Forbidden phrases: Six things a client must never hear from a company

Customer service is the showcase of every company, and the way customer service employees or salespeople interact with clients plays a key role in how customers perceive the company as a whole. Keeping emotions in check might be difficult when talking to certain clients. However, it is still necessary that company representatives always see the larger picture and act professionally. However, many people say things they should not say to clients. Here is a list of seven things you can never tell a customer.

 

Calm down”

As the HubSpot blog states, saying this not only never works, but it also makes the client even more angry and it doesn't move you forward towards solving the problem.

It's not my fault, it's company policy”

An employee can never hide behind the “superior powers” of the company and use them as a pretext. For the customer, the employee and the company are one and the same.

You have to call somewhere else”

Divison of roles is not your clients' business. If you're not the one who's dealing with the given issue, let your colleague contact the client themselves.

I don't know”

A call centre agent should never say this at all. You can “look into it later” or “confirm” the situation, but you can't just say “I don't know”.

This is no big deal”

If you are downplaying the problem because of who the client is, and you're saying it is no big deal, why is there even a problem and why don't you get rid of it for good?

I don't have time for that”

If you're talking to a client, give them your maximum effort and attention. Don't tell them that you have more important things to do.

 

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Article source HubSpot Blog - marketing and sales blog of the HubSpot company

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