Subscribe for Updates

Privacy Policy(Required)

    Reading Time: < 1 minute

Six Phrases to Cut from Customer Service Vocabulary


Following yesterday’s post about phrases customers LIKE to hear from a company…

Here are six phrases that people felt should be avoided by customer service agents.

1. That’s just our policy.
Many noted that this phrase conveys an unwillingness to see things from the customer’s perspective and that there is nothing that can (or will) be done from here on out to make the customer happy.

2. No problem.
Perhaps the most surprising addition to the least-liked phrases, but customer service managers agree that other phrases are much more appropriate in response to a customer’s “thank you.” The customer should never perceive that they were a “problem.”

3. You’ll have to…
Anything that suggests the customer will have to go somewhere else or do something else to obtain service is a big no-no.

4. To be honest with you.
Perception is everything! “To be honest with you” suggests that perhaps the company or the representative was not being or has not been honest before? It’s best not to leave any doubt.

5. I believe or I think.
The customer has called you because they need the correct answer, not a guess, which is why “I believe” or “I think” should be off limits.

6. There’s nothing I can do.
Oh no you didn’t. There’s nothing worse to a customer’s ears than “there’s nothing I can do.” Consider your customer gone to the competition if the conversation comes down to this.

Get Started With CallFinder
Contact a CallFinder Specialist at 1-800-639-1700 today to learn more about CallFinder’s speech analytics solution. Our advanced call quality monitoring technology will help your SMB deliver outstanding customer service, improve the customer experience, and improve overall operation efficiencies.

Related Reads

Speech Analytics for Credit Unions: How CallFinder Improves Member Experiences

CallFinder vs. CCaaS Speech Analytics

QA Best Practices

Give Customers The Best Experience

CallFinder Speech Analytics Overview

CallFinder’s Seamless Tech Integration

CallFinder + 4Front Credit Union: Ensure A Positive Member Experience With Proactive QA

CallFinder + Centris: Credit Union Builds QA Program Around CallFinder

Improve Call Quality Monitoring With Speech Analytics

Kohler Increases Set Rates By 50% & Exceeds Sales Goals With 800response & CallFinder

Request a Demo

Let us show you how CallFinder can transform your QA. Book your 15-minute demo today!

"*" indicates required fields

Privacy Policy*