Customer Experience News & Trends

What to say when customers are wrong

Customer aren’t always right, but it doesn’t mean agents should ever tell them that.

Instead, agents want to make customers feel like they’re smart and their points are valid.

When customers’ thoughts, requests or complaints are off the mark, agents can try these phrases:

  •  “I see why you would think that. Let me explain how this it works.
  • “I agree the language is confusing. Let me clarify it for you.”
  • “That’s a good point, and I think this will help you understand the situation better.”

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