- "I was surprised that you have not heard about the product." It's like saying that the customer is ignorant. Instead, try something like this: "Because the product is unknown to you, I will try to briefly introduce it to you and answer your questions."
- "That's not my job." Ie. you do not help the client solve his problem, but neither you offer someone else to help him.
- "Excuse me, but we are closing. Now I cannot speak with you now." This statement implies that the needs of the customer do not matter, only the working hours do. Try rather to inform them that the shop closes, but you're still willing to give them a few minutes.
- "Regarding the delivery - wait, I'll have a look when I am in the neighborhood next week." You are saying that it does not matter when it suits the client, but when it suits you.
- "You are the first person to complain about our services." You are categorizing the customer as a problem seeker or troublemaker. Furthermore, you deny any possibility that the company made a mistake.
- "Again, tell me your name, and what the problem is." The best way to show that you do not actually listen to the customer. Besides, if the client is already unhappy, it can further irritate them. If you are not sure of the problem, the best solution is to repeat what you understood in your own words and finish with an affirmative question such as: "Right?"
- "If you buy the product, you will help me meet my monthly limit." So the customer actually provides service to you, not you to him. Try this instead: "These goods are very popular this month and clients seem happy with them."
- "Go through that door, turn left, take the escalator and you will reach the place where we accept returned goods." Instructions are confusing to many people. And if they cannot find their way immediately, their dissatisfaction increases. If possible, escort the customer.
- "Oh Gee, I nearly did not get here - I had to take the dog to the vet and traffic was really heavy this morning, and besides I have this terrible headache." Customer is not interested in your problems. On the contrary, you have to solve their. Just a fleeting mention of your feelings is all you need to say: "Good morning. I am pleased to meet you."
- "It is against our policy." Clients are reluctant to deal with inflexible bureaucrats. Try to say it differently: "Although according to the regulations, it seems that this is not possible, we will try to find a solution for you."
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