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:
- “It’s not our fault.” Guess what? Customers will never admit it’s their fault, either. Just avoid finding fault. Find solutions.
- “I disagree with you.” Give the facts you know. Don’t argue with customers’ points of view.
- “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.”
- “Calm down.” You’ll only make them angrier if you judge their degree of emotions. Instead, hear them out.
- “It’s our policy.” Instead of using the dreaded word “policy,” explain why you can’t do something and offer an alternative solution.
- “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.”
