The Big List of Things Not to Say (Intro)

There have been a few posts around about things customer service representatives shouldn’t say. There are a few posts and informational articles on this subject, but none of the lists are too complete and there is always more to add

I’ve decided to compile a list of things that customer service representatives should not say and include the alternatives that they should say. I’m working on this list with several other customer service bloggers and authors and it will be available as a free PDF download on Service Untitled.

If you phrases that you think customer service representatives should not say (as well as alternative things they should say) – feel free to post a comment or email me with your suggestions. All contributors will be given a link to their blog or web site and appropriate credit in the PDF.

Here are some posts related to the subject:

This is a good list to compile, because it is easy enough for representatives to remember. Following the fairly simple guidelines of “say this instead of this” is not complicated at all and can make a difference. The list will be fairly short (goal is one page) and can be put right in a customer service training book or manual.

Eventually, there will be a few of these quick one page, cheat sheets on customer service available for free download to anyone who is interested. If you have any suggestions for good topics to cover, post a comment or send an email.

By the way, I’m using Windows Live Writer to write this post – hopefully it will work well.

8 Responses to “The Big List of Things Not to Say (Intro)”

  1. What Not to Say to Customers on the Phone - dygitaljoe’s bl0g said:

    Nov 10, 06 at 12:06 pm

    […] I’m a little amused by the fact that there has to be a list compiled on how to be nice to customers on the phone. Regardless, I’ll add my own to the list from personal experience. […]

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    Dec 15, 06 at 12:42 pm

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  4. gsm said:

    Feb 03, 07 at 10:30 am

    The list can always be updated with new expierence. And it’s never realy complete nevertheless having one can certainly be helpful. Thanks alot

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    Dec 03, 07 at 12:15 am

    […] I’m a little amused by the fact that there has to be a list compiled on how to be nice to customers on the phone. Regardless, I’ll add my own to the list from personal experience. […]

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