We all know that dealing with a disgruntled customer on the phone is never a fun task. But it is something that every business must partake in some time or another. The important thing to remember during this point is that this can be a breaking point for the customer if they have a bad experience. Maintaining customers is essential for a business to be successful so try and make every customer happy. Also with the addition of the internet’s ability to give everyone a voice that can be heard by everyone, you don’t want any negative publicity .
So now that you have an angry customer yelling at you on the phone it’s time to fix the situation. The important thing to focus on here is to not make them more upset. This comes down to how you address their issue and how you say it. Certain phrases can set a customer off and you want to avoid these as much as possible. So what do you never say?
Below we have some of the top phrases you should never say to a customer on the phone. Try to avoid saying these and reduce the chances of losing repeat business.
“I don’t know. “
Before you start, yes everyone can’t know everything. But getting the answer should never be an issue for you. Saying “I don’t know” and leaving it at that should never happen. Instead say, “I’m not too sure but I will find someone who does and we will fix this.”
“You’re wrong”
Ever heard the saying the customer is always right. Ok, we all know this isn’t true. But you should never tell them that. You will only make them more upset and will probably get yelled at more. Tell them something like “I’m sorry you feel that way” and try to resolve their issue.
“There is nothing I can do.”
Saying you can’t do something means the discussion is over and they still have the problem they are calling about. Never do this, this pretty much tells the customer you don’t care about their business. You can always do something, and going that extra mile for your customers can really help separate your business from the competition.
“I’ll get back to you as soon as I can.”
“I’ll get back to you as soon as I can” leaves the customer with no time frame for when the issue will be addressed. When you do this you leave them contemplating if you are even going to fix the issue. Give them a time frame for when you will call them back. If you still do not have an answer by then, at least call them and give them an explanation.
“You’re not listening to me.”
This just sounds rude and is telling the customer they aren’t able to understand you. There are always distractions during a conversation and there is a possibility you are not explaining it right. If this seems to be the case, use something like “What is it I can explain better for you?” .
“It’s not my fault, let me send you to who you need to talk to.”
First thing, they called you which means it is your responsibility to fix their issue. Second, never just hand someone off because you do not want to deal with it. Even if it is the case of not being your fault at least offer the assistance to help. Also if it is out of your knowledge to help bring someone in but don’t just throw it off. Offer to bring someone into the conversation that is more experience to deal with their need. But stay with the problem throughout the call.
“I’m going to let you know something.”
This is starting to sound as if you are going to say something negative about your company or your competitor. Never do this, gossip is not to be used in the business world and can get you into quite a bit of trouble. If it is to this point just keep your mouth shut.
Now there are many more phrases you should never say to a customer but these are some of the major no no’s. The most important thing to understand is that when you are dealing with an angry customer you should try your best to fix their problem in the a professional and kind manner. Do this and you can reduce your chances of losing repeat customers.
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