In customer service, the words and phrases agents use can significantly impact a customer's experience. Some phrases can make customers feel unheard, disrespected, or frustrated, leading to a negative perception of the company. To ensure customers remain happy and satisfied, agents must avoid certain phrases that can escalate situations or convey the wrong message.
1. "THAT'S JUST THE WAY IT IS."
Using the phrase "That's just the way it is" can make customers feel dismissed and unimportant. This phrase highlights limitations and what can't be done for customers. Instead of helping, it can make the customer feel like their concerns are not being taken seriously.
Why It's Harmful
- Dismissive Tone: It sounds like you don't care about the customer's problem.
- Lack of Empathy: It shows no understanding of the customer's frustration.
- No Solution Offered: It doesn't provide any help or alternatives.
What to Say Instead
"I understand that this may be frustrating; let me see what options we have to solve the issue you're dealing with."
"I can see why this is upsetting. Let's find a way to fix it."
Always aim to keep the conversation positive and focus on what can be done to help the customer. This approach not only resolves the issue but also builds trust and satisfaction.
2. "I'M SORRY, BUT..."
When a customer hears "I'm sorry, but...", it often feels like the apology is insincere. This phrase can come across as dismissive, making the customer feel that their concerns are not being taken seriously. Avoiding this phrase can help maintain a positive relationship with the customer.
Instead of saying "I'm sorry, but...", try to offer a genuine apology and a solution. For example, you could say, "I apologize for the inconvenience. Let's see how we can resolve this issue together." This method demonstrates understanding and a readiness to assist.
- Why to avoid: It sounds like an excuse and can frustrate the customer.
- What to say instead: Offer a sincere apology and a proactive solution.
A genuine apology can go a long way in mending a relationship with a customer. It shows that you acknowledge their issue and are committed to resolving it.
3. "I DON'T KNOW."
When a customer reaches out for help, they expect the agent to have the answers. Saying "I don't know" can make the customer feel unsupported and frustrated. It's crucial to avoid this phrase and instead offer a path forward.
Here are some alternatives to use:
"Great question! Let me find that out for you."
"I'm not sure at the moment, but I'll get the information and get back to you."
"Let me check with a colleague who might know more about this."
Always aim to provide reassurance and show a willingness to find a solution. This approach helps maintain the customer's trust and confidence in your support.
Avoiding phrases that show a lack of empathy and understanding is key to keeping customers happy.
4. "THAT'S NOT MY PROBLEM."
Using the phrase "That's not my problem" can make a customer feel dismissed and unimportant. This phrase shows a lack of willingness to help and can damage the company's reputation.
Instead, try to show empathy and a willingness to assist. Here are some alternative phrases:
"I understand your frustration; let me see what I can do to help you."
"I'm sorry you're experiencing this issue. Let's find a solution together."
"I can connect you with someone who can help with this."
Always aim to make the customer feel heard and valued. Avoiding these 10 phrases won't get rid of all your customer service woes immediately, but they will prevent a lot of unwanted frustrations.
5. "PLEASE CALM DOWN!"
Telling a customer to "Please calm down!" can often make things worse. It can feel like an attack and damage trust. Instead, try to understand that the customer isn't mad at you: they're frustrated with the product or service, and you're the person to vent to. Keep calm and speak with empathy.
What to Say Instead
"I see where you're coming from. Let me look into this further, and we can discuss it again."
"I understand your frustration, and I'm happy to help."
"I'm sorry that you are experiencing this issue. Let me fix this for you right away."
When dealing with upset customers, it's crucial to show empathy and understanding. This approach can help de-escalate the situation and build a stronger relationship with the customer.
6. "WHATEVER"
Using the word "whatever" in customer service can make it seem like you don't care about the customer's issue. This phrase can come off as dismissive and unprofessional, which is the opposite of what good customer service should be.
Instead of saying "whatever," try to show empathy and understanding. Here are some alternatives:
"I understand your concern."
"Let's see how we can resolve this."
"I'm here to help you."
It's important to remember that every customer interaction is an opportunity to build a positive relationship. Using dismissive language can damage that relationship and make the customer feel undervalued.
7. "TO BE HONEST WITH YOU..."
Using the phrase "To be honest with you..." can unintentionally make customers question your honesty in previous interactions. It's crucial to maintain trust throughout the conversation.
Instead of saying this, try to be straightforward and transparent from the beginning. Here are some alternatives:
"Here's the situation..."
"Let me explain..."
"I want to be clear about..."
These phrases help you communicate clearly without implying that you were not honest before.
Always aim to be transparent and direct with your customers. This builds trust and shows that you value their time and concerns.
8. "IT'S COMPANY POLICY"
When a customer hears "It's company policy," it can feel like they're hitting a brick wall. This phrase often comes across as rigid and unhelpful, making the customer feel like their concerns are being dismissed. Instead of hiding behind policies, try to offer a more flexible and understanding response.
- Acknowledge the customer's concern: Let them know you understand their frustration. Explain the reason behind the policy: Sometimes, understanding the 'why' can help ease their frustration.
- Offer alternatives: If possible, provide other solutions that might work within the policy. Customers appreciate when you take the time to explain and offer solutions rather than just stating a policy.
By avoiding the phrase "It's company policy," you can create a more positive and helpful interaction, making the customer feel valued and understood.
9. "HOLD ON A SEC"
When a customer hears "Hold on a sec," it can feel dismissive and frustrating. Instead, try to be more specific and respectful of their time. 64% of U.S. consumers contacted customer service in 2017, and they value clear communication.
Consider saying, "Would you mind if I put you on hold for a moment so I can dig into this further for you?" This indicates that you are proactively addressing their concern and valuing their time.
Tips for Handling Holds
- Ask for permission: Always ask if it's okay to place them on hold.
- Set expectations: Let them know how long it might take.
- Check back in: If it takes longer than expected, update them on the status.
Keeping customers informed and respecting their time can significantly improve their experience and loyalty.
10. "YOU'RE THE FIRST ONE TO COMPLAIN ABOUT THIS"
When a customer hears, "You're the first one to complain about this," it can feel dismissive and invalidating. This phrase suggests that the customer's issue is unique and possibly not worth addressing. Instead, it’s better to acknowledge their concern and show a willingness to investigate further.
Consider these alternatives:
"Thank you for bringing this to our attention. We'll look into it right away."
"I appreciate your feedback. Let me check with our team to see if we can find a solution."
"I'm sorry to hear you're experiencing this. Let's see what we can do to resolve it."
Customers want to feel heard and valued. By acknowledging their concerns and showing a proactive approach, you can turn a potentially negative experience into a positive one.
Conclusion
The language you use in customer service can significantly impact the outcome. Avoiding certain phrases can help keep your customers happy and satisfied. By steering clear of dismissive or unhelpful language, agents can create a more positive experience for everyone involved. Remember, it's not just about solving problems; it's about how you communicate while doing so. Using empathetic and constructive language can turn a potentially negative interaction into a positive one. Keep these tips in mind, and you'll be well on your way to providing excellent customer service.
One Contact Center
One Contact Center offers call center support and BPO services for small businesses, startups, and international brands. If you’re keen on boosting your customer experience with reliable support services, please, contact us today. We’ll be more than happy to help.
