When speaking to people on the phone at a call center, there are certain phrases you will want to avoid using. These phrases can quickly change the narrative of the call and show a lack of exceptional customer service.
- Did you visit our website? Always assume the caller already visited the website prior to their call.
- I can’t help you with that … I need to transfer you. If you must transfer the caller, do a warm transfer and stay on the line so you can explain the problem for the customer.
- You need to calm down. If the caller is already upset, this will only set them off further. It is better to say you understand how they feel and ask them what you can do to help.
- I am sorry. If it was your mistake, then, by all means, apologize once, but do not use this phrase constantly.
- It is company policy. It is better to offer alternative solutions about what you can do to resolve the problem.
- No problem. The caller may not have had a problem to begin with and, now that you used this phrase, it causes them to question if there are indeed any problems they need to bring up.
- Please hold. You should avoid putting a caller on hold whenever possible. If you must place them on hold, get their permission first.
- I am not authorized to do that. The caller only wants their problem resolved. Instead, say you need to consult with your supervisor.
- You don’t understand. It is better to rephrase and say something like, “I don’t think I explained that correctly; let me go over it again.”
- Regrettably, no. Telling a customer no is never a good idea. Explain other possible options to the caller that might help resolve their problem.
By avoiding these phrases, you can build better relationships with your customers and create positive customer service experiences. For assistance with call center and telephone answering services, please feel free to contact Always Answer at 1-800-606-9898 today!
