16% of people who received bad customer service, complain about it on social media. 52% tells their experience to family and friends. And more than 60% of consumers are influenced by other people’s comments about companies and their customer service. Zendesk – What is bad customer support? _

You’re not listening to me.

Remember that the customer needs you to listen to them, not vice-versa. If the customer is ‘acting up’, there are tons of better ways to solve that problem. Remind the client that you are there to help them.

“I’m sorry, but that’s our policy.”

This policy will only escalate into a situation where your customer loses – and you lose your customer. If your policy is too rigid it might be time for a review.

“I decided you didn’t need it by your due date.”]

I can not believe a rep actually said this. If you messed up, be honest with your client. Don’t go giving them a half-assed excuse and never tell them something like this.

“That’s not my fault, it was the cash register.”

This happened when $8 shoes suddenly became $10 ones at checkout. Now, the cashier might not be a person specifically in charge of the prices that appear on the cash register,  but it’s my strong belief that customer service is something which should be part of basic training of every employee. And each and every person in your organisation should, at some point, be involved with customer support.

“It’s working as designed.”

Which includes, but is not limited to, all bugs, errors and explosions.

“It’s not our fault that you have this problem, it’s yours.”

Are you kidding me?

“You need to go online to do that.”

But I’m speaking to customer support, right? Aren’t you supposed to, I don’t know, provide support? Keep in mind that your customer probably already searched online for a solution to his problem. The very reason he’s contacting you is because he can not find a solution to the problem.

“What do you want me to do about it?”

HELP ME, YOU IDIOT!

“You’re not following our process.”

The process was designed for the client. It’s not the client who has to adapt to the process. If a client is not following your process, then that very process is the problem.

“You’re stupid. click

I don’t care if you have the dumbest, most technologically inept client ever on the line, you don’t say this. Ever.

“F*ck you.”

… I’m speechless. Who the hell trains these people?

“Maybe if you lose some weight we could have things that fit you.”

This was said by a manager of Victoria’s Secret to a slightly overweight girl. Needless to say, this quote went viral in no time. Although it might be true that your brand you doesn’t have certain sizes, there’s absolutely no need to react in this kind of way.

“It’s over there.”

In a bookshop, ‘over there’ is the equivalent of saying the needle is in haystack A instead of haystack B.

“Please go to our website.”

How on earth is that providing customer support? Seriously, people call you just so you can tell them to go to your website? There’s really nothing you can do for your client at that moment?

“I’ll have to transfer you.”

Studies show that the number one reason for customer frustration during support is the fact that they have to explain their story to multiple agents.

“Hmm, I don’t know.”

It’s great being honest with your clients, but if you’re in customer support, you have to come with a solution. If you don’t know the answer to a problem, find someone who can or work together with the client to come to a solution or answer which will satisfy him.

“If you have any other problems, please let us know.”

If you think about it, this implies there’s going to be other problems. 😉

“Your call is important to us.”

You’re lying. You know that. The client knows that. If it’s not sincere, ditch this line from your script.

“I apologize for any inconvenience caused by this.”

“The customer isn’t always right.”

Fine, but you’re meant to be providing support. You’re not there to discuss the principles of customer – company relationships. You’re not there to think about who’s right and who’s wrong. The client has a problem. You’re there to fix that problem and provide an excellent overall experience which will reflect on the overall image of your company.

Did you have bad customer experience in the past? Share it in the comments and we’ll add it to this list!

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Ewout is straight-forward and direct. He makes sure we keep moving forward. He’s a friendly chap and never fails to motivate the team to perform at their best.

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