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Top Five Phrases:

Never say these to a customer:

1. That’s not my job.
2. If you would just listen …
3. You’re wrong.
4. That’s not our policy.
5. So what did you expect?
Bonus Phrase: Calm down. (Those are fightin’ words …)

Use these to deal with an angry customer:

1. I can appreciate that you feel this way.
2. I can understand your concern. Let me see what I can do to help.
3. I am committed to helping you.
4. Let’s see what we can work out together.
5. You are right.

Adapted from:

Customer Service Books