1. The 6 Worst Phrases in
Customer Service

2. #1 WORST PHRASE
- - - - - - - - - “That’s - - - - -our -policy”- - - - - - - - - -
- - - - - - - just - - - - - - - - -
Many noted that this phrase conveys an
unwillingness to see things from the
customer’s perspective and that there is
nothing that can (or will) be done from here
on out to make the customer happy

3. #2 WORST PHRASE
- - - - - - - - - - - - - - - - - -problem” - - - - - - - - - - - - - -
“No - - - - - - - - -
Perhaps the most surprising addition to the
least-liked phrases, but customer service
managers agree that other phrases are much
more appropriate in response to a customer’s
“thank you.” The customer should never
perceive that they were a “problem.”

4. #3 WORST PHRASE
- - - - - - - - - - - - - - - - - - - - - - - -to…-” - - - - - - - - - - - -
“You’ll have - - - -
Anything that suggests the customer will have
to go somewhere else or do something else to
obtain service is a big no-no

5. #4 WORST PHRASE
“To be honest
-----------------------------------------
with you”
Perception is everything! “To be honest with
you” suggests that perhaps the company or
the representative was not being or has not
been honest before? It’s best not to leave any
doubt.

6. #5 WORST PHRASE
“I believe or I
-----------------------------------------
think”
The customer has called you because they
need the correct answer, not a guess, which is
why “I believe” or “I think” should be off limits

7. #6 WORST PHRASE
“There’s nothing I
-----------------------------------------
can do”
Oh no you didn’t. There’s nothing worse to a
customer’s ears than “there’s nothing I can
do.” Consider your customer gone to the
competition if the conversation comes down
to this.

8. FOLLOW US AT
www.parature.com/blog
www.facebook.com/parature
www.twitter.com/parature
www.youtube.com/paratureinc
www.slidesharenet.net/parature
www.parature.com/rss