Imagine this: you're in a heated debate with your significant other about whose turn it is to take out the trash. Suddenly, out of nowhere, you're hit with that all-too-familiar phrase in an attempt to quell the argument that just sets your last nerve on edge: "It's not you; it's me."
Yep! We've all encountered our fair share of cringe-worthy clichés in everyday life. In the realm of delivering outstanding customer experiences, these worn-out and insincere replies have the power to transform even the calmest, most composed customers into fervent critics.
In today's blog post, we're going to dissect the top 10 annoying customer service clichés that have earned a place in the Hall of Shame. From the cringeworthy "Your call is very important to us" to the infamous "I'm not authorized to do that," we'll take a satirical journey through the land of eye-rolling interactions. So fasten your seatbelts, and let's embark on this hilarious yet enlightening adventure into the abyss of customer service clichés.
PS: The list is certainly not exhaustive, please feel free to add other annoying ones you've come across 😅
Cliché 1: "Your call is very important to us."
Frustration Level: 10/10 🤯
Picture this: you're on hold for what feels like an eternity, listening to that maddeningly repetitive elevator music. Then, a recorded voice chimes in, assuring you that your call is indeed important. But is it, though? Is it Mary?
Cliché Crusher Tip:
1. The Personal Touch: Encourage your customer experience team to replace this empty platitude with a genuine acknowledgment of the customer's concern. How about, "We're committed to helping you. Thanks for your patience"?
2. Manage Wait Times: Instead of repeating how vital the call is, focus on reducing hold times. Actions speak louder than words.
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Cliché 2: "I understand how you feel."
Frustration Level: 8/10 😡
An absolute classic. Picture a frustrated customer pouring out their grievances, and the response? "I understand how you feel." Do you, really?
Cliché Crusher Tip:
1. Empathize Authentically: Encourage your customer experience team to genuinely listen and validate the customer's emotions - get rid of the robotic responses.
2. Ask Open-Ended Questions: Instead of a blanket statement, try, "Tell me more about what you're experiencing."
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Cliché 3: "Please hold for the next available agent."
Frustration Level: 9/10 🤬
You've called for assistance, but now you're on hold for a nameless, faceless "next available agent" taking your seething levels to the nth degree. The irony.😭
Cliché Crusher Tip:
1. Queue Transparency: Instead of an ambiguous "next available agent," inform the customer about their place in the queue and the estimated wait time.
2. Option for a Callback: Offer the customer the choice to receive a callback when it's their turn, saving their precious time. (and make sure to call back!)
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Cliché 4: "I'm sorry, I'm not authorized to do that."
Frustration Level: 7/10 😤
It's the classic pass-the-buck move. You're met with the roadblock of an unhelpful response, "I'm not authorized to do that." Pray tell, who is?
Cliché Crusher Tip:
1. Empowerment Training: Ensure your team is equipped with the authority and tools to resolve common customer issues promptly.
2. Collaborative Problem-Solving: Encourage agents to work together to find solutions instead of putting up walls.
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Cliché 5: "Let me transfer your call to the right department."
Frustration Level: 9/10 🤬
You've finally reach a live person, given them the history and genesis of your problem, only to be told they can't help, and you're being cast off into the bottomless pit of endless transfers. You feel your palms getting sweaty and your head getting light because haven't we all gone through this before?
Cliché Crusher Tip:
1. First-Call Resolution: Foster a culture of solving problems on the first call. Minimize the need for transfers by equipping your team with everything they need for basic problem-solving.
2. Training for Versatility: Provide comprehensive training for customer service reps to handle a variety of issues and make role-playing commonplace within your team.
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Cliché 6: "We apologize for any inconvenience."
Frustration Level: 6/10 😭
A non-apologetic apology. The generic "We apologize for any inconvenience" barely scratches the surface of acknowledging the customer's pain. In Kenya, this would loosely be translated as "Si sorry bas"
Cliché Crusher Tip:
1. Meaningful Apology: Train your team to give sincere apologies and offer solutions for specific inconveniences.
2. Take Responsibility: Sometimes, it's essential to admit mistakes rather than hiding behind vague apologies. Hard but more appreciated!
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Cliché 7: "I'll pass your feedback along to the team."
Frustration Level: 7/10 😤
Your feedback has been "passed along" more times than you can count. (Hello product team 😏) But has any action been taken?
Cliché Crusher Tip:
1. Feedback Loop Implementation: Create a transparent feedback system that demonstrates how customer input leads to tangible improvements.
2. Follow-up Assurance: Assure the customer that their feedback will be acknowledged and acted upon, but please whatever you do, do not over-promise and under-deliver!
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Cliché 8: "I'm afraid it's company policy."
Frustration Level: 8/10 😡
The ultimate cop-out. A cowards trump card. "It's company policy" is often used as a shield to deflect valid customer concerns and requests.
Cliché Crusher Tip:
1. Flexible Policies: Reassess rigid archaic policies that hinder positive customer experiences. Adapt to the customer's needs when necessary.
2. Empathy Overrides Policy: Teach your team that sometimes, making an exception can win a customer for life. When in doubt, let them quickly consult before over-promising.
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Cliché 9: "Have you tried turning it off and on again?"
Frustration Level: 5/10 😑
A tech support favorite that has transcended time and space 😂 While it might be a legitimate troubleshooting step, it's often overused to the point of exasperation.
Cliché Crusher Tip:
1. Empower with Knowledge: Equip your team with a range of effective troubleshooting tips beyond the basics.
2. Diagnose First: Encourage agents to understand the customer's issue comprehensively before prescribing the "off and on/clear caché" remedy.
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Cliché 10: "Is there anything else I can help you with today?"
Frustration Level: 6/10 😭
The parting cliché that's often delivered without genuine intent. Customers can sense when it's a scripted farewell rather than a sincere query.
Cliché Crusher Tip:
1. Anticipatory Assistance: Train your team to predict potential follow-up questions or needs and address them proactively.
2. Personal Farewell: Encourage agents to customize their farewells to align with the specific conversation and leave a positive impression.
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In the tumultuous landscape of customer service, clichés are the bane of a customer's existence. They undermine genuine interactions and erode trust (It doesn't have to be this way). By adopting a more personalized and authentic approach, customer service representatives can elevate customer experiences and transform frustrations into lasting positive impressions. Remember, in the battle against clichés, humor and sincerity are your most potent weapons.
Are you struggling to build a world class CX team? Get on a discovery call for our Customer Experience Consultation or enhance your CX or Sales Leadership skills with our Coaching for CX and Sales Leaders
Now, armed with these tips, go forth and revolutionize your customer interactions—one genuine interaction at a time.
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