The Wrong Words Hurt Customer Experience. Here’s What to Say Instead

Small changes in your words can create big changes in customer perception. 

EXPERT OPINION BY MICAH SOLOMON, THE CUSTOMER EXPERIENCE EXPERT @MICAHSOLOMON

Illustration: Getty Images

Have you ever walked by an employee who you know in your heart is a nice person, but they don’t sound that way when they’re talking with a customer? Perhaps, they sound a little aggressive, argumentative, or not professional? If you, as a colleague or boss, are noticing this, as a customer service consultant, trainer, and keynote speaker, I can assure you that your customers are noticing it too. 

Here are some phrases and words that will rub most customers the wrong way and what your employees should be saying instead. 

Don’t tell your customers they “need to” do anything. 

When an employee tells a customer “You need to,” it can lead to resentment. The customer thinks, “I don’t need to do anything, buddy. I’m your customer!” 

Instead of, “You need to fill out this form,” try, “May I trouble you to fill out our health history form?” Instead of, “You need to come back at 11:00,” try “We’ll be ready to serve you at 11:00.” The difference is subtle but powerful. 

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Of course, don’t take this to ridiculous extremes. “You need to exit the premises now. The fire alarm is sounding,” is better than “Would you be so kind as to make your way to the exit?” 

Three phrases that you think are harmless but aren’t 

Responding to a customer’s follow-up question with, “Like I said…” or “Again…” conveys that the customer hasn’t been listening well. As professionals serving customers, it’s your job to convey information, not judge customers’ attentiveness. 

“To be honest with you…” makes customers wonder: If you’re being honest now, what were you doing before? 

“You owe us money…” is one of the many blunt ways you can talk about money. Since our society is generally reticent about money, when you do need to discuss it, do it gently. Try, “Our records show a balance of …” instead. 

Saying “no problem” is problematic in customer service. 

Businesses can be as formal or informal as they like. A surf shop should sound more informal than a five-star hotel, and most businesses fall somewhere in between. 

However, no matter how “slang-positive” you are or aren’t, when a customer thanks an employee and the response they receive is “no problem,” several things are going wrong here.  

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