Skip to main content
It looks like you're using Internet Explorer 11 or older. This website works best with modern browsers such as the latest versions of Chrome, Firefox, Safari, and Edge. If you continue with this browser, you may see unexpected results.

Business

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: http://www.sheridan.edu/.

Customer Service Books