Customer Service Training TIps

Three Words that Annoy Customers

On one of my speaking trips, an airline Gate Agent managed to frustrate a departure room full of passengers – using three words. He announced a short flight delay adding, “Please bear with us.” The phrase ‘bear with us’ implies that the customer is at best going to have to endure the service – not enjoy it. Worse, it sounds like giving the customer an order. Result – groans. When problems happen, better to express appreciation than give orders. The agent would have received a warmer reaction by explaining the short delay, replacing ‘bear with us’ with ‘thank you for your patience.’

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit


Like to forward or reprint this tip?

We have some options to make this easier for you. Click here for a printer-friendly  CDrom with all Jeff’s tips.  Click here for  Jeff’s book with 101 top tips.  If you’d like to cut and paste any of our tips or articles from our website, you are welcome to do so  providing  you include the bio and contact information after each tip or article.   Please also email a link to any tips or articles that you post on-line to [email protected]

Copyright © JC Mowatt Seminars Inc.   All rights reserved.

Like to forward or reprint this tip?

Click here for Jeff’s Latest Tip
and to Subscribe for FREE updates


Register today for our 30 – second Trusted Advisor tips and receive as a bonus 15 Phrases that Pay for dealing with stressed and rushed customers.