Search results
Feb 23, 2023 · The dirty dozen: 12 customer service phrases to avoid (and what to say instead) One or two negative phrases can quickly shift a conversation and result in an escalation. Here are customer service lines to avoid awkward interactions and dissatisfied customers. 1. “I don’t know.”.
Example 1: “I’m sorry to tell you this, but unfortunately, that’s not something we’re able to do. I understand how important this is for you. If there’s anything else we can do to help, please let me know.”. Example 2: “I understand how you feel and apologize that we’re not able to fulfill that request at this time.
- “I can’t help with that.” 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.
- “You misheard me.” 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.
- “I don’t know.” 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.
- “I don’t see your account information in our database.” 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.
The best thing to do in these situations is to be upfront about what you can and can’t do for them, and try to offer other solutions. Using your experience and engineering skills will make it a win-win for you and your customer. Use Positive Language. Offer a workaround. Explain your reasoning.
- Thank them before responding. First thing's first: You should always thank customers for wanting to do business with you. It's very kind of them to trust your business over others.
- Lead with empathy. Besides showing gratitude, it's important that your customer service representatives and success managers lead with empathy. These situations should be handled on a human-to-human basis.
- Be transparent about why you can't fulfill their request. Don't sink to lies and false excuses for why you're saying no. Instead, just be honest. Admit that their request can't be fulfilled at this time and explain why that is the case.
- Provide alternative options. It's helpful to give the customer another option if you can't fulfill their request. Begin with offering other services that your company can provide and see if you can create a workaround to achieve their goals.
Jul 8, 2024 · Nothing delivers quite like consistently delightful communication. Use these 12 customer service phrases to improve almost all of your support interactions. 1. “Happy to help!”. Not every customer will tell you that they are walking away unhappy — in fact, few will.
People also ask
What should a customer say if you can't do something?
What are the best customer service phrases?
Should you use a 'helpful customer service' phrase?
Do you have to say Perfect Phrases for customer service?
Do you use the right customer service phrases?
What if you say no to a customer?
Jan 16, 2024 · Here, we'll delve into the common customer service phrases you should avoid to maintain and enhance your customer rapport. Firstly, never tell a customer, 'That's just the way it is.'. This dismisses their concerns and indicates a lack of willingness to assist. Similarly, avoid using 'That's not my problem.'.
