Customer service can certainly make or break your business, especially if you are an ecommerce brand.
There are various channels for providing customer support now that social media is the primary way to interact with brands. According to the Zendesk report Three out of five customers report that customer service was a decisive factor in deciding their loyalty to the brand. So it’s no surprise that every brand wants to skillfully empower their customer support team to provide exceptional customer service.
Good customer support and proper communication can define the customer service and experience you offer as a brand. Here are a few phrases that customer support managers should avoid using to interact with the customer:
1. I can’t help you with this
You know that you have heard this from a customer service representative more often than you would like. This sentence may suggest that customer support is useless without providing the customer with any context, which may be detrimental to the customer’s perception of quality of service.
When a customer asks for help, even if it is not within the scope, explain it politely to him and be on the phone with them until you refer him to a person who can provide a solution. According to experts, the phrase “I can’t help you” should be removed from the customer service glossary.
2. We have never encountered such a problem before
When a customer is angry or upset and calls you about a problem they are facing, they usually look for your expertise to solve the problem. Even if you use this phrase to reassure the customer, it has the exact opposite effect, leaving the customer now worried that you have no experience dealing with such a problem in the past.
As a customer service representative, you can consider a different approach and reassure the customer that such problems are rare and unlikely to recur. This sounds honest and optimistic, and the customer is likely to get it better.
3. Can I call you back?
This does not make sense. No one likes to hear that expression – let alone a customer looking for support on a question they face.
Many companies don’t realize that customers don’t want to interrupt their call and have to wait for a call to resolve the issue. Typically, customers want to leave a website inquiry or email about non-urgent issues and call customer support only when they need their problem as soon as possible. So you should never use this phrase unless you need to. Even in this situation, you must first explain to the customer why you need more time to resolve the issue and politely ask when you can call back.
4. You are wrong
Once again, a customer representative should never use this term with a customer who is already dissatisfied with the brand. Everyone who has worked in customer service already knows the main rule – the customer is always right.
Customer support managers should never use this phrase or say anything that could be construed as intentional or disrespectful. This means that you should avoid correcting them or finding errors in their statements (even if they are wrong) because nothing is likely to be achieved by doing so. You should listen patiently to their concerns and be solution-oriented in your approach.
5. Visit our Help Center instead
Redirecting a customer to another support channel without even trying to solve the problem is another great example of what not to do. Maybe the Help Center has helpful information that gives customers all the information they need. Even then, you should use this information and guide the customer through the process so you don’t look useless.
Finally, if you want the customer to know about the self-service options available to them, mention that they may refer to the Help Center in such inquiries in the future for an immediate solution. Trust us, they will appreciate it. Here is a great example:
6. I can’t find your account information
Nothing can send a customer across borders other than calling customer support about a problem and hearing that phrase. It can make your support team look disorganized and unprepared. Trademark behavior right now is the only way you might find yourself using this term too much if you don’t have customer service software for your support team.
If you have this kind of software in place and support managers still use that phrase, that’s bad news. It indicates that your customer support team is not using the software properly. Make sure your customer support representatives know how to use customer service software to extract the information you need. You can complete manual training or use a digital acceptance platform to make sure your employees use all the features of your company’s software that you have.
Now that you know what you don’t have to say to your customers, here are a few positive phrases that you should use very often when talking to them:
7. I appreciate you getting this our attention
Customer support makes it easy to drive an angry customer over the edge, especially if they use any of the bad phrases mentioned above. But it is also much easier to set a positive and optimistic voice for a call right at the beginning. As soon as a customer expresses their problem, appreciate it for bringing it to your attention.
Simple enough, right?
It gives the impression in the customer’s mind that you see this thing as an opportunity to serve and not just a problem you need to get rid of. Customers can easily read the annoyance with your voice, so by using phrases like these, you can reassure them that their feedback is valuable to you.
8. I can definitely help you in this matter
Remember how we discussed that you should never say you can’t help a customer solve a problem. It is always the job of the customer support team to identify customer issues and assure them that they will be resolved before continuing to provide a solution. This sentence must be used as long as the resolution falls within its scope. Even if this is not the case, still use this phrase to reduce the customer’s anxiety right away and direct them to the right channel to find a solution.
Saying that you can certainly help them with their problems creates optimism and trust in even the worst customers. It also shows the client that the conversation is moving in a positive direction.
9. Your business / customer relationship means a lot to us
You know you’ve heard this a lot. That’s how we are.
But using this classic phrase is always a good idea when the customer is really angry with your brand. In situations like this, the customer may feel isolated and insecure about your brand, which is why this phrase is the perfect way to make sure he or she feels valued. Even so, you should show gratitude to your customers often and make sure they know that their business is important to you regardless of value.
Here is a simple example:
10. I understand
Unfortunately, empathy is a declining feature in customer service teams today. You can blame auto-replies and bots for anything you want, but you always knew the rule of thumb: keep reassuring the customer that you’re on the same team.
Here is an example of what empathy in customer service can achieve:
It’s common for customers to feel underestimated or ignored if they only get standard model responses, even if you’re giving them a genuine voice. Instead, use this phrase to reassure the customer that you are aware of the problems they are experiencing and that you are eager to help them find a solution.
11. Thank you
If we weren’t clear before, we’ll say it again – express gratitude and thank customers often. If nothing else, it goes a long way in making sure your customers know how much they are valued and would like to stay in touch with you. Thank you often is a great way to pave the way for long-term cooperation with the customer through customer service calls.
Customers are also people
Most often, customer support managers forget that they are dealing with another person. Mechanical responses without context, and being short doesn’t help as much as proper listening and being empathetic. By using the right words and removing bad words from the dictionary, you can build an exceptional customer support experience.