“Don’t give me any excuses” are the last words any person wants to hear from anyone. This is particularly true in the ever-growing customer service industry. Because such words don’t just show a customer’s disgust, it is a telltale sign of things to come—that this person won’t be doing business with you, ever.
Aside from this statement, there are many other statements or phrases that call center agents should avoid uttering at all cost. No, it isn’t a case of “telling clients what they want to hear” (even if it is as far-fetched as the Unicorn tales). It is simply using the correct set of words; it’s how you say it.
When a customer starts shouting at the top of her voice, for instance, the last thing you should say is ”Ma’am, I think you should calm down”. Whether we admit it or not, that’s the last thing anyone on a rampage wants to hear.
Instead, keep your composure and make the client feel that you’re with them, and will help them get to the bottom of their problem.
Of all the “must-not-be-uttered statements”, the most unacceptable one would arguably be “It can’t be done”. This gives customers the impression that you’re lazy and couldn’t care less about their plight. Tell the client that you will find a way. And actually mean what you say.
So always remind your customer call center reps to mind what they say. And mean it, too.