Reaching agreement

Question 1

“Well, let’s talk about the company’s objectives” is an example of

Answer 1

Move away from a contentious point

Question 2

“Let’s look at our results from the last year” is an example of

Answer 2

Move away from a contentious point

Question 3

“So, what figure did you have in mind?” is an example of

Answer 3

Invite the other party to make an offer

Question 4

“How much did you want to spend?” is an example of

Answer 4

Invite the other party to make an offer

Question 5

“I just want what’s best for this organization” is an example of

Answer 5

Avoid the personal, emphasize the group

Question 6

“We have to keep in mind the best interests of the company” is an example of

Answer 6

Avoid the personal, emphasize the group

Question 7

“It’s my job to keep this company on target” is an example of

Answer 7

Focus on the realistic

Question 8

“What you’re proposing just isn’t possible at this time” is an example of

Answer 8

Focus on the realistic

Question 9

“We can live with that, but we’ll have to rethink our plans” is an example of

Answer 9

Make concessions

Question 10

“If we see an increase in revenue, perhaps we can renegotiate later” is an example of

Answer 10

Make concessions

Question 11

Don’t say “I’m not sure.”

Answer 11

It signifies helplessness and lack of competence.

Question 12

Don’t say “Let me check.”

Answer 12

It is a vague phrase that leaves your customer in limbo.

Question 13

Don’t say “I can’t help you.”

Answer 13

It is inherently rude and shows that customer service reps have no business using on the phone.

Question 14

Don’t say “Visit our Help Center instead.”

Answer 14

It’s like someone you ask for directions just hands a map and says, “figure it out.”

Question 15

Don’t say “Calm down.”

Answer 15

If a customer is angry or upset, it is your job as the customer service rep to calm them down by solving their issue

Question 16

Don’t say “You’re mistaken.”

Answer 16

Shy away from any language that smacks of correction or direct contradiction to what the customer is saying.

Question 17

Don’t say “I’m having a bad day.”

Answer 17

If reps are clearly struggling on the phone with clients, in the mind of the customer, so is your business.

Question 18

Don’t say “We’ve never had this issue before.”

Answer 18

This futile attempt at reassurance makes no difference in the mind of the customer.

Question 19

Don’t say “Let me call you back.”

Answer 19

If you need to do some serious research or consulting with your team prior to resolving their issue, let the customer know.

Question 20

Say “Happy to help!”

Answer 20

Whatever the reason, you need to let them know that you’d be happy to hear them out.

Question 21

Say “Let me know if there’s anything else I can do for you.”

Answer 21

It’s my way of saying that it would be my pleasure to assist with any lingering concerns that may have cropped up.

Question 22

Say “I understand how annoying/ sad/ upset that must be.”

Answer 22

But be careful, great support is defined by genuine empathy.

Question 23

Say “As much as I’d love to help, your request is beyond what we’re able to do for customers.”

Answer 23

It’s never fun to say, “We can’t do that,” but you can at least do it nicely.

Question 24

Say “Great question! I’ll find that out for you!”

Answer 24

Whenever you’re able to put the spotlight on what will be done rather than what’s happened, you’ve made a smart move.

Question 25

Say “Nice to meet you!”

Answer 25

Using a friendly tone of voice goes a long way in creating real customer engagement.

Question 26

Say “May I ask why that is?”

Answer 26

Even if the comment feels malicious, you might be curious as to what brought them to that conclusion.

Question 27

Say “Thanks for bringing this to our attention!”

Answer 27

People who offer a detailed report of a bug they encountered are the unsung heroes of your product’s quality control.

Question 28

Say “I completely understand why you’d want that.”

Answer 28

You have to say “no.” But you can at least empathize and acknowledge that people use your product in many different ways.

Question 29

Say “I’d love to understand more about …”

Answer 29

You’re letting them know they have your ear and that they’re free to share more of their frustrations with or use cases for your product.

Question 30

Say “I’ve passed this on to our team”

Answer 30

Assuring a customer that you have recorded their comment and passed it on to the right people helps them feel listened to and appreciated.

Question 31

Say “I’ve read through the conversation so far.”

Answer 31

Often, support conversations need to be handled by more than one customer service team member due to a shift changeover or a question that requires special handling.

Question 32

Say “Thank you for being our customer!”

Answer 32

A genuine thank you is rare, but it’s a very simple, positive way to build a stronger relationship with the people who really do pay the bills.

Question 33

Don’t say “Your call is important to us.”

Answer 33

If you aren’t doing anything to keep that business, they know you don’t mean it.

Question 34

Don’t say “Our apologies for any inconvenience this may cause.”

Answer 34

Instead of resorting to an overused, disingenuous expression, be specific and direct.

Question 35

Don’t say “Thank you for the feedback.”

Answer 35

Try replacing customer feedback with customer insight to put a more positive, authentic spin to your support interactions.

Question 36

Don’t say “Unfortunately, I can’t do that for you.”

Answer 36

Take something that might sound negative and turn it into something positive.

Question 37

Don’t say “I’m sorry you feel that way.”

Answer 37

By going beyond the typical non-apology, you can win back a customer who you might have otherwise lost.

Question 38

Don’t say “Can I help you with anything else today?”

Answer 38

Being able to read the room and react appropriately to a customer’s mood is important for a good customer service interaction.

Question 39

Don’t say “I’m sorry. I didn’t recognize that request.”

Answer 39

Customers hate being told that they aren’t asking their question quite right.