"No Problem!" is "Unfortunately" a Problem
Great service rides on great communication. Sometimes the difference between mediocre service and service that astonishes is your simple choice of words.
I read a great post by Bill Hogg regarding the phrase "no problem." Bill aptly points out that this common
phrase is a combination of two words customers don't like to hear. Why risk turning the customer off when you could make a positive impression with "you're welcome" or "I'm happy to help"?
Another word that is often inappropriately used in service experiences is "unfortunately." Customer Service Representatives (CSRs) use this phrase all of the time as a substitute for an apology and in a poor attempt at expressing empathy:
"Unfortunately, we don't have that item in stock."
Customers want their issue resolved and they also want to know that you care about them and their predicament. The root of the word "unfortunately" is "fortune" or "luck." So, when you respond with the word "unfortunately" you are basically saying, "Bad luck, dude. Fortune has not kindly shined her face upon you this day." But, it doesn't communicate any kind of empathy for the customer's situation.
What other words or phrases do you hear in customer service situations that we need to reconsider?
Agreed. Customers don't want to hear what you are unable to do for them. They want a solution.
"I can understand your frustration" or "I can help you with that" may be more appropriate phrases.
As a long time CSR myself, I was once asked in an interview this question: "If you had to write a book on customer service what would the first two chapters be titled."
My answer: "Identify the problem" and "Offer a solution." These are the cornerstones of customer service.
Posted by: Todd Razor | February 04, 2009 at 02:51 PM
Great comments, Todd! I couldn't agree more. It's not that difficult when it comes right down to it!
Posted by: Tom Vander Well | February 04, 2009 at 04:24 PM
I agree. Comments I don't want to hear are "That's news to me" and "We don't stock that item anymore. Sorry" One of the best I had recently was with a cable company. When I called about basic cable and how many channels, the CSR said, "I think 22 or maybe 24." Then I asked her what channels were available beyond the major ones. She wasn't sure and then tried to sell me on a more costly program. I hung up.
Posted by: Kevin Pokorny | February 05, 2009 at 04:10 PM