34 Customer Service Good Words/Bad Words

I was moving some books around my shelves this morning and an index card fell out on the floor. I have zero idea of where it came from. That being said, I figure that God wanted me to see it and that he wanted you to see these words too (smile). So, here they are. They are marked as:

Words to Use (for extraordinary customer relations) and……

Words to Avoid (for extraordinary customer relations)

Words to Use:

1. Are you willing?
2. Will you?
3. What have you considered?
4. What are the options?
5. Which do you prefer?
6. What are the alternatives?
7. How can it be corrected?
8. How can I help?
9. What do you want me to do?
10. Here are some options.
11. I made a mistake
12. I understand.
13. I understand your concern
14. I apologize for (specific action)
15. however
16. will/willing
17. able
18. unable

Words to Avoid:

1. have to
2. I need (want) you to….
3. You need to….
4. What’s your problem?
5. I can’t/you can’t
6. Would you mind….?
7. I’ll try
8. I’m sorry
9. It’s just a …….
10. best/worst
11. but
12. required, necessary
13. should/ought to
14. must
15. policy
16. jargon

Now then, wasn’t that easy? Sure was for me (smile).

Thanks for visiting!

Craig