{"id":11275,"date":"2017-05-29T17:14:02","date_gmt":"2017-05-29T17:14:02","guid":{"rendered":"http:\/\/www.customerservicemanager.com\/?p=11275"},"modified":"2022-10-05T16:13:28","modified_gmt":"2022-10-05T16:13:28","slug":"top-10-worst-things-to-say-to-angry-customers","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/top-10-worst-things-to-say-to-angry-customers\/","title":{"rendered":"Top 10 Worst Things to Say to Angry Customers"},"content":{"rendered":"

You may have great products but you can still have customer service problems caused by equipment failures or human error. While you can\u2019t control external events, you can control what you say to upset customers.<\/strong><\/p>\n\"Angry\n

Certain phrases will serve to either diffuse or inflame. Here are my top ten worst things to say to unhappy customers (from least offensive to worst), along with tips for regaining trust.<\/p>\n

10. \u201cWant the good news or bad?\u201d<\/strong><\/p>\n

When customers hear bad news they tend to catastrophize. They become so focused on the obstacles that they don\u2019t see the bigger picture. So when you have both good news and bad to deliver, begin with the good. That way they begin with the proper perspective.<\/p>\n

9. \u201cBear with us.\u201d<\/strong><\/p>\n

To customers, that phrase comes across as an order. It also implies that your service is something to be tolerated. When problems occur, it\u2019s better to express appreciation than give orders. Instead, say: \u2018We appreciate your patience.\u2019<\/p>\n

8. \u201cWe can\u2019t\u2026\u201d<\/strong><\/p>\n

Customers don\u2019t want to hear what you can\u2019t do. You need to move quickly to, \u2018Here\u2019s what we can do\u2026\u201d<\/p>\n

7. \u201cIt won\u2019t be here until\u2026\u201c<\/strong><\/p>\n

Similar to phrase #8, the wording here is negative. Instead, word your message positively with, \u2018It will be here as soon as\u2026\u2018<\/p>\n

6. \u201cYes, but\u2026\u201c<\/strong><\/p>\n

The word \u2018but\u2019 negates whatever precedes it. Responding to a customer with, \u2018Yes, but\u2026\u2019 means you\u2019ve started an argument. Instead, replace but with and as in, \u2018Yes, and\u2026\u201d<\/p>\n

5. \u201cLooks like shipping messed-up.\u201c<\/strong><\/p>\n

Blaming other employees, departments, or suppliers looks like deflecting responsibility. You represent your company so take ownership on behalf of your entire team with words like, \u2018Looks like we messed up.\u2019 Better yet state, \u2018Your problem just became my problem. I\u2019m going to pursue this until it\u2019s resolved and you tell me you\u2019re satisfied.\u2019<\/p>\n

4. \u201cWhy didn\u2019t\u2026?<\/strong><\/p>\n

Asking a customer why something was or wasn\u2019t done is inviting them to start blaming. You\u2019ll get answers like, \u2018I guess so-and-so must have messed-up.\u2019 It makes things worse. Next time you\u2019re gathering information, ask who, what, where, when, and how questions. Don\u2019t ask why.<\/p>\n

3. \u201cOur policy is\u2026\u201d<\/strong><\/p>\n

When foul-ups occur customers don\u2019t want to hear your standard procedures. After all, mistakes should be a rare occurrence right? Instead, explain why the policy is there. If the policy doesn\u2019t make sense, then obviously it should be changed. When training your team, make sure everyone understands which procedures are meant to be guidelines; not policies.<\/p>\n

2. \u201cWhat do you want us to do?\u201d<\/strong><\/p>\n

The customer\u2019s response to this question may be physically uncomfortable, \u2018I\u2019ll tell you what you can do with this product!\u2019 Instead ask, \u2018What will work best for you?\u2019 Another option is to state, \u2018We want to do the right thing. What do you think would be fair?\u2019 Then, on top of fixing the problem add a slight extra that helps compensate customers for the hassle. That way you convert an upset customer into an advocate.<\/p>\n

1. \u201cYou jerk!\u201d (or other names when a customer swears at you).<\/strong><\/p>\n

I believe employees are paid to take the heat; not the abuse. When dealing with a customer who is swearing at you over the phone, state, \u2018Mr. X, I want to help you. But I can\u2019t help you when you\u2019re using that language. So, let\u2019s resolve this without using that language.\u2019 If they continue swearing, then say, \u2018Mr. X, as I said, I want to help you but I can\u2019t help you when you\u2019re using that language. So, I\u2019m going to hang up now. Please call back when you\u2019re ready to talk about this without using that language. Good bye.\u2019 Then, immediately brief your supervisor so they\u2019ll be forewarned when the caller phones asking to speak with the manager.<\/p>\n

Bottom line \u2013 It\u2019s human nature for employees to want to avoid dealing with angry customers. But in the real world of delays and occasional mistakes, avoiding confrontation is impossible. Now and then, things will go wrong. In too many organizations the default becomes, \u2018You\u2019ll need to speak with my manager.\u2019 Of course, this worsens customer aggravation because it forces them to repeat themselves. And it makes employees feel like doormats. You\u2019ll have happier customers and a more engaged workforce by equipping your team with simple communication tools to use when things go wrong.<\/p>\n

About the Author<\/strong><\/p>\n

Jeff Mowatt is a customer service strategist, Hall of Fame speaker, and bestselling author. For more tips, training tools or to inquire about engaging Jeff for your team visit JeffMowatt.com<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"

You may have great products but you can still have customer service problems caused by equipment failures or human error. While you can\u2019t control external events, you can control what you say to upset customers..<\/p>\n","protected":false},"author":337,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2],"tags":[16,65,50],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/11275"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/337"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=11275"}],"version-history":[{"count":13,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/11275\/revisions"}],"predecessor-version":[{"id":11295,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/11275\/revisions\/11295"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=11275"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=11275"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=11275"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}