Things you should never say in Customer Service

Customer service can make or break relationships but very often agents are told only what they should say – not what they shouldn’t. Don’t worry, we’re here to keep you right. So, never, ever say:

“Sorry, it’s the company policy.”
You represent the company, therefore you are the company and so you’re basically apologising for being you. Try this instead: “This is our company policy but just let me see what I can do.” You’re owning the situation while at the same time empowering your customer.

“You’ve come through to the wrong department.”
This suggests to a customer they’ve deliberately connected with someone they knew couldn’t help. Actually, they just want a quick solution from anyone. Why not help them by saying instead: “I know who can help with this, I’ll put you through.”

“Please calm down!”
If a hotel guest is having a public meltdown the worst thing a receptionist can do is prod them with this verbal stick. Rather than whipping up their anger, stay calm, say little except “Okay”, and let them tire themselves out like a toddler having a tantrum.

“Let me try to do that for you.”
Star strikers don’t have time to tell their manager they’re going to try to score a goal. One, it’s already expected of them and, two, they should be getting on with it. Also the word ‘trying’ suggests this might not actually work. Create certainty by saying: “Okay, I’m doing this for you right now!”

“Thank you, we appreciate your feedback.”
This is an increasingly common sign-off. However customers approach the service desk or pick up the phone because they need to know something. What they aren’t doing is volunteering to help critique your company because they have a spare half hour. Simply say thank you in your own way.

“I’m not even touching those!”
When a customer returns an item of clothing there are ways to point out they may not be entitled to an automatic refund. So rather than telling this tanned and portly gentleman, recently returned from Magaluf (and the entire queue behind him), that his speedos can no longer be returned to the shelf, take him to one side. Break it to him quietly the company policy on fair wear and tear.

Now you know what never, ever to say now search the latest Customer Service roles at jobs24.com

Posted on November 24, 2017