The Big List of Things Not to Say (Intro)

November 09, 2006Behind the Scenes, Customer Service Experience, Etiquette, Exercises/Resources, Hiring & Training, Little Things, Big Differences, Service Untitled 8 Comments

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.

No related posts to display.

You can follow any responses to this entry through the RSS 2.0 feed. Both comments and pings are currently closed.

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. […]

  2. CustomersAreAlways said:

    Nov 13, 06 at 2:11 pm

    Carnivale of Customer Service: Unlimited Resources!…

    Step right on up, folks!  It’s Monday and you know what time it is! Carnivale of Customer Service! We have a great lineup today chock full of information to bring your business up to the next level.  So, without further……

  3. Service Untitled » The Big List of Things Not to Say - customer service and customer service experience blog said:

    Dec 15, 06 at 12:42 pm

    […] In early November, I said I was working on The Big List of Things Not to Say. […]

  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

  5. What Not to Say to Customers on the Phone at DygiScape said:

    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. […]

  6. phone number name lookup said:

    Jan 20, 08 at 9:03 pm

    SCSU presidential search: ‘He’s not…

    You will have a rating sheet with every name on it … and there will be ways to score based…

  7. ecommerceaffiliateprogram said:

    Sep 01, 09 at 4:46 am

    GA is really user-friendly but it does not provide a lot.

  8. What Not to Say to Customers on the Phone said:

    Jul 10, 12 at 12:06 am

    […] Just a heads up!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.DON’T […]