Customer Service Phrases To Prevent Flash Points
In my younger days I was in sales and the one thing to this day I hate is bad customer service, inexperienced, nervous sales people can sometimes make the situation worse.
Here are a few customer service phrases that will reduce the number of flash points that you have, and will overall improve your customers experience which is what breaks or builds any business.
1. "Let me look into that"
This is too vague, and makes the customer feel put off. Instead, provide a clear plan of action, and when the customer can expect a solution.
What to say instead …
“I’m going to do some more research. I will call you back with a solution by 3pm today”
2. “Unfortunately no”
There’s always a better way to say no, besides just saying no. When people hear “no” they instantly tune you out.
What to say instead …
“Although we can’t provide that here’s a better/similar option”.
3. “There’s nothing I can do”
There’s always something you can do, even if its offering a listening and understanding ear.
What to say instead …
“I understand your frustration, what can I do to help?”.
4. “Let me correct you on that”
This statement makes you sound like you are on the defence, which automatically sets you up to be the bad guy.
What to say instead …
“Let me just confirm what i understand, to ensure we are on the same page”
5. “They’re must have been a miscommunication”.
This is a passive aggressive way of placing the blame back on the customer. It will escalate the situation and does nothing for problem solving.
What to say instead …
“we seem to have our wires crossed, now i understand what you need let me see how i can help”
6. “I’m sorry”
If you made an honest mistake, apologise. But don’t use this as a filter for effective communication. Instead, work towards a solution.
What to say instead …
“I apologise you had to experience this, but don’t worry, we’ll make it right”.
7. “I Have another call coming in, can you hang on?”
Avoid this whenever possible, as it makes the customer feel like his or her problem doesn’t matter.
What to say instead …
“If you don’t mind, I’m going to put you on hold while I get the information I need”.
8. “I don’t have any record of your purchase/account”
This statement will easily make the situation 10 times worse.
What to say instead …
“Did you order under a different name/address/phone number? While I look for your account, how can I help you today?”
9. “That’s not something I can do”.
If a solution is outside your scope of involvement, quickly send the call to a superior.
What to say instead …
“I can’t make that call, but I know my supervisor will be happy to help. Let me transfer you right now”.
I hope you have enjoyed reading this article and if you require anymore info or are looking for funded training please get in touch.
Here are a few customer service phrases that will reduce the number of flash points that you have, and will overall improve your customers experience which is what breaks or builds any business.
1. "Let me look into that"
This is too vague, and makes the customer feel put off. Instead, provide a clear plan of action, and when the customer can expect a solution.
What to say instead …
“I’m going to do some more research. I will call you back with a solution by 3pm today”
2. “Unfortunately no”
There’s always a better way to say no, besides just saying no. When people hear “no” they instantly tune you out.
What to say instead …
“Although we can’t provide that here’s a better/similar option”.
3. “There’s nothing I can do”
There’s always something you can do, even if its offering a listening and understanding ear.
What to say instead …
“I understand your frustration, what can I do to help?”.
4. “Let me correct you on that”
This statement makes you sound like you are on the defence, which automatically sets you up to be the bad guy.
What to say instead …
“Let me just confirm what i understand, to ensure we are on the same page”
5. “They’re must have been a miscommunication”.
This is a passive aggressive way of placing the blame back on the customer. It will escalate the situation and does nothing for problem solving.
What to say instead …
“we seem to have our wires crossed, now i understand what you need let me see how i can help”
6. “I’m sorry”
If you made an honest mistake, apologise. But don’t use this as a filter for effective communication. Instead, work towards a solution.
What to say instead …
“I apologise you had to experience this, but don’t worry, we’ll make it right”.
7. “I Have another call coming in, can you hang on?”
Avoid this whenever possible, as it makes the customer feel like his or her problem doesn’t matter.
What to say instead …
“If you don’t mind, I’m going to put you on hold while I get the information I need”.
8. “I don’t have any record of your purchase/account”
This statement will easily make the situation 10 times worse.
What to say instead …
“Did you order under a different name/address/phone number? While I look for your account, how can I help you today?”
9. “That’s not something I can do”.
If a solution is outside your scope of involvement, quickly send the call to a superior.
What to say instead …
“I can’t make that call, but I know my supervisor will be happy to help. Let me transfer you right now”.
I hope you have enjoyed reading this article and if you require anymore info or are looking for funded training please get in touch.
