John DiJulius | Customer Experience Blog

9 things your Customers do not want to hear from you
October 29, 2014, 12:45 pm
Filed under: Customer Service
1. “No problem” – The biggest street-slang terms used in every business today are the responses “no problem” or “not a problem.” By saying “no problem” the message is that what the Customer is asking of you is not a problem for you. However, when we are serving others, it is not about our convenience; it is about what the Customer wants. See past eService No problem is a big problem.


2. “No” – Eliminate the word “no” from your company’s vocabulary; no one should ever be allowed to use that word. You may not always be able to say yes, but offer alternatives and options and never allow anyone from your company to utter the word no. You will be amazed at how creative your team will get at satisfying Customers.


3. “I don’t know” – I am fine with someone saying “I don’t know” or “I am not sure about that,” as long as they follow up with “I would be happy to find out for you.”



4. “It’s not our policy” – As a Customer, I don’t want to hear “No, it is not our policy.” If you actually think about it, policy is the complete opposite of personalize. I don’t care about your policy; your policy is a blanket statement that was written for the masses. See past eService Policy is bad.
5. “I had no idea, they do that all the time” – Everyone loves to over share. Why? Because they want to make sure the Customer knows a problem wasn’t their fault. “I didn’t know you were here.” “The receptionist never informed me.” “If I would have known, I would have been out sooner.” Or “Shipping didn’t next day- air the package . . . I told them . . . I put it on the order . . .They do this type of stuff all the time.” Does the Customer really need to know who screwed up and why? All they need to know is how sorry we are about what happened, and here is what we are going to do about it. If we need to address something internally with other departments or coworkers, that’s our business. Our Customers do not need to know about our dirty laundry.

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