Negative Words vs. Positive Words in Customer Service

Negative Characteristic

Negative Response

Positive Response

Blaming or Deflecting Responsibility

I can't help if you don't have the right documentation.

Let's work together to gather the needed documentation and find a solution.

It's not my fault; it's the system's fault.

I apologize for the inconvenience caused by the system. Let's see how we can work around it to meet your needs.

It's not our fault.

I'm sorry for the inconvenience. Let's figure out how we can make this right for you.

That's not my department.

I may not be an expert in this area, but I'll connect you with someone who can provide the assistance you need.

That's not our problem.

I understand this is a concern for you. Let me see how we can address and resolve the issue.

You should have read the instructions.

I apologize if there was any confusion. Let's review the instructions together, and I'll guide you through the process.

You should have read the terms and conditions.

I apologize for any confusion. Let's work together to find a resolution.

You're the first one to complain about this.

I appreciate your feedback; let's work together to make sure this issue gets resolved.

Dismissing Customer Concerns

You're overreacting.

I understand this may be frustrating. Let's discuss your concerns, and I'll do my best to address them appropriately.

You're the only one with this problem.

I'm sorry to hear you're experiencing this. Let's work together to figure out a solution.

Failure to Offer Solutions

I can't do anything about it.

I'll investigate the issue further and find a way to help you.

I can't help you with that.

While I may not have the answer now, I'll find someone who can assist you better.

There's nothing I can do to help.

I may not have an immediate solution, but I'm committed to finding a way to assist you.

There's nothing more I can do.

I'll explore additional options to see if there's anything else we can try.

You'll have to live with the product/service as is.

I understand your concerns. Let's explore how we can enhance your current experience or find alternatives that better suit your needs.

Inflexibility

I can't do anything until you provide more information.

I understand more information is needed. Let's work together to gather the necessary details to resolve your issue.

I can't offer you any compensation.

I understand your frustration. Let me see what options are available for compensation or resolution that would be fair and satisfactory for you.

I can't make any exceptions.

While exceptions are rare, I'll review your case to see if there's anything we can do to assist you.

That's not our policy.

While our policy is X, I'll see what exceptions or alternatives we can explore for your situation.

Lack of Responsibility

I can't do anything about that.

Let me see what I can do to assist you in finding a solution.

I can't make any promises.

While I can't guarantee specific outcomes, I'll do my best to address your concerns and find a satisfactory resolution.

I'm not responsible for that.

Even though it's not directly within my scope, I'll assist you in finding the right person to handle your concern.

It's company policy; there's nothing I can do.

I understand this may be frustrating. Let's explore possible alternatives within our policies.

It's not my department.

While it may not be my primary area, I'll guide you to the right department or individual who can provide the assistance you need.

It's not my fault.

I apologize for the inconvenience. Let's focus on finding a solution and making things right for you.

It's not my responsibility.

I may not be the expert in this area, but I'll connect you with someone who can provide the assistance you need.

Poor Empathy and Understanding

I don't know.

I may not have the information right now, but I'll find out for you. Please allow me a moment.

You're being unreasonable.

I understand your concerns may be challenging. Let's work together to find a solution that meets both your needs and our capabilities.

Refusal to Provide Information

I can't give you that information.

I'll check the details and provide the information you need.

I don't have the information.

I'll gather the necessary information for you. Please bear with me for a moment.

Rude or Offensive Language

You're wrong.

I appreciate your perspective. Let's review the information together to ensure we're on the same page.

Time Insensitivity

I can't do it any faster.

I'll do my best to expedite the process.

I'm not authorized to make that decision.

I'll escalate this to the appropriate authority for review. In the meantime, I'll do my best to assist you within my capacity.

You'll have to wait.

I apologize for the wait. I'll do my best to expedite the resolution for you.

You're just going to have to wait your turn.

I apologize for the wait. I'll do my best to address your concerns as soon as possible.