Talk like a human: 7 phrases to avoid saying to your customers

Great customer support requires empathy and superior communication skills, and it's not just about following general rules of thumb, but also reading the room and matching the tone of the person you're speaking to. When responding to customers, avoid using phrases that come across as robotic or bossy, such as "I will," "No," "You'll have to," "Best, the Support Team," and "No problem." Instead, focus on empathy, explaining the reason behind decisions, offering alternatives, and using positive language to convey messages. To get your team on board, start by enacting changes yourself, audit frequently used phrases for improvement, and create a support lexicon of phrases that become second nature over time.

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