5 Things to Avoid Saying to a Customer

July 2, 2018

What's the most important thing you can do to improve relationships with your customers? The answer is as obvious as…

What’s the most important thing you can do to improve relationships with your customers? The answer is as obvious as it is overlooked: improve customer service.

The bottom line is – your customers’ experiences will be defined by the quality of the service and support they receive.

Kind words are worth a lot and cost a little. We’ve put together a list of 5 things you should avoid saying that will improve your interactions with your customers and will leave all parties involved feeling accomplished:

  1. “There’s nothing I can do.”
    • There’s ALWAYS something you can do. This response resolves nothing and all parties involved are left feeling unsatisfied.
  2. “That’s our policy” …is another way of saying
    • “There’s nothing I can do”
    • Look for a workaround. Customers love feeling like you’re on their side.
    • But most importantly, you need to BE on their side.
  3. “No problem”
    • Instead, use “my pleasure”, “thank you” or “you’re welcome”
    • Remember, you have a job because of the customer, and they can easily put you out of one.
  4. “What’s up? Wsup? Here’s the deal” …or any other slang.
    • Slang can be heard as being disrespectful.
  5. “You should… You need…You…You…You…”
    • Regardless of the situation, it takes two (or more) to resolve an issue. Putting the blame on the customer won’t solve anything and will only make them feel backed into a corner and defensive. Use words like “we” or “you and I” to let them know you’re on the same team.

Providing great customer service is essential to any successful business. It is about doing the right thing to the best of your ability, taking care of your customers, and creating a positive customer experience. This will encourage customers to continue visiting your business through good times and bad.

Interested in learning more? Give us a call.

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