When you opened for business, you imagined you'd have customers that loved you all the time.

Only it's actually more difficult than that.

There will always be issues, and that's ok. You just need to make sure you're dealing with them right.

You want to make sure you're careful when you talk to customers. You might be saying things you think are great, but actually cause some rage!

Below are 9 examples of common problem-resolution phrasing that can be replaced with friendlier language:

Phrase #1

Bad Phrase: You don't understand...

The last thing that a confused, angry customer or client wants to hear is that they they aren't interpreting a scenario correctly. When you say things like this, you're implying that they aren't smart enough to understand. Not very nice!

Instead Say: Let me rehash everything to make sure I get it.

This version allows you to present yourself as empathetic and thorough. You're presenting yourself as a business owner who wants to gather all of the facts while understanding your customer or client's point of view. If nothing else, people appreciate empathy. They want to be heard and understood.

Phrase #2

Bad Phrase: Let me explain our policy again...

This phrase is belittling and condescending. Your customers probably do understand your policy, but they want to be treated as humans, not as numbers.

Instead Say: Let's see if we can work this out.

There's always a way to figure out a solution, so work with your customer, not against them.

Phrase #3

Bad Phrase: You should have read the small print!

Most customers sign up for services understanding the small print, but sometimes there are things they neglect to consider, and that's ok.

Instead Say: Let me see how I can make this right for you.

If someone didn't read the fine print and truly has an issue, you should use all of your resources to create a satisfying outcome for the client who might have truly been ignorant to the terms of your contract.

Phrase #4

Bad Phrase: There is nothing I can do.

Ther_e is always_ a solution you can offer your customers, even it means taking a loss. At the very least, you'll free yourself from the drama.

Instead Say: What can I do to make you happy?

Because at the end of the day, your customers want to experience the happiness that comes along with doing business with you. Honor their decision to trust you with their money.

Phrase #5

Bad Phrase: The computer won't allow me to...

Computers are computers! Don't let them control you. You can always find a way to work around your technology.

Instead Say: I'm going to take care of this manually. I'm sorry for the inconvenience.

Your customers want results, and they want to know that you care about resolving their issues, no matter what. Even if you have to send them a paper check, they'll be happy.

Phrase #6

Bad Phrase: I'm/we're sorry if ________ did not live up to your expectations.

Sometimes, the customer will expect more than what is reasonable for a situation. But, in most cases, phrases like these comes off as passive-aggressive.

Instead Say: I understand what you're saying. Please allow me fix this.

Again, use empathy. Empathy does an excellent job of neutralizing anger and bitterness.

Phrase #7

Bad Phrase: My other clients understand!

What takes place with your other clients doesn't matter. What matters is that each one of your clients are made to feel like they are being taken care of, and their business is important to you. When you refer to other clients, then you invalidate the concerns of the client who currently needs problem resolution.

Instead Say: I want you to feel understood. Let me repeat what I think you're telling me...

This is an excellent opportunity to create empathy and trust, while calmly clarifying any misunderstandings.

Phrase #8

Bad Phrase: That's our policy!

This is the kissing-cousin of “There's nothing we can do!” When you say this, then you're showing your customers that you're unyielding, and you're not willing to resolve issues in their favor.

Instead Say: I'll do everything in my power to resolve this for you.

Now you're getting to the heart of the matter. This is ultimately what your customers need from you.

Phrase #9

Bad Phrase: I should have called you/I was just about to call you.

This is a weak excuse, and customers know it. Better to own up to the fact that you haven't been in touch rather than make an excuse.

Instead Say: I'm sorry that I've neglected calling you. It won't happen again.

Be honest with your clients and customers. Sometimes, you can't get to them right away, and that's ok. They will appreciate the transparency.

Talk Better

To close, this is what Meredith Estepon Thu advices on the Unitiv blog:

“With a few key phrases in your arsenal, as well as a positive attitude and empathy for your customer’s situation, you can transform a potentially tense, angry situation into a positive experience for your customer.”

Positive experiences lead to happy customers, and this leads to you developing a positive business reputation while earning a continuous stream of revenue.