Have you ever considered things you customers do not want to hear from you?
It is a question that is not hard to answer. Let’s walk through some things that you should avoid talking to your customers.
1. “I forget your name. Could you tell me it again?”
Why that's wrong: These questions show that you didn't listen carefully or that you did not care to remember the name of your customer.
What’s better: If you did not know your customer’s name, you should not reveal this in your question. You can ask “Could you spell your name, please?”. If you give this request, it means that you want to make sure that you get the spelling correct.
2. "That's against our policy."
Why that's wrong: This sentence shows that you only think about yourself instead of your customers.
What’s better: Tell your customers what you can do. Do not tell what you can not.
3. “Let me schedule this for next morning. I can not talk with you now.”
Why that's wrong: This shows that you work by the clock and can not wait to get home. The most important is to indicate that you are not uncommitted worker to customer needs.
What’s better: Tell your customers that you meet their need even when it is closing time.
4. "That's not my job."
Why that's wrong: This indicates that you avoid solving customers’ problems and do not offer solutions from someone.
What’s better: Tell who can help your customers’ problems.
5. “Let me see when I am going to be in this area next week to schedule delivery.”
What’s wrong: This indicates that your convenience was more important than your customers’. It seems that you chose when will be most convenient for you and not for your customers.
What’s better: Ask your customers when will be most convenient for them.
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