It’s better to say – “I have reviewed your online account and I see that…” / “I’ve pulled up the invoice that you’ve asked me about and I can tell that…” 3. So, it’s better to use first person and active verbs in these scenarios, because it helps to reassure the customer that you, as the advisor, are looking at current information.īy making this indication, you ensure that the customer becomes aware they are not receiving generic advice, instead you are giving them advice based on what you know about their purchase records, current account, etc.Īlso, by using active language, you can better build rapport with the customer, as they can sense that you are actively helping them. However, by using this as a generic phrase, we are missing a key opportunity to demonstrate that we have just taken action on the customer’s behalf.īy using this as a generic phrase, we are missing a key opportunity to demonstrate that we have just taken action on the customer’s behalf. If the customer has previously said: “My records show…”, it would be perfectly acceptable to say: “Our records show something different.” It’s better to say – “I’m sorry that your experience was… (insert the word that the customer used to explain their experience – so long as it isn’t really rude!)” 2. You cannot respond to a customer email or letter in which they express a great deal of worry and emotion, with “I’m sorry for the inconvenience.” That’s awful! So the training goal is to help advisors to find other words to replace the word “inconvenience”. However, in most cases, there are many other words that can be used to describe the customer’s poor experience. It is perfectly acceptable to use the word “inconvenience” for something that was supposed to be convenient but just didn’t turn out that way.įor example, if a simple transaction takes a bit longer to complete than it should have taken – but everything ends well – that is inconvenient. We need to coach advisors to use alternatives to the word “inconvenience”, so that it’s not used as a “blanket term”.Īlso, we need to coach advisors to use alternatives to the word “inconvenience”, so that it’s not used as a “blanket term”. The use of the words “may” and “any” can sound passive-aggressive it’s as if you’re casting doubt on the fact that there was a problem in the first place. “We regret any inconvenience this may have caused” “Please do not reply to this message as the mailbox is not monitored” “I will share your feedback about… with our. “Your feedback will be shared with the appropriate department” “Please contact us if you have any questions about your…. “I have reviewed your online account and I see that…” So, without further ado, here’s the list of phrases, alongside some suitable replacements. We give you five negative phrases that are commonly used and more positive words to use instead. While we warned you to avoid “scolding” advisors for using certain words and phrases, you need to coach better alternatives. Negative Phrases That You Should Stop Writing to Customers Right Now So, make sure you take context into consideration and coach advisors so the “banned” words and phrases in this article are omitted from your email, chat and social media responses to customers. “For example, a customer could end a sentence by saying: ‘Is that a problem?’, for which it is only natural to respond by saying ‘no problem’.” ’no problem’ because it is too colloquial, and it implies that there was a problem to begin with, but there are cases where it is acceptable to reply with ‘no problem’.” While there is a big appetite for this type of ‘never write that’ scolding, the people who get scolded – frontline customer service writers – will just accept it, as opposed to learning from it.
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