What Not To Say To Your Customer
photo credit: JelleS
It seems that we have spent a lot of time talking about what to say to your customers in order to keep them coming back and keep them referring your business to their friends and family. However, I think it’s a good idea to address the things that you should not be saying to your customers as well which will in turn keep them coming back and referring your business.
I recently read an article on Lip Sticking that sounded a lot like some of the phrases that I know as a customer I hate to hear. “If you read the information we sent you” is the worst one I think that customer servie reps use. This documentation they are talking about is usually something that was maybe read five year’s ago and is in such fine print that you could most likely barely even see it.
“Your little issues” is definitely a sure way to send your customer into a frenzy. You may think it is a small issue but it’s obviously big enough to them to call you on it.
“We value your business” is yes a nice thing to say and is sometimes appreciated, but if it’s used after you have pretty much told your customer you don’t care and are not liable for their problem, then it doesn’t really mean anything to them at that point.
Do you have any other’s to add to this list of what not to say?
Sue @ TameBay on April 26th, 2009 3:14 am
On the recorded message before you get through to a rep in a call centre:
“Your call is important to us.”
Clearly, it’s not that important, or you’d have more reps working and have answered it.
susanna on April 26th, 2009 8:47 am
Along the lines of “We value your business”….we appologize for the inconvenience….you might be appologizing but otherwise you really don’t care and you don’t intend to do anything about it.
Jaclyn on April 27th, 2009 6:16 am
Sue, thank you for that add on! That is a great one and one of my biggest pet peeves as a customer myself.
Mike on April 29th, 2009 1:38 pm
Still on the recorded message theme, when they say, “we are experiencing higher than normal call volumes,” and they’ve been saying the same thing for two years. Well, it must be “normal” by now!
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