You probably already know some common customer services phrases that can annoy customers: “Still working on that?” versus “May I clear your plate?” from wait staff. “No problem” instead of “you’re welcome.”
But other phrases that easily creep into a small business can also alienate customers, making them less inclined to return or spend money in the first place, according to customer service expert Humayun Khan. That’s especially true when staff members feel stressed or under pressure to make a disgruntled customer happy.
The good news: “By just paying attention to the words that come out of your mouth, you can drastically increase the chances of someone making a purchase,” Khan wrote recently for Shopify.
Here’s a list of common irksome expressions and smoother ways to make the same point, without upsetting customers:
Sale-Buster: “I don’t know.”
Sale-Maker: “That’s a great question. Let me find out for you.”
Sale-Buster: “All sales are final.”
Sale-Maker: “Let us know if you’re not satisfied and we’ll make it right.”
Sale-Buster: “It’s over there.”
Sale-Maker: “Follow me, I’ll show you right where it is.”
Sale-Buster: “I can’t do that.”
Sale-Maker: “I think the best solution is…”
Sale-Buster: “That’s not my department.”
Sale-Maker: “Let’s go find the right person to help you!”
Sale-Buster: “We’re out of that item.”
Sale-Maker: “That item is currently out of stock, we have a great alternative, or I can give you a ring when it is back in stock, OK?”
Sale-Buster: “That’s against our policy.”
Sale-Maker: “Typically our policy is __ but I want to make this right for you. This is what I can do…”
Get additional tips on phrases to cut from your team’s vocabulary and ideas on what to say instead.
