Customer service is part of the business, but no one ever said it’s easy. While it can be easy to slip up and say something that you shouldn’t, it’s crucial that you take steps to avoid certain phrases, in particular. Keep reading to learn what they are.
1. “I’m Not Sure.” This phrase is the verbally equivalent of throwing your hands in the air – it signifies helplessness and lack of competence. Responding with “I’m not sure” threatens to send the conversation in a bad direction. You’re better off pushing for more information to get a better idea of what they are saying.
2. “Let Me Check.” Adding specifics such as “with my manager” or “your latest account activity” or something to that effect signals clear, direct action on your part and gives the customer a better idea of the process you’re following to resolve the issue. Don’t use “let me check” in isolation unless you want to raise your customer’s blood pressure unnecessarily.
3. “I Can’t Help You.” The standalone phrase “I can’t help you” does not belong in the customer service lexicon. It’s inherently rude, and there are a number of less combative ways to your clients. If there’s any sentence that should be banished to a netherworld of bad customer service, it’s this one.
4. “Visit our Help Center Instead.” Telling a customer to reference the Help Center while you’re on the phone with them is like asking someone for directions, only to be given a map and told to, “figure it out.”
5. “Calm Down.” If a customer is angry or upset, it’s your job as the customer service rep to calm them down by solving their issue, not by telling them how they should be feeling. To be fair, this is often much easier said than done and can require a great deal of self-control on the part of the agent. But it’s pivotal to maintain control even when your customer is a raging torrent of hate and anguish. Just don’t tell them to calm down.
6. “You’re Mistaken.” Telling a customer that he or she is wrong is committing a cardinal sin. You’re breaking the first commandment of good business. Shy away from any language that smacks of correction or direct contradiction to what the customer is saying.