The 6 Worst (and Best!) Phrases in Customer Service(phrase, script)

6 Phrases that Should be Cut from the Customer Service Vocabulary

1. That’s just our policy. 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.

2. No problem. 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.”

3. 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-no.

4. 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.

5. 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.

6. 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.