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We’ve all been there—in a customer service (or other) situation, thinking, “It’s not what you said, it’s HOW you said it.”
Well, sometimes it’s both, and it can be hard to think of the right thing to say to your customer—not to mention the best way to say it.
So, we’re starting you off with a few choice words to avoid–what NOT to say, and some better alternatives to get into the habit of using.
WHAT NOT TO SAY:
•”What do you want/need?”
This is a personal don’t in my book. Any variation of this phrase can sound like you’re being annoyed by your customer.
What to stick with: “How can I help you?”
WHAT NOT TO SAY:
•”We can’t/don’t/won/t…”
This can be hard to do, so it bears repeating: Try to stay away from negative words. It’s really more of a psychological thing, but you’d be amazed how differently your customer will respond to positive words.
What to stick with: “Instead, what we CAN do is…”
WHAT NOT TO SAY:
•”We prefer…”
Sometimes your client might ask for or suggest something that’s not normally how you work. Don’t ever make it about what you “prefer” to do. Make it about your client. Always. No matter what.
What to stick with: “Typically, here’s how the process works…”
WHAT NOT TO SAY:
•”You need/have to…”
Sometimes we depend on a client to do their part, whether it’s sending over a form, providing their payment information, or any other little step that’s part of your process. Saying “You need to send me your credit card number.” sounds a little bossy and or invasive, does it not?
What to stick with: “If you can ____ at your earliest convenience, then I can….”
We learn best from others’ experiences! Tell us about a time you wish you could have rephrased something, or better yet, tell us about when you were in a customer role and rubbed the wrong way by what someone in a customer service role said.
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MaKenzie is Bluewater's Marketing Community Manager. Spending several years in sales and marketing roles at a franchise level, MaKenzie has a unique appreciation for successful local campaigns. In her spare time, MaKenzie sings for the popular Twin Cities' cover band, FlashMob! She can always be found near good food, in Minneapolis eateries or her own kitchen.
When you’ve been doing customer service for a long while, it’s easy to fall into the habit of using the statements you recommend not saying. I completely agree these are bad ways to being a conversation in support. Just one word can really turn off a customer: can’t. You’re alternative suggestions are a better way to avoid using such words. It’s always helpful to remind yourself about what not to say and what would be a better alternative.
Hey April, thanks for stopping by! Yes, it’s amazing how we get into the habit of using words or phrases without realizing how much they impact our customers and how they view our service. Every now and then we have to make an effort to self-correct and form new habits to improve the customer’s experience, and pretty soon it will become second nature!
Sometimes I think people need to be recorded so that they see and hear themselves. It would make a real difference.
Sorry about the delayed response Jack–but yes, I definitely agree. Sometimes we’re not even aware of how we might sound to a customer until we’re shown.