Jun, 2016 : 8 Things Customers Never Want to Hear From Support Reps
📅 - It's not always possible to tell customers what they want to hear. But if you're in the position of delivering bad news to a customer or find yourself on the wrong end of an angry customer service phone call, you can avoid certain phrases and words that only serve to inflame an already-angry customer and give yourself the best chance of resolving the issue and calming the customer.
These are the 8 phrases customers never want to hear from support reps.
1. “Calm down”
Telling a customer to calm down puts you in an authoritative position while relegating them to one of submission or obedience. That's not the power dynamic a good customer-business relationship has. Don't utter this phrase unless you want to stoke the flames of customer fury.
2. “It's not our fault”
Maybe it's NOT your fault, but the customer clearly doesn't see it that way. Being defensive will only cause the customer to become defensive in response, so avoid placing blame or refusing blame. Just look for a solution.
3. “Okay, I'll be honest with you”
This implies you have been less than honest during the previous part of the exchange – not a good thought to plant in an angry customer's head. A similar phrase to try without the negative connotation: “Let me level with you here.”
4. “According to our policy…”
This is one you can't always avoid, because sometimes, it's the truth. If a customer wants a refund but your policy forbids it, there's not much you can do. But referencing rigid policies and acting unconcerned with the customer's problem won't win you any loyal customers.
5. “Well, what am I supposed to do about it?”
Not only is this rude and inflammatory (meaning it provokes an angry response), but it also indicates that you are somewhat helpless or clueless in your role. You don't know what to do to help the customer and you've communicated that to them. Say anything but this – really, anything. I'm contacting my supervisor to get answers, we won't stop searching for a solution until your problem is fixed, I don't have the answer to that right now, but I promise that I will within the hour.
6. “I'm putting you on hold”
Oh, no you aren't! Telling a customer you're putting them on hold only aggravates the situation. In customer service triage, the angry, yelling customer gets helped as soon as possible – remember the phrase, “The squeaky wheel gets the grease?” It will only squeak louder the longer you go without greasing it!
7. “Sorry, but…”
This makes it seem like you're not really sorry. Studies show that people associate the word “sorry” with sarcasm when they're angry, and following the word sorry with “but” and an explanation of why you can't help just exacerbates the problem. What does work? “I apologize.”
8. “I'm transferring you to __”
Transferring customers tells them you don't have the skills or authority to help them. It might make them feel that you don't want to deal with them and are just putting them off on another employee. Only transfer an angry customer if you've discovered their issue is with another department or they've escalated their anger to the point where you feel unequipped to politely assist them.
These are the 8 phrases customers never want to hear from support reps.
1. “Calm down”
Telling a customer to calm down puts you in an authoritative position while relegating them to one of submission or obedience. That's not the power dynamic a good customer-business relationship has. Don't utter this phrase unless you want to stoke the flames of customer fury.
2. “It's not our fault”
Maybe it's NOT your fault, but the customer clearly doesn't see it that way. Being defensive will only cause the customer to become defensive in response, so avoid placing blame or refusing blame. Just look for a solution.
3. “Okay, I'll be honest with you”
This implies you have been less than honest during the previous part of the exchange – not a good thought to plant in an angry customer's head. A similar phrase to try without the negative connotation: “Let me level with you here.”
4. “According to our policy…”
This is one you can't always avoid, because sometimes, it's the truth. If a customer wants a refund but your policy forbids it, there's not much you can do. But referencing rigid policies and acting unconcerned with the customer's problem won't win you any loyal customers.
5. “Well, what am I supposed to do about it?”
Not only is this rude and inflammatory (meaning it provokes an angry response), but it also indicates that you are somewhat helpless or clueless in your role. You don't know what to do to help the customer and you've communicated that to them. Say anything but this – really, anything. I'm contacting my supervisor to get answers, we won't stop searching for a solution until your problem is fixed, I don't have the answer to that right now, but I promise that I will within the hour.
6. “I'm putting you on hold”
Oh, no you aren't! Telling a customer you're putting them on hold only aggravates the situation. In customer service triage, the angry, yelling customer gets helped as soon as possible – remember the phrase, “The squeaky wheel gets the grease?” It will only squeak louder the longer you go without greasing it!
7. “Sorry, but…”
This makes it seem like you're not really sorry. Studies show that people associate the word “sorry” with sarcasm when they're angry, and following the word sorry with “but” and an explanation of why you can't help just exacerbates the problem. What does work? “I apologize.”
8. “I'm transferring you to __”
Transferring customers tells them you don't have the skills or authority to help them. It might make them feel that you don't want to deal with them and are just putting them off on another employee. Only transfer an angry customer if you've discovered their issue is with another department or they've escalated their anger to the point where you feel unequipped to politely assist them.
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