Last week I was part of a bizarre conversation.
I phoned my cable TV provider to ask why the current billed amount is higher than the previous invoice.
Her surprising answer:
“Don’t you know by now that our rates go up every year?”
(In other words: “You are really a dummy.”)
She was either having a very bad day or had not been trained in good customer service skills.
Or maybe she had heard that question one too many times and was totally annoyed.
The 5 Worst Phrases to Say to Clients
Certain phrases and words are almost guaranteed to lose a customer or kill a sale.
- “You do want to save money, don’t you?”
(Dumb question. Who wouldn’t?)
- “We can’t do that.” Better: “In cases like this, we can help you by . . .”
- “You’ll have to . . . ” Better: “What I will ask you to do is . . .”
- “You’re confused” or – “you’re wrong.” (Guaranteed to anger the customer.)
- “That’s not my department.”
This is a phrase that sends the message: “I can’t help you and we don’t really care about your business.”
Suggestion for the person who answered my question about my cable TV price increase:
When someone calls to inquire about a price or billing issue (and you don’t handle billing issues) the best way to answer the question is:
“The real expert in billing situations is [name of the person who handles
billing] and I can connect you now or ask her to call you back. Which would you prefer?”
Or . . . just follow the Golden Rule: treat others as you would like to be treated.
Ever have a bad day?
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Thanks for reading – here’s wishing you a beautiful day!