Customer Service Blog

Two common words that annoy rushed customers

Imagine that as a customer you are asking a service provider when you can expect delivery. Their response: “Don’t worry, it will be there on time.” The phrase don’t worry is…well…worrisome. Telling a customer, don’t worry comes across as giving an order. Most people don’t like to be told what to do. And it implies that the customer is overly emotional. The fact is, the customer might not be worried at all. They just want to find out when something will be done. So don’t worry comes across as patronizing. That’s a lot of negatives for two little words. My suggestion – replace don’t worry with rest assured, as in: “Rest assured, it will be there on time.” It’s positive, polite, and implies that you’ll take care of business while the customer rests.

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.

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