Explainer
What Not to Say to a Customer: 4 Fire-Starter Phrases
July 25, 2022 | 10 Min Read
Editor
Sooner or later, exhausted, overworked staffers will take their frustrations out on customers. They'll use what customer-relations guru Peggy Morrow of Peggy Morrow & Associates calls "firestarter" words.
She lists four examples that can do your company immediate and lasting harm:
- "You'll have to." You'll have to call the ________ department." Simply say something like, "Here's what I need from you in order for you to [name what they want to have happen]" or "The ________ department can help you with that." Then get them connected or directed to that department.
- Using an "I don't care and I am bored" tone of voice or facial expression. Even if you're serving 100 customers a day, take a few seconds to concentrate on that customer and make them feel that, at that moment, they are the most important person on earth.
- Telling a customer "It's against our policy" with an abrupt tone of voice and leaving it at that. Actually, it's better to avoid the word "policy" altogether and say something like, "I wish I could do that, but unfortunately I can't. Here are some things we can do." If you have absolutely no other options, still try to do something for the customer. Act like you're upset that you can't do what the customer wants rather than spouting policy.
- Taking out your frustration from the last customer on your next customer. Yes, it's hard to let the last encounter go, but the new customer deserves your best. And if you're nasty to the new customer, all you will do is start a cycle of bad experiences that will ruin your day.
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