Ten Things Customers Don't Want to Hear, and What to Say Instead
ONE: I'M SURPRISED YOU HAVEN'T HEARD ABOUT OUR PRODUCT.
Why that's wrong: Sounds condescending, arrogant, and insulting, implying that the prospect is ignorant.
Better statement: Since you said our product is unfamiliar to you, I'll take a couple of minutes to describe it and answer your questions.
TWO: THAT'S NOT MY JOB.
Why that's wrong: Not only do you avoid handling a customer's problem yourself, you offer no solution from anyone.
Better statement: I know just the person who can help you with that problem, and I'll introduce you to her.
THREE: SORRY, IT'S CLOSING TIME, SO I CAN'T TALK WITH YOU NOW.
Why that's wrong: Indicates that you work by the clock, not by commitment to customer needs.
Better statement: As you can see, the store is closing now, but I will be glad to stay around a few minutes until we meet your need.
FOUR: TO SCHEDULE DELIVERY, LET ME SEE WHEN I'M GOING TO BE IN YOUR NEIGHBORHOOD NEXT WEEK.
Why that's wrong: Shows that you have your convenience as the decisive factor in scheduling, not the customer's convenience.
Better statement: Yes, we can deliver this to you next week. What day and time will suit you best?
FIVE: YOU'RE THE FIRST PERSON WHO HAS COMPLAINED ABOUT OUR SERVICE.
Why that's wrong: Implies that the customer is a grouch and troublemaker, and that your company could not possibly be wrong.
Better statement: Even though we hear plenty of compliments about our service, we know there's always room for improvement, so I'm grateful that you reported this problem.
SIX: TELL ME YOUR NAME AGAIN, AND WHAT THE PROBLEM IS.
Why that's wrong: Shows that you didn't listen carefully, and this will infuriate a person who is dissatisfied already.
Better statement: Mr. Adams, as I understood you, your car's air conditioning isn't cooling adequately. Right?
SEVEN: IF YOU BUY THIS ITEM, YOU'LL HELP ME MEET MY SALES QUOTA FOR THE MONTH.
Why that's wrong: Makes you sound only marginally successful, and reflects that you are using the customer instead of becoming useful for the buyer.
Better statement: This item has been quite popular this month, and we are hearing good reports from customers who have installed it.
EIGHT: WALK THROUGH THAT DOOR OVER THERE, TURN LEFT, TAKE THE ESCALATOR, AND YOU'LL BE ON THE FLOOR WHERE WE ACCEPT RETURNED MERCHANDIZE.
Why that's wrong: Many people get confused about directions, and if the customer gets lost, you are adding to her frustration.
Better statement: Let me tell my manager that I am going to take you to the clerk who can assist you with this returned merchandize.
NINE: GOSH, I BARELY GOT HERE-HAD TO DROP MY DOG AT THE VET, TRAFFIC WAS TERRIBLE, AND I'VE GOT THIS AWFUL HEADACHE.
Why that's wrong: Customers aren't interested in your problems, because they are depending on you to solve their problems.
Better statement: Good morning, I'm glad to meet you. That all that you need to say about yourself and how you arrived.
TEN: THAT'S AGAINST OUR POLICY.
Why that's wrong: Customers don't want to deal with inflexible bureaucrats, but with sales people who care enough to adjust to unmet needs.
Better statement: While regulations seem to indicate we can't do this, I believe we can find a way to meet your needs..http://customer-relationship-mgt.bestmanagementarticles.com/a-476-top-ten-things-customers-don-t-want-to-hear-and-what-to-say-instead.aspx