All businesses experience situations where their service hasn’t been delivered smoothly to a customer. While every effort should be made to prevent these circumstances from happening, it’s inevitable they’ll occur from time to time. What’s important is how they’re dealt with and communication is key in turning an unhappy customer into a loyal one.
Excellent customer service is so powerful that the right support can result in more loyalty than if nothing had gone wrong in the first place. With so many channels now available for individuals to get in touch, it’s vital all company representatives are aware of how to deal with complaints and achieve successful outcomes every time.
As well as training customer service agents on what to say, they should be made aware of negative words to avoid too. A representative’s bad day should never lead to bad customer service, as each interaction feeds into the overall customer experience, leaving them with their impression of your business.
Customer service phrases to avoid
When it comes to what not to say to customers, here are the top eight:
1. I don’t understand
The role of a customer service agent is to facilitate communication and resolve situations. Saying “I don’t understand” is likely to frustrate the complainant and suggest the employee isn’t trying to see things from their point of view. By asking clarifying questions, the agent can help elicit the information that’ll lead to a better understanding.
Try this instead: “Please can you be a bit more specific, so I can gain a better understanding of the issue?”
2. Calm down
“Calm down” are the ultimate customer service trigger words that are least likely to diffuse a situation. They suggest the complainant is overreacting and that they’re not justified in how they’re feeling, which doesn’t lead to harmonious relations between them and your business. The best way to deal with a distressed customer is to listen attentively and solve their issue.
Use this phrase as an alternative: “I understand your frustration. Let me help you with this immediately.”
3. I can’t help you with that
Most companies have processes in place that mean different departments deal with various issues, but no customer wants to be told they’ve come to the wrong place. After all, the customer service agent should be looking for solutions, not ways to shut down the complainant. Restrictive policies that prevent staff from being empowered to deliver good customer service will work against your business.
Say this instead: “I’ll direct you to someone who can help you with that.”
4. I can’t find your account
Nothing indicates to an individual that they’re not a valued customer more than saying you can’t find a record of them on your system. Excellent customer service requires a joined-up approach, backed up by the right infrastructure. This means any information about an issue supplied by the customer should be accessible to all departments at any time so they’re not repeating themselves with each interaction.
What to say: “Please can you answer a few security questions so I can access your account?”
5. You should have…
Remember to portray the idea that the customer is always right and don’t place the blame for an issue with them. A lot can be learned from a customer’s actions or failure to act that may suggest they hadn’t been properly informed, but the most immediate priority should be to resolve the situation. If you need them to complete a step before things can move forward, explain this to them clearly and calmly.
Use this phrase: “To move forward, we must…”
6. It’s not my fault
Customer service agents can feel like they’re in the line of fire when complainants take their frustration with the company as a whole out on them. In some cases, this can even get abusive, but as the representative who has been tasked with communicating with the customer, it’s important not to escalate the situation further. While an attack can seem personal, a professional must not take it that way.
A good option could be: “Based on what you’d said, the issue seems to be…”
7. You’re the first person to complain
Suggesting there haven’t been any other complaints is another way of placing the blame on the customer. While it could be true that nobody else has experienced a problem, it doesn’t mean this individual’s issue is invalid. It’s not up to the customer service representative to make them prove there’s a problem, only to find a solution to it.
Say this instead: “Thank you for bringing this to our attention.”
8. You’re wrong
Telling a customer that they’re wrong in these exact words or others that equate to the same thing is a definite example of bad customer service. Turning a complaint that seems unreasonable into a positive action can be challenging, but it’s necessary to prevent both sides from becoming stuck in a situation with no way out.
Try this alternative: “Let’s look into what went wrong.”
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