Customer Experience News & Trends

3 tactful ways to say ‘You’re wrong’

Customers aren’t always right, but you don’t have to tell them they’re wrong. Instead, try one of these alternatives:

They’re far more tactful than saying what customers dread: “You’re wrong.”

  • “I see your point, and I think …” If you say “but I …” you’re saying you really don’t see the customer’s point. This phrase makes customers feel like they have a good point, just not one that can be used now.
  • “Hmmm, what if we …” It proves you’ve been listening and have considered customers’ thoughts, and now you’ve come up with an idea that will work for both of you.
  • “The way I see it …” This just suggests that you have a different opinion, not that the customers’ opinion is wrong.

Subscribe Today

Get the latest customer experience news and insights delivered to your inbox.