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  • Toro! Toro! Toro: Phrases That Make Customers See Red

    Posted: Tuesday, September 24, 2013

    by PhonePRO

When it comes to effective customer service over the phone, you can’t afford anything less than empathy, understanding and action. For those reasons, there are certain phrases that even when delivered with a smile are the equivalent of raising a red flag to a bull in the ring. Avoid them at all costs, unless you want to experience some horns. You don’t have to be a matador to understand why: these comments signal ineptitude, unwillingness, and worst-indifference.

For starters, consider the following:

“You’ll have to…” or “I need you to.” Imagine that sentence from a customer’s perspective. If you’re facing a problem that necessitated your call to a total stranger anyway, is it pleasant to be told what to do? Of course not. Imagine how much more palatable it is to hear, “Here’s how I can help” instead.

“Please hold for a second.” Unless you really mean “a second,” which is unlikely, tell the truth about how long you’ll need to solve a problem. Customers, like all humans, generally appreciate honesty and straightforwardness. If you need five minutes, tell them so. Or better yet, provide a time frame and a choice. Offer to call back with the information they’re looking for, if they prefer not to wait. Otherwise, they can remain on hold, but at least while knowing realistically for how long.

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