Hebert Performance Training: 10 Phrases Your Customers Should NEVER Hear!

The following phrases, unfortunately, are commonly heard during an average business day in many organizations. Phrases such as those listed below, not only turn off customers, they actually offend their intelligence. Negative phrases used by employees represent an attitude of disrespect for customers, a lack of appreciation towards them, and reflect an organization that allows such behavior. An organization may have the best service or product imaginable, yet their treatment of customers on a daily basis will dramatically impact their overall reputation, resulting in business success or failure.

I was recently at a doctor’s office and was appalled at the treatment received by several patients from the receptionist. Not only did I witness this, but the entire waiting room did! I guarantee I wasn’t the only one that mentioned this scene to their doctor.

When poor behavior isn’t addressed appropriately by a manager, it can spread rapidly, as it is now viewed by other employees as acceptable behavior. Leaders have a responsibility to not only recognize poor behavior, but take action so that a positive customer-focused environment is maintained.

1 - “ Who told you THAT?”

2- “I just explained that to you.”

3 – “Like I said, it’s our policy.”

4 – “You’ll HAVE to …”

5 – “There’s nothing I can do about…”

6 - (The customer has just explained a problem scenario) “That’s impossible…”

7 – “Didn’t we already give you that information?”

8 – “I’m busy right now, you’ll just have to wait.”

9 – Anything said in a rude, demeaning, abrupt, or condescending tone.

10 – “I’m new here.”

“I didn’t create this problem.”

“I just got back from vacation, and I’m not sure what’s going on.”

Visit www.heberttraining.com/cs1_ to make sure customers
aren’t getting the wrong message!