We usually put a lot of emphasis on what we should be saying to our customers. Sometimes so much emphasis that we forget to cover what we shouldn’t be saying as well. There are a few certain phrases that are almost guaranteed put your customers into either defensive mode or attack mode, neither of which are fun for either party. Here are some of the phrases you want to be sure to avoid.
“That’s Company Policy”
This is a lot of people’s go-to phrase when they need to shut down a conversation. What you are saying is, “I can’t do anything about this,” and what your customer is hearing you say is, “Tough luck.” This is one of the quickest ways to turn your current customers into former customers. This essentially lets them know that you’re not willing to do anything extra to help them out.
“Would You Mind Being Put On Hold For A Second?”
In this case, there is such a thing as a dumb question. No one likes being put on hold, of course they mind. Instead explain to them that you need to talk to your superior and that if you don’t have an answer in a minute or two, you’ll check back. It may seem like a lot to tell the customer but they’ll appreciate your honesty and that you are actually doing something to solve their problem.
“Our Business Partner Will Have To Help You”
This is you putting the blame and the hassle on the manufacturer. You’re essentially telling your customer, “Hey, we’re just here to take your money. Talk to these guys if you have a problem.” When your customer buys something from you they instantly develop a financial relationship with you, not your business partner. In that relationship you’re expected to help handle any problem that should arrise.