They say, “The customer is always right.” But this phrase might not always hold true in the real world. There can be instances where the customer is not absolutely correct. But it is the responsibility of call centre reps to maintain a positive attitude towards customer behaviour and handle customers’ problems.
Here are some phrases and words that customer service reps must avoid during their conversation with the customers:
- “We don’t deal with that”: Instant deal-breaker. Never ever say to a customer that you can’t do something for him directly. Go around the words and choose phrases that convey the same message but aren’t as blunt. A direct dismissal of a customer’s request is bound to get him aggravated.
- “Calm Down!”: An agent will often find himself on a call where the calling customer is already angry. Telling him to calm down is not going to do anything besides making him angrier. A much better alternative is to keep a calming voice, talking politely and slowly trying to diffuse the customer’s anger.
- “Would you like to talk to my supervisor?”: No, the customer doesn’t want to talk to your supervisor. In all honesty, he doesn’t even want to talk at all. All he wants is to have his job done. So avoid using this phrase at all cost.
- “I don’t know”: It’s your job to know everything. At least that’s how the customer thinks of you. If you don’t have an answer to the customer’s question, find the answer and give it to him. Not knowing is not an option.
- “I’ll just put you on hold”: Don’t. There’s nothing that annoys a customer more than being put on hold. Try to get the issue resolved without putting on hold and if putting him on hold can’t be avoided at least ask his permission first, don’t blatantly declare that you will be putting him on hold.
- “That’s our policy”: The customer doesn’t really care about your company’s policy. All he cares about his own issue. So putting up the policy roadblock will just irk him more. Use different words for your inability to fulfil his request.
- “There’s nothing I can do”: The customer will never ever accept that. They believe that as an employee of the company you should have total authority over every aspect of the company. So saying that there’s some issue you have no control over won’t be helpful at all
- “That’s not my department”: Maybe it is not but for the customer it is. They fail to see that a company has got separate wings for different issues. Once contact has been made they expect a single agent to be capable of handling all their problems. A much better alternative is switching him to the concerned personnel as per his needs.
- “I don’t set the company’s policy”: Obviously you don’t. Sometimes a customer’s harsh words may get on your nerves making you say that you are not personally responsible for the company’s actions or lack thereof. Still, it’s better not to. Try to keep all personal displeasures out when you are dealing with a customer as it reflects poorly on your professional skills.
- “Not saying anything”: Nothing is more infuriating than a call centre agent who gets so dumbfounded he stops talking. Don’t be that agent. If you don’t know how to respond to a customer’s question, don’t go dumb on him, keep him engaged in conversation while you check out an answer to his question.
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