Devoted to customer service and the principles of exceptional customer services

As a customer service rep it's important to know that there are certain ways to say things to customers.  You may not intend something to sound rude, but to a customer it may sometimes come across as so.  In the book, Delivering Knock Your Socks Off Service, is a chapter titled "Winning Words and Soothing Phrases" that will help when talking to customers:

Forbidden Phrase #1: "I don't know"
Use Instead: "Gee, that's a good question.  Let me check and find out."

Forbidden Phrase #2: "We can't do that."
Use Instead: "Boy that's a tough one.  Let's see what we can do."  Then find an alternative solution.

Forbidden Phrase #3: "You'll have to..."
Use Instead: Soften the request with phrases like, "You'll need to," or "Here's how we can help you with that," or "The next time that happens, here's what you can do."

Forbidden Phrase #4: "Hang on a second; I'll be right back."
Use Instead: "It may take me two or three minutes (or however long it will really take) to get that.  Are you able to hold/wait while I check?"

Forbidden Phrase #5: "No" when used at the beginning of any sentence
Use Instead:  If you think before you speak, you can turn every negative answer into a positive response.  "We aren't able to refund your money, but we can replace the product at no charge."