You have a problem. You call the phone number listed on the company’s website. Then, wait on hold for what seems much longer than the ten minutes they said you would be holding. You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not […]
You have a problem. You call the phone number listed on the company’s website. Then, wait on hold for what seems much longer than the ten minutes they said you would be holding. You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” Then you’re transferred to someone else and the “game” of holding and telling your story starts all over again.
This has happened to many, if not all of us. I have good news! Since customer service has become a center of attention for most companies (even though some still don’t get it right), “That’s not my department” is being heard less and less. That said, there are still plenty of other phrases and words we, as customers, hate to hear. Here’s ten more:
This list is by no means complete. There are plenty of other words and phrases people say that upset customers, cause them to lose confidence, and may ultimately cause them to leave and never come back.
So, here’s a little homework assignment. Share this article with your team, then sit down and talk about which of these phrases might be in your vocabulary – and banish them. Develop better responses. For example, what else could you say instead of “It’s not my department” that won’t upset a customer? True, it may not be your department, but what you say and how you get that customer to the right person will make or break their confidence in you and your company.
Put yourself in the shoes of your customer to determine the best way to respond. A customer-friendly response will comply with a modified Golden Rule: Say unto customers as you would have customer service professionals say unto you.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
(Copyright © MMXVIII, Shep Hyken)
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