Customer Service Language – 7 phrases to avoid using in Customer Service

how can you improve communication with
your customers in this video I'll be
sharing 7 phrases and words you should
avoid using when you work in customer
service coming right up
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number one I'm sorry this phrase usually
doesn't come off as very sincere when
you say it and then you've got to ask
yourself are you really sorry and if so
what are you sorry for
so instead say thank you for sharing
that with me
may I ask you a few more questions to
make sure I understand the situation or
just as additional clarifying questions
to make sure that you get what it is
they're explaining to you and then let
them know you're going to do your best
to assist them phrase number two I don't
know come on guys don't say that take
the initiative no you're not gonna
always have the answers but you can find
out ask somebody else get the answer for
them and find out with your customer
don't just send them off to somebody or
pass them off to somebody else
without making sure they're going to be
taken care of so instead of saying I
don't know just let them know I don't
have an answer to that right now but
it'll be my pleasure to find out do you
have a few moments to wait while I go
get that answer and make sure you tell
them a few moments or a few minutes
don't say a second because it's going to
take more than a second phrase number
three man sir
please calm down let me let you in on a
little secret that never works activate
your empathy in that type of situation
guys think back to the time when
you were going through something or you
were really upset if someone just was
walking up to you that you don't really
know and saying just calm down what that
really work would it really make you
feel any better
so instead let them know I apologize
that this situation is upsetting you I'm
going to do all I can to help make the
situation better that is what you can do
in those situations is be supportive
because you never know what was
happening in someone's day or life up
until the moment when you're dealing
with something with them in customer
service phrase number four um hold on
you're ordering them around by just
telling them to hold on
so try asking your customer to wait
it'll go a really long way and make sure
you're setting proper expectations and
letting them know what you're going to
execute during that time that they're
holding so instead of just saying hold
on try saying I want to make sure I'm
getting the correct solution or answer
for you are you able to hold for a few
minutes while I check with my colleague
or my team member and a lot of times
customers will be a lot more patient and
be a lot more willing to wait if you ask
them and put it into their hands rather
than just ordering them and then not
filling them in on what you're doing to
find a solution or an answer phrase
number five I understand you're upset
but that is usually going to trigger a
lot more emotions in your customer then
they're already experiencing and by
saying but after that sentence it feels
a lot like you're dismissing the fact
that you understand they're upset and I
put quotes around understand because
then you have to ask yourself do you
really understand and what is it that
you understand so instead of saying that
try saying thank you for sharing that
with me would it be alright if we go
over some more options to help try to
figure out an answer a solution for you
or I apologize that this is making you
feel whatever feeling it is that they've
already expressed with you and let them
know that you want to find whatever
answer and solution you
and for them and you're going to work
with them to do that phrase number six I
just work here I don't make the rules
come on now own up to the situation when
you are working somewhere you're
representing their brand whether you
realize it or not and even more so
you're representing your personal brand
so what personal brand is that
establishing for people that you place
the blame and you push it off if it's
uncomfortable stretch yourself on up to
the situation suck up your ego and
apologize for whatever it is that's
upsetting them and rather than saying
that try saying I apologize that this is
frustrating and I can understand why you
may feel that way would it be alright if
I share with you the reason that this
policy or situation is in place last but
not least number seven telling your
customer no or nope a lot of times this
is taking the easy way out and your
customer can feel like you're brushing
them off and don't really care about
what they're requesting or asking you
so try thinking about what you can do
rather than what you can't so instead of
saying no or nope offer them options let
them know we don't currently have this
available however what I can offer you
is or you can even say I apologize that
that's not possible for me to do right
now the best alternative or option I
currently have is make sure you're
communicating with them as thoroughly as
you can and letting them know that you
are still doing your best to serve them
even if you can't give them exactly what
they're asking for question of the week
what are some of the phrases that you
avoid saying to your customers and what
do you say instead I would love to hear
from you guys leave it in the comments
down below thanks for watching guys and
if you have any suggestions of topics
that you'd like me to cover make sure
you leave that down in the comments if
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again I'm Kamaria joy your world-class
customers
of his guru and I'll see you in the next
video
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