Ever had a customer interaction that left you wondering, Did they really just say that? If you’ve ever been on the receiving end of bad customer service, you know how frustrating it can be. And if you’re running a business, the last thing you want is for your customers to walk away feeling unheard, undervalued, or downright annoyed.
So, let’s dive into some of the worst ways to communicate with your customers and why they’ll drive people straight to your competitors.
1. The “It’s Not My Problem” Approach
Imagine if a customer calls with an issue, and instead of offering solutions, your response is, “That’s not my department.” Not good at all.
What NOT to say: Customer: “Hi, I ordered a dress, but it arrived in the wrong size. Can you help?” Bad Response: “I don’t handle orders. You’ll have to call someone else.”
Try this: Customer: “Hi, I ordered a dress, but it arrived in the wrong size. Can you help?” Great Response: “I’m sorry about that! Let me check what I can do or connect you with someone who can help right away.”
Your customers don’t care about your internal structure. They just want their problem solved. Make it happen.
2. The “Robot Script” Disaster
If your customer interactions sound like you’re reading from an ancient, corporate-approved script, it’s time to switch it up. Nobody wants to feel like they’re talking to a machine.
What NOT to say: “We apologize for the inconvenience. Your feedback is important to us. Please hold.”
Try this: “Oh no! That’s frustrating and I totally get it. Let’s fix this for you.”
Authenticity wins every time. Drop the robotic responses and talk like a human. Our business H2H approach is what makes us unique and we can teach you as well.
3. The “Blame Game” Trap
Nothing damages a customer relationship faster than making them feel like they’re the problem. Even if the mistake was on their end, blaming them outright is a no-go.
What NOT to say: “Well, you should have read the terms and conditions more carefully.”
Try this: “I see what happened. Let’s figure out a solution together.”
A little empathy goes a long way. Customers don’t expect perfection, but they do expect you to care.
4. The “Too Cool to Care” Vibe
You know the type, the customer service rep who acts like they’re doing you a favor just by acknowledging your existence. If your tone screams I’d rather be anywhere but here, your customers will pick up on it.
What NOT to say: Customer: “I have a question about my bill.” Bad Response: (Sighs loudly.) “Ugh, what now?”
Try this: Customer: “I have a question about my bill.” Great Response: “Of course! I’d be happy to go over it with you.”
Nobody wants to feel like an inconvenience. Show up with enthusiasm or at least fake it convincingly.
5. The “Overpromise, Underdeliver” Scheme
Telling customers what they want to hear just to get them off your back will come back to haunt you. If you promise a 24-hour resolution and fail to deliver, you’re setting yourself up for a reputation disaster.
What not to say: “We’ll get that fixed in an hour!” (When you know it’ll take a week.)
Try this: “We’re working on this now, and I’ll keep you updated on the progress.”
Honesty builds trust. If you can’t meet expectations, set realistic ones instead.
Final Thoughts: Treat Your Customers Like Gold (Because They Are)
At the end of the day, talking to customers the wrong way isn’t just bad manners, it’s bad for business. If you want loyalty, repeat sales, and glowing reviews, make sure your communication is helpful, human, and honest.