When it comes to customer service, conventional wisdom is often wrong. This Special Report reveals how some seemingly innocent words can work against you -- and how some of the responses and phrases customer service reps are typically trained to use can actually produce negative results. You'll discover 14 commonly used phrases and other traps that cause customer animosity, along with alternate approaches proven to increase customer satisfaction.

Table of Contents

Introduction
Chapter 1: How's Your Attitude?
Chapter 2: Hitting the "I Don't Know" Wall
Chapter 3: Telling the Customer "That's Wrong"
Chapter 4: Rushing to Solve a Problem With "That Can Be Fixed"
Chapter 5: Responding to Complaints With "Did You Try?" Inquiries
Chapter 6: Firing Up the "Please Calm Down" Defense
Chapter 7: Overdosing on "I Appreciate That You're Upset" Observations
Chapter 8: Clinging to "You'll Hear Back From Us Soon" Unaccountability
Chapter 9: Expressing "That's Never Happened Before" Surprise
Chapter 10: Stopping With "I'm Not Allowed to Do That"
Chapter 11: Offering to "Let Me Try to Look Into That"
Chapter 12: Issuing a "Sorry for the Inconvenience" Apology Without a Peace Offering
Chapter 13: Asking "May I Have Your Phone Number?"at the Point of Sale
Chapter 14: Framing Questions Negatively, Such as "Are You Still Confused?"
Chapter 15: Whining "I'm Having a Bad Day" (As If the Customer Cares!)