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Trigger Words - Cheat Sheet

The document provides a "cheat sheet" with trigger words and phrases to avoid saying to customers, along with preferred alternatives. It lists situations commonly encountered in customer service such as apologizing, explaining policies, addressing complaints, and not knowing an answer. For each one, an example of an undesirable response is given along with a suggested positive rephrasing that is more empathetic, solution-focused, and avoids blame or superiority. The overall message is to acknowledge customers' perspectives, take responsibility for problems, and rephrase responses in a helpful rather than confrontational tone.

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MedfordS.Mousta
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2K views2 pages

Trigger Words - Cheat Sheet

The document provides a "cheat sheet" with trigger words and phrases to avoid saying to customers, along with preferred alternatives. It lists situations commonly encountered in customer service such as apologizing, explaining policies, addressing complaints, and not knowing an answer. For each one, an example of an undesirable response is given along with a suggested positive rephrasing that is more empathetic, solution-focused, and avoids blame or superiority. The overall message is to acknowledge customers' perspectives, take responsibility for problems, and rephrase responses in a helpful rather than confrontational tone.

Uploaded by

MedfordS.Mousta
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Trigger Words: Cheat sheet

Don’t say this! Say this!

Notes Then write an example of something you T​ry to think of an appropriate,


should not say to a customer for each non-confrontational alternative for
situation listed in the first column. These each situation. For example, you
should be things you might be tempted to might reinforce an unpopular policy by
say if you weren’t thinking, like reinforcing an explaining how it benefits the
unpopular policy by saying, “There’s nothing customer in some way and then
I can do, it’s our policy.” offering them additional assistance.

● Understand what "I'm sorry that you feel that way." “I’m sorry, I can acknowledge how
you are apologising [INSERT PROBLEM] must have
for Don’t put the problem back on the been frustrating for you.”
● Say sorry sincerely customer and tell them “I’m sorry you
● Show empathy feel that way. I’m so sorry to hear about this,
● Give the solution [use customer’s name]
● Take responsibility
● Offer reassurance

Remember: “We regret any inconvenience this may “I’m sorry that your experience
have caused” was…[reflect the customer’s
May have caused? If an language – so long as it wasn’t
inconvenience was caused, I apologize for any inconvenience this rude!]”
apologize for it directly. may have caused.

Remember: “As I’ve already said…” “we previously spoke about”

Using “we”, as in the As it was previously mentioned… and paraphrase back to the
advisor and the customer, customer, to help to lessen the
instead of “you” accusatory tone.

"Unfortunately, no ..." “ What I can do is..”

*leading with the negative, you might


make customers upset or angry.

"You misunderstood me." “ Allow me to rephrase that..”

- don’t use generic phrase “Our records indicate…” “I have reviewed your online
- use first person and account and I see that…”
active verbs
“I have checked the case you’ve
inquired about…”
“Please do not hesitate to contact us” “Please contact us if you have any
questions about your… . We’re
happy to help.”

“Your feedback will be shared with the “I will share your feedback about…
appropriate department” with our [insert name of relevant
department].”
“Feel free to contact us again”
“Please contact us if you have any
it’s a mindless courtesy that is just far questions about your… . We’re
too corny and inauthentic. happy to help.”

“I’m sorry that you’ve felt the need to I’m sorry, I can appreciate how
complain” [INSERT PROBLEM] must have
been frustrating for you.”

It’s company policy/ “It’s our policy. In this situation, I would/ What I
There’s nothing else I can do…. can do for you is…”

"That’s contrary to our policy, but I


know what you mean. Let me see
what I can do."

So don’t irritate a customer You have to . . ./ You should’ve/ What "Would you please …"/ "​In case
by using this phrase to you must do/ What you need to do is.. this happens again, it might
sound superior, just try to help you to​ …"
present them with
solutions. “can I suggest that you…“

Can you hold for a moment? Please allow me to check on this


and get back to you while I get
Please hold on/ wait more details about this..

Thank you for your time today I'm glad that I was able to help you
[Customer Name], is there
anything else I can help you with?

- If you check our website/ KB/ articles I’ll send you a link to a useful web
etc… page, and I can take you through it
as well

- “You may find it quicker to get the - Let me direct you to the page on
answer you need from our website at the website/ KB that gives you the
blah.com” information/Let me ping you a link
to the information.”

I don’t know.. I’m not sure… etc - Let me find out for you
- “To find out, what I’m going to do
is …”

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