In the Philippines, the call center industry has seen a massive boom in the recent years, with international companies continuously flocking to our country to establish their business. With the Filipinos’ proficiency in the English language, it’s hardly surprising that they have chosen to invest in our country.
If you’re working in one of the call centers here in the Philippines, then you should know that there are certain phrases you shouldn’t use so that you wouldn’t have to deal with irate customers
This post will explore the common phrases that you must avoid when talking to a customer.
“We don’t deal with that.”
Sure, this might be true; the customer might have posed a query that doesn’t fall under your department. But that’s not how you should phrase it. The way it sounds, it almost seems to imply that you see the customer as a burden for having called you.
Instead, you can say: “It seems like you need [name of the department]. I’ll transfer the call to their department.”
If the customer you’re talking to is already fuming and shouting, then telling them to calm down might not be such a good idea. Instead of alleviating the situation, it might actually make things worse.
One way to express this is by saying: “This problem can be solved, but only if we discuss it calmly.”
“I’m new here.”
If you’re messing up the call and decided to conjure this statement to try to explain your error, then you’re not doing it properly.
Sure, you might really be new to the job, but admitting it will lead your customer to lose their confidence in you.
If you need to ask a more experienced colleague about something, then you can say: “I will have to consult a colleague. The line will be quite for a minute or so.”
“I don’t know.”
Now that is a foolproof way of getting the customer to lose their confidence in you. Sure, no one expects you to know the answer to every question, but at least sound more positive about it and declare how you’re willing to find the answer.
You can consider: “That’s not something I know right at this second, but I will surely find out for you.”
“I’ll just put you on hold.”
It’s frightening how often this phrase arises, given how terribly it raises a red flag.
No one wants to wait. But putting a customer on hold, of course, is sometimes inevitable. If you really have to be gone, then it’s best if you let the customer know how long.
You can try: “I need to [name your task]. I’ll be back on the line in three minutes.”
“That’s our policy.”
Yes, what you’re saying really is the policy of the company, but there’s something about that statement that signals finality, as though there’s nothing that can be done anymore regarding the situation.
In cases like this, you need to be resourceful and find ways to help the customer beyond the company regulations.
In the Philippines, the call center industry has swelled in popularity recently. You can see international companies dotting the capital (and perhaps even beyond). The Filipinos’ competence with the English language makes us an obvious choice for these foreign investors.
Working in the call center industry, however, is no easy feat. When talking with customers, there are several things you need to keep in mind—such as which phrases you should avoid.