Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

The 5 Phrases Customers Hate and Love to Hear - Call Center Pros (Dominican Republic) - ContactCenterWorld.com Blog

The 5 Phrases Customers Hate and Love to Hear

It has happened to us all… You bought that product or service that you wanted so much, but you get a terrible disappointment because it was not what you expected or did not work correctly. You have decided to call customer service or return to the store where you made the purchase to request a replacement or a refund of your money, and after having been on hold for an eternity the customer service agent very kindly replies: ” We are very sorry, but we cannot return your money. It’s our policy… ”

These days, the modern customer expects help on their terms, and they expect that help to be just that … helpful. They want the person on the other end of the line (or screen, or app) to get to the root of the problem fast and provide a solution even faster. Since customer service has become a center of attention for most companies (even though some still don’t get it right), “It’s our policy” is being heard less and less. That said, there are still plenty of other phrases and words we, as customers, hate to hear.

There are many phrases that can ruin the customer experience. Clients hate to hear phrases that give them the impression that you do not really care, that you are not willing to help them and that you are not able to help them. Sometimes the situation may be the same, but if we make the mistake of choosing the wrong words to answer a question, clients may feel upset and frustrated.

That said, there are still plenty of phrases and words that customers HATE to hear and others that they LOVE to hear. Continue reading and find out what they are.

 

5 Phrases customers hate to hear and what to say instead:

 

  1. “Sorry, But It’s Policy”

When using this phrase in any interaction with customers, you will be showing that you’re unwilling to bend the rules to please them or address their needs accordingly.

Instead, ask the client how you can help them or say something along the lines: “Let’s see what I can do about it.” This phrase instantly calms an angry customer.

If you show that you are interested in solving their problem rather than instructing them away with a simple excuse, they will be much more understanding – even if you fail to solve their problem as they wished at first.

 

  1. ‘’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.” If you said this, you just lost a client because that client will surely go to the competition instead of going back to you.

If you say this, you are only showing the client that their problem is not important to you. Instead of saying that, it’s better to adopt a proactive approach and let them know that you will try to find the answer.

Be honest and show your clients that they are important to you. We assure you that your reputation will improve even if the customer had a bad experience with your product or service. If you assume the responsibility of the client’s problem, they will appreciate it.

Do not give up, leave the situation or pass the problem to another person. Customers who are dragged from one customer service agent to another tend to become angrier with each minute. You can tell your clients something like: ”I will find out… ” Accepting responsibility instead of surrender will be greatly appreciated by your clients.

 

  1. ‘’That’s the manufacturer’s responsibility’’

This phrase says that you do not have the power to help the client after taking their money and that is not an excuse. As a customer service provider, it is your duty to show that you care for them even after you have made the sale.

Showing that you care, even after you make the sale is significant here. Instead of saying that it’s the manufacturer’s responsibility, you can say something like: “We can help you with that problem by contacting the manufacturer.”

This phrase suggests that you are willing to help and that there are other possible solutions to the client’s problem. The client will quickly go from being completely angry, to regain calm.

 

  1. ‘’You’ll have to…’’

Anything that suggests the customer will have to go somewhere else or do something else to obtain service is a big NO.

Customers don’t like to be told what to do. By saying that they have to or need to do something, you will only sound condescending and make them feel like they are responsible for solving their own problem.

Instead, try to phrase it differently and take on full responsibility for getting as much done in their favor as possible. A simple ‘’Let me guide you or help you through…’’ will make the client feel that you are helping them sincerely and that it is not a burden, but a delight for you to help them solve their problem.

 

  1. ‘’I’m going to put you on hold for a moment’’

No customer wants to be put on hold — especially when you’re putting them on hold to address someone else’s problem. Unfortunately, there are circumstances when this is unavoidable.

If you must ask a customer to hold, ask them first. In some circumstances, they might not have the time to wait and would prefer to call back later.

Better to be direct and honest. “I’m going to put you on hold while speak with my supervisor, and I’ll check back with you in a minute or so if I haven’t an answer by then.” It’s long-winded, but considerably more satisfying for your already frustrated customer.

Conclusion…

This list is just the tip of the iceberg. There are many other phrases that your customers hate and love to hear. You just must be aware of what they are and how to use them in your company’s favor.

Put yourself in your client’s shoes to determine the best way to treat them and make them feel happy.

This list is just the tip of the iceberg. There are many other phrases that your customers hate and love to hear. You just must be aware of what they are and how to use them in your company’s favor.

A customer-friendly response will comply with a modified golden rule: Help your clients how you would like a customer service agent helps you. Customers appreciate the fact that you’re human if you treat them with empathy and kindness.

Now that you know the phrases you and your agents must avoid, it’s time to act! What other phrases can you think of?

Source: https://callcenterpros.com/the-5-phrases-customers-hate-and-love-to-hear/

Publish Date: December 3, 2018 5:00 AM


2020 Buyers Guide Translation Services

 
1.) 
OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

*T...
(read more)
PH: 1+480-435-9390

2.) 
Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 



View more from Call Center Pros (Dominican Republic)

Recent Blog Posts:
How to Provide A Superior Customer Serving During the Holidays?December 17, 2018 5:00 AM
The 6 Top Qualities of a Successful Sales RepresentativeDecember 10, 2018 5:00 AM
The 5 Phrases Customers Hate and Love to HearDecember 3, 2018 5:00 AM
Building Customer Loyalty: The Most Important Thing for Your BusinessNovember 26, 2018 5:00 AM
Upset Customers: 4 Tips to Calm and Keep CalmNovember 19, 2018 5:00 AM
The Individualization of the Customer ExperienceNovember 12, 2018 5:00 AM
Business Process Outsourcing: An Important Development LeverOctober 29, 2018 5:00 AM
How to Say No to A Customer: Difficult but IndispensableOctober 22, 2018 5:00 AM
Virtual Assistants: What Are the Advantages for Companies?October 15, 2018 5:00 AM
Empathy: A Vital Quality for Customer Service AgentsOctober 8, 2018 5:00 AM

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =