“Phrases That Could Cost You Your Customers – Avoid Them to Maintain Their Loyalty”
Customer service plays a crucial role in building loyalty and enhancing the customer experience.
Studies show that 76% of consumers stop doing business with a company after just one bad experience.
This makes choosing the right words during customer interactions essential, according to a report by Invoca.
15 Phrases Customer Service Representatives Should Avoid
“I don’t understand.” – This may come across as unsympathetic. Instead, ask for clarification:
✅ “Could you clarify what you mean by ‘the issue’?”
“I can’t help with that.” – This sounds dismissive. Instead, say:
✅ “Let me find a solution for you.”
“Can you remind me of your name and phone number?” – Customers expect their details to be recorded. Instead, confirm their information:
✅ “You are Mr./Ms. [Name], correct?”
“Please hold for a moment.” – Unspecified wait times increase frustration. Instead, offer options:
✅ “Would you prefer to hold for a few minutes or receive a call back?”
“If you check our website…” – This can make customers feel unappreciated. Instead, provide the answer first, then suggest additional resources.
“I don’t know.” – This implies incompetence. Instead, say:
✅ “I will find the answer and get back to you immediately.”
“I’m sorry you feel that way.” – This lacks empathy. Instead, say:
✅ “I understand why you’re upset, and I’ll help resolve the issue.”
“You should have…” – This sounds like blaming the customer. Instead, say:
✅ “Let’s see how we can solve this now.”
“We’ve never had this issue before.” – This is unhelpful to the customer. Instead, say:
✅ “This is an unusual case, and I’ll find the best solution for you.”
“Calm down.” – This can escalate frustration. Instead, say:
✅ “I understand your frustration, and I’ll work on resolving this right away.”
“That’s our policy.” – This sounds rigid and inflexible. Instead, say:
✅ “While our policy states [policy], let me explore alternatives to assist you.”
“You need to…” – This sounds demanding. Instead, say:
✅ “Here’s what we can do together to resolve this.”
“That’s not my responsibility.” – This makes the customer feel neglected. Instead, say:
✅ “Let me connect you with the right person to assist you.”
“It’s not a big deal.” – This minimizes the customer’s concern. Instead, say:
✅ “Thank you for bringing this to our attention; we’ll address it immediately.”
“You’re wrong.” – This creates hostility. Instead, say:
✅ “I understand your perspective; let me clarify this further.”
Using the right language in customer service can significantly impact customer satisfaction and retention. Small adjustments in communication can turn a potentially negative experience into a positive and memorable one.
