10 Things to Never Say if you Work in Customer Service

Customer service can be tricky. You’re responsible for keeping customers happy – but how far should you go to meet that objective? You’re supposed to show empathy – but how much empathy? Where’s the line?

Think back to a recent customer interaction: did you think of something to say and then wonder if you should actually say it? Did you say something and quickly realize it was inappropriate? Or were you so careful with your words that the customer was left underwhelmed by your effort?

Your company may have guidelines for you to follow but it’s important to remember that there’s no shortage of things you could say that could get you in a world of trouble. While some things are obvious taboos for the workplace, there are plenty of “gray areas” that may seem perfectly acceptable to you but really aren’t appropriate for work. Even if your intentions are pure, here are 10 things to stay away from, no matter what, when you work in customer service.

1. Racial Slurs

   It shouldn’t have to be said, but we’ll say it anyway: no matter what’s going on in your head, never, ever, ever use a racial slur at work. Not only is this type of talk inappropriate for the workplace (and every other place), it leaves your employer open for a potential lawsuit.

2. Prayers

   If you’re a religious person, you’re passionate about your faith and beliefs. And while there’s absolutely nothing wrong with living a life deeply rooted in faith, it can be a problem if you showcase your beliefs at work. It’s important to remember that not everyone shares the same faith, and there are some people that don’t practice any religion. It’s never appropriate to pray with or speak with customers about God.

3. Curse Words

   You’re welcome to curse up a storm in your personal life and in the comfort of your own home, but don’t bring that language to work.

4. “You’re Wrong!”

   Telling a customer she’s wrong is one of the fastest ways to lose that customer’s business and the business of anyone in her sphere of influence. For decades we’ve trained customers to believe they’re “always right” so, even when they’re wrong, pointing it out will only do damage.

5. “It’s not a big deal.”

   By telling a customer that something “isn’t a big deal” you’re downplaying his concerns.

6. “You’re the first (or only) person to complain about this.”

   It may be tempting to point out that a customer is the first to raise a particular complaint, but it’s not a good idea. For one thing, pointing this out doesn’t get you any closer to a solution, and for another, the customer may infer that you think she’s being unreasonable or overreacting by bringing it to your attention.

7. “You clearly don’t understand.”

   Another fast and easy way to alienate a customer is to tell them that they “don’t understand” something. Most customers will take this as a direct insult to their intelligence and will get angry or defensive – which will make it that much harder to reach an agreeable resolution to the problem at hand.

8. “I don’t think I’m the best person to deal with this situation.”

   This statement tells the customer one of two things:

   1. My employer doesn’t care enough about employees and customers to train us sufficiently.

   2. I’m too lazy to deal with this myself/I don’t care enough about you to even try.

9. “Don’t tell anybody I told you this but…”

   Tempting as it may be, you should never reveal anything to a customer that isn’t already public knowledge.

10. “This policy is terrible.”

    By admitting that you disagree with an established company policy, you’re adding fuel to the fire. Doing so will create future problems and damage your company’s brand.

    Your company may have a list of do’s and don’t already in place – and maybe even a script for you to follow. But if not, we hope this list helps you stay away from statements and topics that will negatively influence your customer interactions.