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7 Complete No-No Phrases in the Live Chat Industry - Robin Singh - Blog

7 Complete No-No Phrases in the Live Chat Industry

Investing in a software or hardware to improve your customer support is just as important as investing in training customer support agents. Live support software is an invaluable asset for the customer support department. But handling customers through it is a very delicate task. There is no eye contact or body language. It all boils down to finding ways of passing on the message by using only text.

Conveying the message, you want to send out via live chat requires special skills. One wrong sentence and you can really anger an already frustrated customer. Achieving a professional level of communication as a live chat agent takes a lot of practice and knowledge. This is why we are offering you 7 no-no phrases which you should avoid using during a live chat.

“This is against our policy” and Similar Phrases

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Referring to policy is only good if you are on the legal team of your firm. Using the policy excuse won’t help your customer nor will it help him feel better. This is simply because an average customer can’t make any sense out of it. A live chat agent should never hide behind the policy. Instead, they should use it to determine their limits, so that they can explain to the customer why they can’t help and what else the customer can do. Let’s take a closer look at this through an example:

Client: “Can you please change my account details?”

Inappropriate response: “Sorry, that is against our policy.”

Good response: “Sorry, *customer name*, I don’t have proper authorization to change your account details. We take security and privacy of our clients and their information very seriously. This is why you will have to update your account details first.”

“What do you want?” and Similar Phrases

This type of response to a client via live support software is very rude. If a customer support agent is unclear about the needs of the customer in distress, there are other ways to express it. By asking “What do you want?” you may seem rude and the customer is more likely to be displeased. Here are some examples of how to sound more professional when you are uncertain about what a customer needs:

“I am really sorry; can you please be more specific about your problem?”

“Sorry, would you be kind enough to clarify what kind of problem you are experiencing?”

“Excuse me, I am not sure I completely understand what you said correctly. Are you having a problem with …?”

“Be right back” and Similar Phrases

“Be right back”, “Just a moment” and “Just a second” phrases are commonly used when live chat agents want to put the customer on hold. But putting it out there in this simple form doesn’t assure the customer that you are attending to their problem while they have to wait. Maybe it is understood from the context, but it is always better to use the following sentences when you want to put the customer on hold:

“Let me check your problem, give me a moment please.”

When you are aware that it will take more than few minutes, it is advised to inform the customer as you don’t want them to feel abandoned.

“*Customer name*, I will look into your problem, but it will take a couple of minutes. Do you mind holding?”

“I have already told you this” and Similar Phrases

Sometimes talking with customers via live support software can be frustrating, as they might miss some information during longer conversations. Instead of replying as a frustrated support agent, you can use following phrases:

“Can you please refer to the information I posted above?”

“You can fix the problem you are experiencing if you check the information I have provided above”

Or you can simply rephrase your answer whenever you are faced with a repetitive question.

“We will not do that for you” and Similar Phrases

It is very common to face customers who can’t be helped. During that time, it is important to provide them with an explanation or offer them some alternatives. This is how you can do this:

“What you are asking us to do is not possible, because of *reason*”

“Sorry, *customer name*, it is not possible for us to do what are you asking, but you can *alternative*”

“You can do that by yourself” and Similar Phrases

Even if your intention is to encourage the customer this way, it doesn’t sound like that. It’s like you are saying “That’s not my job” or that you don’t know how to do it. The customer is asking for help and you have to do all in your power to help them, even if it exceeds the scope of your expertise. Here are some examples:

“Sorry, *customer name*, what you are asking exceeds my expertise, but John from IT support will be able to help you. Do you mind me connecting you with him?”

“I don’t know how to help you” and Similar Phrases

Instead of being honest with the customer in this way, you can make it sound a bit more professional:

“Sorry, *customer name*, I am not sure about that, give me few moments to find that out for you.”

“I’m really sorry, but I don’t have the information you are seeking. Do you mind me putting you on hold for a couple of minutes, while I am looking into it?”


Avoiding these phrases in live chat conversations will help you avoid frustrating your customers. Using the alternatives ones that we have offered instead, will help you build a connection with a frustrated customer and show them that you are their ally. The main goal of every agent using live support software is to give their best to build such a vocabulary that will help them provide a pleasant human interaction for the customer. This will not only improve your customer satisfaction rate but also customer retention and loyalty.

Publish Date: September 27, 2017 12:30 AM

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