Ban your CSRs from saying these words and phrases to improve your CX!

Although we live in a much less formal world than we did say 20 years ago, I’m not sure customer interactions are the best place to demonstrate that informality.  These are YOUR customers and we should treat them not as account numbers but as the most important asset we have as an organization.  The way we talk to customers is just as important as the what we are trying to convey to them. 

Can we agree to ban these 10 words and phrases from the vocabulary of our customer service employees? 

1.       Openings like, “May I have your account number?” rather than “Thank you for calling us today, we appreciate your business, how may I assist you?”

2.       Greetings such as Mr. Bob or Bob versus Mr. Azman and use of terms like Dude, Friend or Bud to address me during the interaction. 

3.       Commands such as “Hold On” while I look up your account. 

4.       Let me check on that “forya” instead of for you.

5.       My computer is slow today.

6.       Let me check with my supervisor.

7.       A different department handles that issue.

8.       Have a nice day.

9.       “They” as opposed to we have this policy or procedure.

10.   Filler words like, basically, like and um. 

I’m guessing you could add many more as well.  There is a difference between being friendly and being my friend.  The language used by your employees reflects your culture but more importantly, your brand!  I’m amazed at the number of times these two get confused when speaking with customer service departments in organizations.  I’m calling you for one of two reasons – I want to buy something from you, or I have a problem and I need assistance.

Many years ago, a wise leader of a retail operation told me that regardless of what happened just before I arrived at work – be it heavy traffic during my commute, a disagreement with my spouse or a sick child - when I walked onto the floor, I had to put my best foot forward. 

Nothing has changed since she told me that over 40 years ago.  Our customer service representatives must be “on” every minute they are interacting with customers.  The use of language is one component of the overall training of our representatives, but I consider it among the most important components.   We should coach to behaviors in addition to training on skills.  Our representatives may be the best in the world when it comes to processing orders or handling inquiries, but if we haven’t aligned their behavior to the experience we desire, the interaction will fall short of our customers’ expectations. 

Often, the language we use is the first and lasting impression customers have of our brand.  Do you know what your front line employees are saying to your customers?  If not, maybe it’s time to check in and listen!