Excellent customer service is important, regardless of which sector you work in, from financial services to forestry and health to hospitality.

And the one common factor is the ability to know what to say in sticky situations.

So we’ve compiled a list of the top five things to say first, before any communication breakdown is allowed to deteriorate further.

 

First of all, I want to apologise . . .

Sorry really can be the hardest word but very often an apology is the only way to fix a problem and start afresh with a more positive vibe.

Starting your conversation or email straight off with this statement of contrition sets a conciliatory tone that will help recover the situation.

 

If I can just ask for tiny bit more information . . .

Sometimes a customer will have explained their predicament several times already but you still need more information in order to help.

If you don’t want to endure the sound of a phone being used as a mallet, this opener is the way to gather intel without asking the caller to go round the houses all over again.

 

That’s not possible but I can help you by . . .

Sometimes there isn’t a simple solution to a problem and you have to say no – perhaps a replacement model has been discontinued or there is no-one to provide a service in a certain location.

Rather than simply admitting defeat, be up front yet strive to find a workaround that benefits both customer and company.

 

I want to escalate this for you so it can be dealt with more quickly . . .

This is much better than putting an irate customer on hold and forcing them to listen to Jedward songs on repeat.

It gives the caller the confidence you’re taking their concerns seriously and you’re genuine about helping them – not passing the buck along to a colleague with whom they’ll have to start all over again.

 

Thank you for the information and your feedback . . .

Not all shoppers come to the service desk or guests to the hotel reception to get a refund or have a lengthy moan.

Some actually do have constructive suggestions that can have a positive impact on the business and, therefore, customer satisfaction.

So don’t be shy about showing your appreciation

 

Now let’s put those opening lines to work in brand new roles from [site_name].