Section 4: 5 Things to NEVER SAY to Customers

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5 Terms

1
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  • That's not my job."


  • ​Reason: It damages trust, alienates the customer, and demonstrates a lack of accountability and teamwork.


2
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  • ​"I'm sorry you feel that way."


  • ​Reason: It sounds defensive and dismissive, invalidating the customer's legitimate frustration rather than taking responsibility to resolve the issue.


3
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  • “I don't know."


  • ​Reason: It leaves the customer feeling unsupported and shows a lack of competence, instead of offering to find the answer.


4
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  • You misheard me."


  • ​Reason: It shifts the blame directly onto the customer, creating an argumentative dynamic instead of clearing up miscommunication professionally.


5
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  • As I've already told you!"


  • ​Reason: It sounds impatient, condescending, and disrespectful, which quickly escalates tension instead of providing consistent, friendly service improve.