, don’t respond with, “I didn’t say that” or “No, you heard me wrong.” This can make them feel uncomfortable and defensive, so these are all customer service phrases to avoid when communicating with clients.
