Customer Experience News & Trends

6 things you should never say to customers

You might be using phrases customers hate to hear – and it’s because many of these seem so innocent.

If you use any of these, you might hurt customer relationships. So steer clear of these:

  1. “It’s not our fault.” Guess what? Customers will never admit it’s their fault, either. Just avoid finding fault. Find solutions.
  2. “I disagree with you.” Give the facts you know. Don’t argue with customers’ points of view.
  3. “I don’t know.” Customers expect you to know what to do at all times. If you don’t, say, “I want to check with X on that.”
  4. “Calm down.” You’ll only make them angrier if you judge their degree of emotions. Instead, hear them out.
  5. “It’s our policy.” Instead of using the dreaded word “policy,” explain why you can’t do something and offer an alternative solution.
  6. “I’m sorry you feel that way.” This isn’t a true apology. Give the real thing: “I’m sorry this happened.” “I’m sorry about this situation,” “I’m sorry for the inconvenience,” “I’m sorry for your trouble.”

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