A few words can set some customers off the deep end. Here are the worst offenders – plus better choices to get your point across.
Many of these phrases seem innocuous. Unfortunately, customers often find them bothersome, according to John Tschohl, author of Empowerment: A way of life.
So avoid them at all cost.
- Avoid: I’ll try … Say: I will …
- Avoid: It’s our policy. Say: What we do in this situation …
- Avoid: You should have read the warranty. Say: Are you familiar with the warranty on this?
- Avoid: Hang on a second. Say: Can you please hold a moment?
- Avoid: That’s not what I do. Say: I can get you right to the person who’s an expert on this.
- Avoid: What do you want? Say: How can I help you?
- Avoid: I can’t … Say: Let me see what I can do.
