Comments on: The top words and phrases customers use to express their dissatisfaction http://www.callcentrehelper.com/the-top-words-and-phrases-customers-use-to-express-their-dissatisfaction-9346.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: SteveD http://www.callcentrehelper.com/the-top-words-and-phrases-customers-use-to-express-their-dissatisfaction-9346.htm/comment-page-1#comment-29158 SteveD Wed, 24 Mar 2010 21:08:18 +0000 http://www.callcentrehelper.com/?p=9346#comment-29158 A agree wholeheartedly with all the "I apologize" comments. Don't just say it - make it specific and sincere. One of the things I've said is that I can't change what's happened in the past but I can make the experience better starting with this call, email, etc. That puts a lot of responsibility on me to ensure that what I commit to gets done, but that's the level of care that customers in that position deserve. Perhaps in the process something can be learned that will help change the business so it doesn't happen to other customers. A agree wholeheartedly with all the “I apologize” comments. Don’t just say it – make it specific and sincere. One of the things I’ve said is that I can’t change what’s happened in the past but I can make the experience better starting with this call, email, etc. That puts a lot of responsibility on me to ensure that what I commit to gets done, but that’s the level of care that customers in that position deserve. Perhaps in the process something can be learned that will help change the business so it doesn’t happen to other customers.

]]> By: Billy http://www.callcentrehelper.com/the-top-words-and-phrases-customers-use-to-express-their-dissatisfaction-9346.htm/comment-page-1#comment-29105 Billy Sat, 13 Mar 2010 11:22:14 +0000 http://www.callcentrehelper.com/?p=9346#comment-29105 "I can only apologise" is one of the worst phrases you can use. It diminishes the agent to the role of message taker, never use it! If someone said it to me, my reply would be "Can you transfer me to someone who can do more than 'only' apologise?". Offering to refer to another department is also a potential minefield - does the caller need to know the internal workings of the organisation? Why not take responsibility for that call? Take control - take ownership: the agent may have to speak to another department, but do that on behalf of the caller: not only are you saving them from explaining themselves again, you are the one going back to them with a solution, and will look much better in their eyes. Also, be aware of long pauses in the conversation, that can often indicate that a caller is unhappy. If they take deep breaths before speaking, they can be either worked up, or are working up to something. If a caller uses the word "Listen..." that's also a sign that something is amiss... “I can only apologise” is one of the worst phrases you can use. It diminishes the agent to the role of message taker, never use it! If someone said it to me, my reply would be “Can you transfer me to someone who can do more than ‘only’ apologise?”.

Offering to refer to another department is also a potential minefield – does the caller need to know the internal workings of the organisation? Why not take responsibility for that call? Take control – take ownership: the agent may have to speak to another department, but do that on behalf of the caller: not only are you saving them from explaining themselves again, you are the one going back to them with a solution, and will look much better in their eyes.

Also, be aware of long pauses in the conversation, that can often indicate that a caller is unhappy. If they take deep breaths before speaking, they can be either worked up, or are working up to something. If a caller uses the word “Listen…” that’s also a sign that something is amiss…

]]> By: Mark Carter http://www.callcentrehelper.com/the-top-words-and-phrases-customers-use-to-express-their-dissatisfaction-9346.htm/comment-page-1#comment-29097 Mark Carter Fri, 12 Mar 2010 10:32:19 +0000 http://www.callcentrehelper.com/?p=9346#comment-29097 I think what particularly interests me is not the verbal cues by which the client expresses their disatisfaction, but the other cues, such as tone of voice, sighing, pausing, etc. These cues are often the ones which enable you to get in there *before* the client is kicking off, and potentially resolve something before it becomes critical. I think what particularly interests me is not the verbal cues by which the client expresses their disatisfaction, but the other cues, such as tone of voice, sighing, pausing, etc. These cues are often the ones which enable you to get in there *before* the client is kicking off, and potentially resolve something before it becomes critical.

]]> By: DaddyM http://www.callcentrehelper.com/the-top-words-and-phrases-customers-use-to-express-their-dissatisfaction-9346.htm/comment-page-1#comment-29092 DaddyM Thu, 11 Mar 2010 11:48:12 +0000 http://www.callcentrehelper.com/?p=9346#comment-29092 It's very easy to give a genuine apology without actually putting the blame on yourself. "...I'm really sorry we sent your package to the wrong address..." is an apology, but in it, you're squarely laying the blame at your door. "...I'm really sorry for the inconvenience caused by the address mix up..." is a genuine apology without actually admitting it was your fault (it might not have been Most of the time, customers just want an acknowledgement and some genuine empathy. It’s very easy to give a genuine apology without actually putting the blame on yourself.

“…I’m really sorry we sent your package to the wrong address…” is an apology, but in it, you’re squarely laying the blame at your door.

“…I’m really sorry for the inconvenience caused by the address mix up…” is a genuine apology without actually admitting it was your fault (it might not have been

Most of the time, customers just want an acknowledgement and some genuine empathy.

]]> By: Jonathan Wax http://www.callcentrehelper.com/the-top-words-and-phrases-customers-use-to-express-their-dissatisfaction-9346.htm/comment-page-1#comment-29091 Jonathan Wax Thu, 11 Mar 2010 11:38:43 +0000 http://www.callcentrehelper.com/?p=9346#comment-29091 I absolutely agree with you, it is a very insincere phrase. Sadly you would be amazed at how often it occurs. I absolutely agree with you, it is a very insincere phrase. Sadly you would be amazed at how often it occurs.

]]> By: N Woolgar http://www.callcentrehelper.com/the-top-words-and-phrases-customers-use-to-express-their-dissatisfaction-9346.htm/comment-page-1#comment-29090 N Woolgar Thu, 11 Mar 2010 10:25:26 +0000 http://www.callcentrehelper.com/?p=9346#comment-29090 "I can only apologise" is an awful expression and sounds very non commital. If something has gone wrong, then stating that you're very sorry is the first thing that should be done and can be the most important thing that you do in the call. “I can only apologise” is an awful expression and sounds very non commital. If something has gone wrong, then stating that you’re very sorry is the first thing that should be done and can be the most important thing that you do in the call.

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