What you shouldn’t say to customers

When you’re working with customers on a service call, email, or chat, there are certain things you should avoid saying. The wrong words or the wrong tone can exacerbate the issue and upset the customer further. Using the right language can improve customer satisfaction.

Unsure language

You don’t want to say things that will make the customer think twice about trusting your company. Avoid using filler words like ‘uh’ and ‘um.’ Never respond with “I don’t know” or “I’m not sure”. These filler words and phrases may cause the customer to believe you can’t help them. If you’re unsure, let the client know you’ll find the answer for them, look into the issue further, and then address it. You might have to transfer the call to someone who does know the answer.

If you do have to transfer a call, explain what you’re doing and the department you’re forwarding the call to. If the customer doesn’t have time, offer a callback option, and call the customer back when they’re less busy.

Negative language

Avoid using negative language. Examples include, “I can’t do that” or “that goes against company policy.” When speaking with customers, it’s important to focus on the positive. Think about how you can phrase things better. For example, “let’s see what I can do” or “let me talk to a manager to find out what our options are.”

Condescending language

Don’t say things that make the customer feel like you’re talking down to them. When they address something with you, and it’s the wrong information, don’t come out and correct them. Instead, show that you understand where they are coming from. Then, if the situation warrants it, you can patiently and calmly offer an explanation.

If a customer misunderstands you, provide additional information, but don’t accuse them of not listening. If a customer calls and they’re upset, keep your cool. Don’t tell them they need to “relax.” Instead, show empathy and concern for what they have to say. Keeping your demeanor in check can help the customer calm down.

These are a few things to keep in mind when chatting with your customers. By following these best practices, you can solve problems more quickly and efficiently.