Customer Service Tip: Why employees say the wrong thing to customers

By: Jeff Toister (submitted by Carmen Gass)

We’ve all heard an employee say something cringeworthy when explaining an unfriendly policy or procedure to a customer.

“It’s our policy, there’s nothing I can do about it.”
“That’s not my department, you have to talk to someone else.”
“You have to do it this way. It’s our procedure.”

These unfriendly statements frustrate customers, and it feels like common sense to avoid making such prickly statements. So why do employees say these things? Read more here.