This presentation explains 10 things a call center agent should never say to the customers and suggests the better phrases to use instead.

1. 10 Things a Call Centre
Agent Should Never Say
to Customers

2. Don’t say:
Calm Down!
What to say:
Telling a client to calm down sometimes
makes him angrier. Instead, keep a
calming voice, talking politely and slowly
trying to diffuse the customer’s anger.

3. Don’t say:
We don’t deal with that!
What to say:
Don’t say to a client that you can’t do with
the problem. Instead, use words and
choose phrases that express the same
message but aren’t as blunt such as “let
me connect with my supervisor to check if
we can help”

4. Don’t say:
Would you like to talk to my supervisor?
What to say:
The client may not be interested in talking
to your boss. All he wants is to have his
job done. So don’t send calls to supervisor
except as a last solution to the problem.

5. Don’t say:
I don’t know!
What to say:
Customer think that you know everything.
If you don’t have an answer or solution to
the problem, find it and provide it to the
customer.

6. Don’t say:
I’ll just put you on hold!
What to say:
Customers get annoyed when you put on
hold, by just saying “I’m going to put your
call on hold”. Instead, if you are putting
him on hold, ask his permissions first.

7. Don’t say:
That’s our policy!
What to say:
The customer doesn’t really care about
your company’s policy. So make use of
different words to let him know that it’s
your policy regarding something.

8. Don’t say:
There’s nothing I can do!
What to say:
The customer believes that you have total
authority over every aspect of the
company. So, instead of saying that you
can do nothing for him, focus on problem
and take help from your team to deliver
the solution.

9. Don’t say:
That’s not my department!
What to say:
Instead of saying that’s not my
department, the best option is to switch
him to the concerned department or
personnel.

10. Don’t say:
I don’t set the company’s policy!
What to say:
Try to keep all personal discontents out
while handling a client. There is lot more
information out there. Discuss with your
supervisor and team to deliver the right
solution.

11. Don’t say:
Not saying anything!
What to say:
If you don’t know how to respond to the
customer’s question, don’t be silent.
Instead, keep him engaged in
conversation while you check out the
solution to his problem.

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10 Phrases a Call Center Agent Should Never Utter!