Be Different or be dead

March 11, 2013

What stupid words should never be uttered in customer service?

What stupid words should never be uttered in customer service?

There are certain things you should never say if your intention is to create an amazing and memorable customer experience.

How many times have you heard people in customer service jobs make comments like these?

— It’s not in my area
— You can’t sit here, this section is closed
— Booths are only for parties of 4
— I already told you
— I’m going on my break
— It’s our policy
— You can’t do that
— I’m new here
— I have no idea
— It’s over there
— We can’t do that
— No
— The special deal doesn’t apply to you
— The sale is over
— I’ll have to talk to my supervisor
— The clothes in the Mannequin not for sale. They are are for display purposes only
— Can you eat that much? (actually asked of me at The Sentosa Golf Club in Singapore)

I am sure you can add to the list from your own experiences.

A successful customer service culture has its own vocabulary, and the above utterances are not included. Customer service leaders must seek out and eliminate any of them that are spoken.

Cheers,
Roy
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• Posted 3.11.13 at 07:48 am by Roy Osing
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