No problem.

“You’re welcome.”

The phrase “no problem” is used commonly, but is often interpreted as, “There really is a problem.” Avoid it. A customer wants to hear, and appreciates, the respect that comes when you say, “You’re welcome.”

Is that it?

“Can I help you with anything else today?”

That’s just not possible.

“I don’t mean to sound like I don’t know what is happening here, but could you tell me more about this?”

Oh, those guys in shipping are a waste of space!

Customers do not need to know about internal staffing or operations issues. Say, “I am really sorry that your order is late. I’ll do everything I can to figure out the problem and get this resolved.”

This is not lying to your customer; we gain repeat business because we are honest and operate with integrity. However, bad mouthing your co-workers, the company, or even the tax department does not support you in your work and just makes the company looks bad. Phrase your responses in a way that meets the customer’s needs, and helps the company to build and support its customers.

You should have called me yesterday.

“Thank you for calling me back.”

Aren’t you the guy that never gets off the phone?

“It’s nice to speak with you again.”

You have to…

“May I suggest that you…” or, “I think that the best way (or fastest way) to get you what you need would be…”

That’s not my job.

“___________ handles this kind of question. Let me get her on the phone (or take a message and have her get back to you, etc.).”

I dunno.

“Let me find that out for you.”

Honey, sweetheart, or love

This is never appropriate unless you are speaking with your grandmother. Address the customer in the manner that they prefer. “Mr.,” “Mrs.,” or “Dr.” are always appropriate, as are “Sir,” “Ma’am,” or “Ms.” if you do not know their name.

Swear word

Under no circumstances should you swear. Remember that you are the professional face of your company, and also a professional salesperson.