Dealing with an Unhappy Customer? 7 Deadly Phrases You Should Avoid

You don’t have to be an expert to know that one single word can change everything.

The impact words have on people becomes even more important when you have to deal with an unhappy customer. If you are a small business owner with little customer service experience, it’s hard to tell what phrases will trigger a negative reaction that can potentially damage your reputation. You might not know why the customer is upset or for how long they’ve been unsatisfied, but it’s your job to fix the problem.

What should you say to restore their confidence in your products or services? Better yet, what phrases should you avoid to keep your customer from becoming even more dissatisfied with your small business?

Here are seven deadly phrases you should avoid and what to say instead.

1. “There’s Nothing I Can Do.”

Maybe the problem your customer is facing is out of your control. Even though theoretically, there’s nothing you can do, don’t tell them that. Instead, let them know that you are there, ready to offer your support.

What to say instead: “I am sorry to hear that. What can I do to help?”

2. “Unfortunately, No…”

When people hear the word “No” they tune out instantly. They’ve paid for a service/product, and they expect you to have the answers to their problem. Even if you don’t have it, there’s always a better way to say “No.”

What to say instead: “Although we can’t help you with that, here’s a better option.”

3. “Let Me Check on That.”

This phrase is too vague and doesn’t make the customer feel as if you are really helping them. When they encounter a problem, your customers expect to hear a clear plan that can help them fix the problem.

What to say instead: “I am going to study the problem and come back with a solution by 4 pm today.”

4. “I Have Another Call Coming In.”

If your small business is expanding, you will probably have the honor to chat with your customers on a daily basis. Regardless of how busy you are, never tell your customers that you have another call coming in. That will make them feel as if their problem doesn’t matter to you.

What to say instead: “If you don’t mind, I will put you on hold while I figure out a solution.”

5. “You Are Wrong.”

There’s an adage that goes, “The customer is always right.” Even if they are mistaken, don’t correct them as it will make you sound like you are on defense.

What to say instead: “It’s my fault, I didn’t explain that correctly.”

6. “I’m “Sorry! I’m Sorry!”

It’s OK to apologize if you’ve made a mistake. But, don’t use the excuses as a way to avoid taking responsibility for your actions.

What to say instead: “I’m sorry you had a bad experience with our product/service. Don’t worry; we will make it right.”

7. “It’s Not My Job”

If a customer requirement exceeds your capability, refer them to someone that can help them.

What to say instead: “I can’t help you with that, but let me transfer you to someone who has more information than I do.”

Dealing with unhappy customers is never easy. But, if you know what to say, and you are willing to help them, you can turn an unhappy client into a satisfied one.