Automotive Marketing Professional Community for Car Dealers, OEM and Suppliers
In regards to customer service, some phrases have become redundant and out right stupid to say to customers. From working retail to chatting for your dealership, I’ve gathered some phrases that need to be revamped so that your customer service can remain top notch!
Some customer service phrases that needs work:
“How can I help you today?”
What’s wrong with that one you say? It’s not personal enough, everyone and their mother’s say this. Instead say something like, “How can I make your day better?”
“I don’t know.”
Customer’s don’t expect you to know EVERYTHING, but when it comes to a product inquiry they expect their salesperson to be knowledgeable. If you don’t know the answer try saying, “That’s a good question. Let me find out for you.”
“I can’t do that.”
This phrase should be banned from customer service. Empower your employees or train them to take an issue to the supervisor or a manager. Use a phrase such as “I can check with my manager for you.”
This implies there was a problem to begin with by helping the customer. This has become the lazy way of saying thank you. Try saying, “You’re welcome [customer name], please come back again,” or “You’re welcome! I look forward to seeing you next time [customer name]!”
“That’s not my department.”
While that may be true, is not something the customer wants to hear. You should know all areas of your dealership and who works in them. Instead say, “I’ll be happy to get you to the person in that department who can assist you better.”
Simple words do make a difference! Hopefully these tips will refresh your customer service and if you have any other overused phrases you’d like to be refreshed, comment below!