Worst thing to say to a customer?

Since most people contact customer support regarding a problem they have with the company’s product or service, it is understandable that they might be a bit irritated to some point from the beginning of the conversation. In such situation, the customer service agent should be very cautious to not cause a customer meltdown. However, there are some phrases that can push the buttons of the customer, while the agent thinks he is following the procedure. Here are some of the bad things a customer service agent can say to a customer calling:

1. Sorry, there is nothing I can do to fix this – this is a sure-fire way to leave the calling customer with a bad experience from the call. Also, a sure way to lose a client over some minor problem. If your customer service gets a lot of calls, chances are your customers often wait to get to speak with one of your agents. Keep in mind that they (the customers) are already mildly angered about their problem. So, they finally get to speak with an agent, they explain what’s wrong and ask for help. Then the agent apologizes and claims there is nothing he/she can do to fix the problem. Then frustration ensues and a client is lost for good. There is always something you can do to help a customer. You can fix the product, transfer them to a department, which can solve the issue, or reimburse them for their problems. There is always something the agent can do. Always. Work towards solving problems, not towards diverting it;
2. Sorry, but this is a responsibility of our partners or manufacturers or delivery company – let’s make thing clear here – if you sell the product and you take the money from the sale – it is you responsibility to right the wrong. You have a financial relationship with the client, so you need to find a way to solve his problem when he calls you. You best bet – assure the customer you will look into it and you will call them back when you’ve found out what happened. Then contact the manufacturer/partner/delivery company to investigate and collect information. It is your job;
3. Sorry, but do you mind holding – there is this rule of thumb – no one likes holding on the phone for any reason whatsoever. Sure, the customer will tell you “No problem”, but this is just helplessness speaking. If you need to check with your supervisor or just gather the needed information on the problem – tell the customer you will call him back and ask for his number if you don’t have it already. This way no one needs to hold and everyone can do their job. It’s that simple;
4. Sorry, you need to check our website for this information – wrong, you already have a customer on the phone speaking to you. If you ask him to search for the information on your website you might as well told him “Sorry, but there is nothing I can do to fix this”. Provide the needed information and if there is no way you can do such thing – the least you can do is provide the customer with a link to the exact place of the information on your website;
5. Sorry, but this isn’t our policy – another dead end for the customer that is courtesy of your company’s policy. Create you customer policy around helping the customer. If you are a customer service agent – never blame the company’s policy when a customer asks for help. Instead – fix the customer’s problem and send the log to the management, where someone will figure out if this case needs to be included in the policy or not;

Do you know any other bad things that can rain on the parade of a customer? Share your experience with us and If you need more help with your customer service – feel free to contact us and we will be glad to help you.