11 Bad Words and Phrases to Never Use in Customer Service

Logan Derrick
Jul 24, 2017 · 5 min read

When working in the customer service industry, whether it is in a retail location or a call center, it seems like employees are always being told what to say.

It is standard to address a customer with a genuine “welcome to our store” at a brick and mortar location when they walk through the door. It becomes customary to say something along the lines of “thank you for calling” when starting a new phone conversation in a call center.

These phrases are important staples they are taught to provide the customer with a good experience. The terms are beaten into employees’ heads until they become part of the usual routine.

However, these employees are not always taught what NOT to say to customers.

There are likely some obvious words out there which shouldn’t be said, but there are some others which are commonly used in day-to-day customer service interactions which employees may not even realize have a negative impact.

Here are just a few examples -

1. “Actually”: This word instantly makes the conversation seem combative or argumentative. It automatically implies that the person you are talking to is wrong. A better tactic would be to leave this word out and offer an alternative option in your wording. (Example: “Actually, we don’t do that.” Instead say “We don’t currently offer that service, however may we suggest this service?”)

2. “To be honest”: Saying this can suggest that the employee was not previously being honest with the customer. This can become a bad habit whether a person generally lies or doesn’t. It needs to be removed from the customer service vocabulary altogether. There is no need to replace it with alternative phrasing.

3. “No problem”: Serving a customer should never be a problem, so why say it? It is always ideal to use phrases like “you’re welcome” or “my pleasure” in a scenario where a customer thanks you. Kudos to restaurants like Chick-Fil-A that instill this concept into their employees as part of their training.

4. “Please hold”: There are a handful of scenarios where an employee would typically think they need to place a customer on hold. One example would be when they don’t know the answer to a question. Ideally, anyone who is answering the phone for a business should be able to answer at least 95% of customer inquiries. This will minimize the chance of having to place a customer on hold. If it is absolutely necessary, then the customer should always be asked if they may be placed on hold as opposed to being told. (Example: “May I please place you on a brief hold while I get the answer to your question?”)

5. “I’m going to transfer you”: Obviously there will be times, especially in call centers, when a customer needs to be transferred to another employee to be helped. This situation is all about wording and delivery. Whenever an employee is unable to take care of the customer’s needs on their own, they should always warm transfer the customer. This means they contact the next employee, advise them of the situation, and ask them to take the call before transferring the customer to them. (Example: “Thank you so much for your patience, Mrs. Jones. I have John on the line. I have discussed your question with him and he will be able to assist you from here.”)

6. “I don’t make the rules”: Most customers will already understand that you didn’t set up the company policy, but they will also see all employees of a business as representatives of the company. They won’t be in the mindset of distinguishing the difference between departments and staff responsibilities. However, businesses should be willing to make exceptions to policies and have ways of comforting customer concerns. (Example: “Let me see if I am able to work something out for you.”)

7. “Sorry”: This one is similar to transferring a customer. It is okay to say it once, but only if it is used in the proper context and isn’t overused. If an employee is simply apologizing over and over in an attempt to placate a disgruntled customer, it will eventually aggravate them even more. Proper practice would be to offer a solution to fix the problem, as opposed to skirting around it by repetitively saying “I’m sorry.

8. “I don’t know”: One of a customer’s least favorite things to hear is that the person they’re coming to for assistance doesn’t know how to help them. This immediately removes confidence in the employee and gives them a negative experience. If a representative lacks the knowledge to answer a question or resolve a problem, they should always offer to help the customer find a solution. Even if the findings are not what the customer wanted to hear, at least the employee put forth the effort to help them.

9. “Just go to our website”: A customer is typically calling in for a reason. The majority of the time they have already visited the company website to find the answer because it is quicker. If you are able to answer their question over the phone, then do it. If they still want to see the answer online, then offer to email the link to them or spell out the URL, so they may write it down.

10. “Please calm down”: The first thing a frustrated customer usually wants is empathy. Telling them to calm down will only fuel their fire. If they need to vent, then listen to their concerns and let them get it all out. Once they are finished, offer your sympathy and understanding to their frustration followed quickly by a way to fix the problem.

11. Curse words: This may seem like the most obvious one of all, but it is surprising how many customer service employees utilize foul language in a business setting. This is generally considered to be unprofessional and immature. Especially when speaking with a customer, it is vital to use clear, concise, and appropriate language. This emphasizes the employee’s professionalism and competence.

Once these words and phrases are removed from your customer service vocabulary, you will be able to provide your customers and clients with a much better experience.

What other words or phrases would you eliminate from your customer service conversations? Please share your experiences in the comments below.

Originally published at https://www.linkedin.com on July 24, 2017.

Written by

Logan Derrick may be an introvert in person, but he is a master of words in the digital world. He’s a freelance blog article writer. Check out bluefirecopy.com

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