Powerful Words of Customer Service
There are customer service ramifications of eight commonly used words and sayings that we’ve designated as Killer Words. These eight phrases are normally used with good intentions, yet they are damaging to customer relationships. Let’s look at how we can avoid the Killer Words and see that it’s not how you perceive the phrases but how the recipient interprets them.
#1—Killer Words of Customer Service: “CALM DOWN.”
When a customer contacts you about a problem, they generally are not happy. So, it’s not a good idea to say something that might make them more unhappy. Let’s listen in on a customer phone call.
Jessica: Thanks for holding support. This is Jessica.
Customer: Yeah, your company promised me delivery on Tuesday. It’s now Friday and it’s still not here. Do you have any idea what kind of problems you’re causing me?
Jessica: Ma’am, please: Calm down!
Customer: Calm down?!? Calm down??? Don’t tell me to calm down!!! Thanks for the advice, but if your company would have done what they promised, we wouldn’t even be having this conversation!
Did you see what happened here? Instead of handling the customer’s concern immediately, Jessica chose to change the subject. Rather than dealing with the complaint, she sidetracked it into telling the customer what to do, and all of a sudden it’s an argument. The customer went from upset to furious. This can be handled much better.
Jessica: Thanks for holding. Support This is Jessica.
Customer: Yeah, your company promised me delivery on Tuesday. It’s now Friday and it’s still not here. Do you have any idea what kind of problems you’re causing me?
Jessica: My apologies. That’s got to be very frustrating. If need be, we can overnight your order so it’s there Monday. Now please tell me exactly what happened and I will get to work on fixing this.
Customer: Yes OK. Thanks. …
That was much better. Jessica apologized and focused her efforts on solving the problem and that’s what the customer wanted in the first place. Telling a customer how to act is never a good idea.
#2—Killer Words of Customer Service: “CAN I BE HONEST WITH YOU?”
Chris: Parts. This is Chris.
Customer: Yeah, Chris. This is Darius Jones. We spoke last week and you asked me to call today to arrange installation of the new pump for our hydraulic press.
Chris: Hello, Mr. Jones. Um, regarding your new pump, can I be honest with you?
Customer: No, I want you to lie to me. Yes, of course, you can be honest with me!
If ever there was a useless saying, it’s the Killer Words “can I be honest with you?” The customer assumes that you’re always going to be honest with them. They expect that. There are several variations of these words that needs to be dropped as well, such as:
- Let me be perfectly frank.
- You want the truth, right?
- Look, I’m going to level with you.
- Can I be candid with you?
Always choose correct words so that your customers can be fair and polite to you as well! If you liked this blog post, please share it with your friends! Thanks
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