Bad Customer Service Phrases

29 winning customer service phrases and 12 to avoid Zendesk

18. “While we’re unable to do that, here’s what we can do.”
Sometimes, the customer may want a specific resolution after you exhausted all avenues to make it happen. When the answer is … See more

1. "Give me one second to look into that ... " When helping a customer work through a problem, you really want to flex your direct communication skills.
2. "Unfortunately, no ..." You might be thinking, "Is there really a good way to say 'no'?" Turns out, there are ways to soften the blow and provide a better experience for the customer, even when you can't accommodate their request entirely.
3. "I can't help with that." This is a comeback that customer service and customer success professionals fall back on when they are limited by policies and protocol -- when the organizations they work for put process over people.
4. "Actually, ... " But, but, the customer is always right, right? When dealing with a situation where a customer is misunderstanding the way something works, take a minute to remember that you've made mistakes before too -- and this is not the time and place to flex your authority or come off as accusatory.
5. "You misheard me." Giving and receiving information isn't always easy, especially when the customer is feeling frustrated or confused. Rather than allowing emotions to muddy up your communication, take accountability for ensuring that the customer fully understands the situation and all of the possible outcomes.

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