Phrases you should NEVER say in customer service
Customer service is one of the most important pillars for any business. A single bad experience can cost you not only a sale, but also that customer's loyalty and potential recommendations.
In a call center, contact center or even a chat center, Every word counts. And although agents often don't mean any harm, there are phrases that generate frustration, distrust, or the feeling that the customer doesn't care about your company.
In this article you will discover which phrases you should never say, why they create a bad experience, and how to replace them with empathetic and effective responses.
Why do words matter in customer service?
A Microsoft study on Customer Experience revealed that the 96% of customers state that service is fundamental when choosing a brand. This means that what you say—and how you say it—directly influences customer satisfaction and perception.
Furthermore, in a multichannel world where users can communicate by phone, WhatsApp, email or social media, every interaction is an opportunity to strengthen the relationship... or to lose it.
Therefore, avoiding certain phrases is key to building trust and projecting professionalism.
5 phrases you should never say in customer service
1. “That’s not my area”
This is one of the most common phrases in customer service. When a customer hears this, they immediately feel that their time is not valued.
👉 Instead of closing the door, the agent should assume a guiding role.
✅ Best answer:
“"Let me check with the relevant department and provide a solution as soon as possible."”
In this way, the client feels supported and not abandoned.
2. “He has to wait”
In a call center either chat center, The word "wait" is like a trigger. Nobody wants to hear that they have to wait indefinitely.
✅ Best answer:
“We are currently validating your case. This will take approximately [x minutes]. Would you like me to contact you when it is ready?”
Here, not only is there transparency, but respect for the customer's time is also conveyed.
3. “Nothing can be done”
This phrase destroys any attempt at trust. The customer feels that their problem is unsolvable and that the company is washing its hands of it.
✅ Best answer:
“This isn’t currently possible, but I propose these alternatives…”
There should always be at least one option. The key is to turn a "no" into a "not yet" or a "yes, but in a different way.".
4. “Calm down, please”
Although it may seem harmless, this phrase conveys that the customer is exaggerating and minimizes their frustration. Telling someone to "calm down" almost always has the opposite effect: it makes them angrier.
✅ Best answer:
“I understand your frustration and I’m here to help. Let’s work this out together.”
Empathy is the most powerful tool in customer service.
5. “It’s not my fault”
Customers don't call or write to find out who's to blame, they want a solution. This statement reflects a lack of commitment and zero responsibility.
✅ Best answer:
“I’m sorry for what happened. I’ll make sure your case reaches the appropriate department for a solution.”
Taking responsibility for the problem, even if it's not directly the agent's responsibility, builds trust and demonstrates professionalism.
Practical tips for improving communication in customer service
In addition to avoiding these phrases, it's important that in every interaction your team:
1. Use positive language → Instead of saying what you can't do, focus on what you can do.
2. Practice active listening → Let the customer speak, validate their frustration, and repeat the essentials to confirm that they understood correctly.
3. Support with technology → With a multi-agent communications software, Your agents have access to the customer's complete history and can provide quick and consistent answers.
4. Provide ongoing training to the team → Empathy can be trained, and every interaction is a learning opportunity.
5. Integrate all channels → True multichannel allows for continuity of experience without the customer repeating their story on each channel.
Conclusion
Customer experience is built word by word. Avoiding hurtful phrases and replacing them with empathetic responses can make the difference between a customer who leaves upset and one who enthusiastically recommends your company.
At iKono Telecomunicaciones, we believe that technology enhances empathy. With our solutions for call center, chat center and contact center, your team will be able to focus on what matters most: solving problems and caring for people.
👉 👉 Ready to transform the way you talk to your customers?
📲 Schedule your free demo and take the first step toward a more efficient Contact Center.
Fountain: iKono Telecommunications supported by AI
#We invite you to read our blog post «"Communication in the Contact Center"»
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