Top Three Customer Service Phrases You Should Never Say

There is an art to taking a phone call as a customer service representative. And thankfully, it's an art that anyone can master with proper training.

Here are three phrases that no customer service representative should ever say if you want to convert the caller to a customer:

1. “I don’t know.”

If a potential customer has a question about a service or product, there should always be an answer that’s better than “I don’t know,” even if you do not know it. Chances are, someone at the company will know the answer, so assuring the caller that you will just take a moment to confirm with a colleague in the appropriate position or department shows that the company has a deep bench of specialists and keeps the caller on the line. “I don’t know” leads to hang ups and missed opportunities.

2. “Try calling back at another time.”

Whether the schedule is too full to take appointments or the person they’re looking for is out of the office, never suggest the caller tries again. They will try again, but it will be with the next company on the list. Tell them the reason that you don’t have an immediate solution, and give them a firm window for when you will be following up with them.

3. “Why did/didn’t you…”

A faulty question. Asking why a caller did or did not do something that led to their problem places blame on the caller. Your company is the expert, the caller is not. Instead of expecting them to know how to handle a situation, assure them that your team can take it from there.

Knowing what not to say is a big part of mastering the art of the phone call. Enroll in our customer service training program and learn more ways you can increase customer conversions and boost revenues for your business.