- December 8, 2020
- Posted by: Liz Grady
- Categories: Business Communication Skills, Improve Customer Service Tips
You know that it’s often the “little things” that matter most to your customers, especially so during these challenging times.
So let’s work to eliminate these two words from your customer service interactions:
“No problem.”
This phrase has become increasingly popular over the years.
Hi, can I take your order?
Yes, could I please have a large coffee?
No problem, drive on up.
Consider what the casual tone of this reply may infer to your customers:
There are other problems, but your order doesn’t happen to be one at this time.
The “no” has a negative connotation, and “problem” is synonymous with difficulty, a challenge or an inconvenience.
Could you imagine ordering a coffee and the reply is, “That’s not much of an inconvenience, drive on up.”?
Personally, when I hear this expression I think, “I sure hope it’s not a problem to serve me, it’s your job.” To me, the “no problem” response is just as empty as no response at all, or even “whatever”.
Take a few minutes to review the customer interactions at your business. Consider the businesses you frequent with excellent customer service. If the little things such as polite interactions matter to you, then likely the little things matter to your customers as well.
You’re welcome.
My pleasure.
I couldn’t agree more.
I often feel like the person saying that is not gratefulat all for the business but actually that expression makes it sound like they are doing their customer a favour.
Two good words to delete for sure.
Thanks Kate – We agree!
I couldn’t agree more. Thank you for articulating what I’ve been thinking for years!
Thank you, Lisa!