The 6 Worst Phrases in Customer Service

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The 6 Worst Phrases in Customer Service

  1. 1. The 6 Worst Phrases inCustomer Service
  2. 2. #1 WORST PHRASE- - - - - - - - - “That’s - - - - -our -policy”- - - - - - - - - - - - - - - - - just - - - - - - - - - Many noted that this phrase conveys an unwillingness to see things from the customer’s perspective and that there is nothing that can (or will) be done from here on out to make the customer happy
  3. 3. #2 WORST PHRASE- - - - - - - - - - - - - - - - - -problem” - - - - - - - - - - - - - - “No - - - - - - - - - Perhaps the most surprising addition to the least-liked phrases, but customer service managers agree that other phrases are much more appropriate in response to a customer’s “thank you.” The customer should never perceive that they were a “problem.”
  4. 4. #3 WORST PHRASE- - - - - - - - - - - - - - - - - - - - - - - -to…-” - - - - - - - - - - - - “You’ll have - - - - Anything that suggests the customer will have to go somewhere else or do something else to obtain service is a big no-no
  5. 5. #4 WORST PHRASE “To be honest----------------------------------------- with you” Perception is everything! “To be honest with you” suggests that perhaps the company or the representative was not being or has not been honest before? It’s best not to leave any doubt.
  6. 6. #5 WORST PHRASE “I believe or I----------------------------------------- think” The customer has called you because they need the correct answer, not a guess, which is why “I believe” or “I think” should be off limits
  7. 7. #6 WORST PHRASE “There’s nothing I----------------------------------------- can do” Oh no you didn’t. There’s nothing worse to a customer’s ears than “there’s nothing I can do.” Consider your customer gone to the competition if the conversation comes down to this.
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