Four Phrases That Will Cost You Clients

Posted on March 27, 2012 by LCT Magazine

These phrases are the worst things you can say to your clients. They are adapted from an Inc. Magazine article called “5 Worst Things You Can Say To A Customer.”

1. “That’s our policy.” This statement is destructive. It’s the customer service equivalent to “That’s tough” or “You’re out of luck.” Its primary purpose is to shut down a conversation. It only accelerates the transformation of current clients into former clients. For some clients, it’s a declaration of war. Customers should not accept contract verbiage as an excuse for less-than-promised service.

2. “There’s nothing I can do.” Nothing is more irritating and frustrating to clients than spending time speaking with a customer service representative just to be told there’s nothing that can be done. This statement is not true, because you always have the option to give them their money back. Focus on problem solving rather than problem diverting. Give your team the freedom to find creative alternatives and reward them for innovative solutions.

3. “Would You Mind Holding For A Moment?” It’s better to speak this phrase directly and specifically, i.e. “I’m going to put you on hold while I speak with my supervisor, and I’ll check back with you in a minute or so if I haven’t got an answer by then.” This will give clients more peace of mind and may ease some of their frustrations.

4. “You’ll have to go to our website.” This is just another way of saying, “I can’t help you.” If they’ve already been on the phone with you, ask for their email and send them the link to the page or necessary file instead of asking them to hunt it down.

Click here to read the original article by Inc. Magazine, 5 Worst Things You Can Say to a Customer.
 
— Michael Campos, LCT associate editor

 

View comments or post a comment on this story. (0 Comments)

More LCT Blog Blog Posts

September 22, 2017

Dealing With Weird And Bizarre Passenger Requests

One party of girls wanted to be smacked upside the backside every time they exited the limousine.

September 13, 2017

Create A Handbook Your Employees Will Actually Read

Black and white words on a page are boring and uninspiring; here are some things to consider when creating a how-to guide for your company.

August 29, 2017

Billy The Coach: How To Plan And Prepare For Success

The LCT Summit keynoter starts contributing this week to our blog by asking: What is it you want bad enough to work for?

August 16, 2017

Don’t Let Poor Grammar, Spelling, And Punctuation Ruin Your Image

You are what you write. Make sure you leave a good business impression, especially on social media.

August 8, 2017

Behind The Screens: Why Face Time Matters

Computers and smartphones have conditioned us to text and email our way through life. Here’s how Millennials and managers can work together to break the habit.

See More

Facebook Comments ()

Comments (0)

Post a Comment

Submit

Blog

See More

LCT Store

LCT Magazine - September 2017 $12.95 MOTORCOACH / BUS ISSUE COVER STORY: * Irizar Racks Up A Good Rookie Year * *
LCT Magazine - August 2017 $12.95 MILLENNIALS/FAST 40 ISSUE COVER STORY: * How to Score & Keep The Best Young Talent * *



Connect

Experience the three annual industry events for networking for business, showcasing vehicles and products, and getting the tools for success.

Read About Your Region

What’s Happening Near You?
Click on any state to see the latest industry news and events in that region.

More From The World's Largest Fleet Publisher

Automotive Fleet

The Car and truck fleet and leasing management magazine

Business Fleet

managing 10-50 company vehicles

Fleet Financials

Executive vehicle management

Government Fleet

managing public sector vehicles & equipment

TruckingInfo.com

THE COMMERCIAL TRUCK INDUSTRY’S MOST IN-DEPTH INFORMATION SOURCE

Work Truck Magazine

The number 1 resource for vocational truck fleets

Metro Magazine

Serving the bus and passenger rail industries for more than a century

Schoolbus Fleet

Serving school transportation professionals in the U.S. and Canada

Please sign in or register to .    Close