CITIZENS
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A P P R E C I AT E
BURLESON
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REMARKABLE & EXCELLENT
“I Don’t Know. You Need to Call [Another Department/company]
TRY THIS INSTEAD: “I don’t know, but I’d be happy to find out for you,” or “I don’t know, but let me loop in [another department/company] and we’ll get to the bottom of this for you.”
2
SERVICE
C.A.R.E.S.
WHAT NOT TO SAY 1
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“Please Calm Down”
TRY THIS INSTEAD: “I’m really sorry about that. It’s annoying to [have to deal with whatever they’re dealing with], and I’d be frustrated too.”
Phrases not to use in customer service.
3
“Nope” TRY THIS INSTEAD: “I’m sorry, that’s not something that we can do. However, what we can do is....”
4
“It’s Not Our Fault” TRY THIS INSTEAD: “I’m really sorry for how frustrating this situation is, but I’m going to do everything I can to make things right.”
5
“Sorry, But It’s Policy”
TRY THIS INSTEAD: “Sorry about the frustration, but here’s why this policy exists.”
You don’t need to be scared of saying the wrong thing. Customers appreciate the fact that you’re human, as long as you treat them with empathy and kindness. But by understanding the kinds of things that people really don’t want to hear, you can transform the way you think—and talk—when it comes to support, and ultimately build better relationships with your customers. CITY OF BURLESON
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MARKETING & COMMUNICATIONS DEPARTMENT