10 Words and Phrases Customers Hate to Hear

This has happened to many of us, if not all of us – but I have good news! Since customer service has become a center of attention for most companies (even though some still don’t get it right), “That’s not my department” is being heard less and less. That said, there are still plenty of other phrases and words we, as customers, hate to hear. Here’s ten more:

  1. “You’re wrong.” Customers hate to be told they’re wrong.
  2. “I wasn’t here when that happened. It’s not my fault.” Customers don’t care whose fault it is, they just want someone to help.
  3. “I’ll get the manager, but he’ll tell you the same thing.” Why don’t we wait and see?
  4. “We’re a little busy now.” What, too busy to take care of your customer?
  5. “The person you need to talk to is on vacation and won’t be back for a week. Call back then.” Customers hate to wait. Why isn’t there someone to cover for a person who everyone probably knew was going to be on vacation?
  6. “We can’t do that.” My dad always said, “Can’t means ‘won’t try.’” Customers want to see you at least make an attempt to help them.
  7. “We won’t do that.” Almost the same as can’t, but more emphatic. Still, make the attempt to find a solution.
  8. “Your call is very important to us. The wait time is 45 minutes.” Apparently, the call is not really that important.
  9. “You’ll have to…” Customers hate being told, “you have to…” Find a way to make it easy on them.
  10. “No!” Does anyone like to be told no?

This list is by no means complete. There are plenty of other words and phrases people say that upset customers, cause them to lose confidence, and may ultimately cause them to leave and never come back!

Source: Customer Service Manager