Five Forbidden Phrases

You will learn: To list five phrases which are neither friendly nor helpful and should be avoided when working with customers. To offer at least one effective alternative for each of these phrases. To demonstrate, by participating in and/or analyzing skill practice exercises, effective application of appropriate alternative phrases.

Take the Before-and-After Skills Inventory

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Key Point #1: “I Don’t Know”

Discuss Since “I don’t know” is sometimes honest, what’s wrong with saying it to a customer? Occasionally, everyone will get a question they aren’t able to answer. What are some recent questions you’ve been asked and how did you respond? What would have been a better response? Why is that a good answer?

Telephone Doctor® Prescription Replace “I don’t know” with: “That’s a great question! Let me check and find out.” Go the extra mile.

Key Point #2: “We Can’t Do That”

Discuss What’s wrong with telling a customer, “We can’t do that”? After all, there are certain things an organization may not be able to do. Think of instances on your job in which you’ve told a customer, “We can’t do that.” What would a better response have been? Think about an “impossible” question you’ve been asked concerning our organization. How can you find an answer or respond in a positive way? Why is it important to tell the customer what you can do?

Telephone Doctor® Prescription Tell the customer what you can do. “Here’s what we can do.” Offer a positive alternative.

Key Point #3: “You’ll Have To…”

Discuss Why not tell a customer, “You’ll have to…”? Why is a request better than an order? What situations do you encounter on your job that require you to inform, educate, or instruct a customer? What is the recommended positive alternative for “You’ll have to…”?

Telephone Doctor® Prescription Replace “You’ll have to…” with: “You’ll NEED to…” Remember that organizations are in business to take orders, rather than to give them. Develop the habit of saying “You’ll need to…” instead of “You’ll have to…”

Key Point #4 “Just a Second”

Discuss Why is a phrase as innocent sounding as “Just a second” forbidden? Why is it so important to tell customers the truth? What’s the recommended way to put a customer on hold when you know the “hold” may take a bit longer than it should?

Telephone Doctor® Prescription Replace “Just a second” with: “Are you able to hold?” Wait for a response.

“No” at the Start of a Sentence Key Point #5 “No” at the Start of a Sentence

Discuss Why is “No” unwelcome at the start of a sentence? What’s better than “No” at the start of a sentence? How can you eliminate saying “No” at the start of a sentence?

Telephone Doctor® Prescription Think before you answer. Offer a positive alternative that demonstrates your eagerness to help the customer. Eliminate “No” at the beginning of a sentence. Start with the next word.

Take the Before-and-After Skills Inventory Again ANSWERS   1. C 2. A 3. A 4. B 5. C 6. C 7. B 8. C 9. B 10. B

A CALL TO ACTION! Memorize the following key points. Keep them in mind every time you talk with a customer. Practice!

SUMMARY OF KEY POINTS “I Don’t Know”: Replace with: “That’s a great question! Let me check and find out.” “We Can’t Do That”: Replace with: “Here’s what we can do.” Offer a positive alternative. “You’ll Have To…”: Replace with: “You’ll need to…” Take orders rather than give them. “Just A Second”: Replace with: “Are you able to hold?” Wait for a response. “No”: Think before you answer. Eliminate the “NO” and begin with the next word.

Five Forbidden Phrases