Phrase:  Calm down!

Solution:  Offer the customer a solution that provides a clear plan of action

Phrase:  Sorry, that’s our policy

Solution:  Be willing to make special exceptions rather than lose a customer

Phrase:  No problem!

Solution:  If a customer praises you for resolving a problem, be sure to reciprocate with “you’re welcome!” or “my pleasure!”

Phrase:  Yes, But…

Solution:  Yes, but…is considered a two-stage no.  Keep your responses positive.

Phrase:  What’s your name again?

Solution:  Asking the customer to repeat their name suggests inattentiveness on your part.  Offer your name first before asking them to repeat theirs.

Phrase:  Our computers are slow.

Solution:  Sharing negative information about the company can cloud the customer’s perception of its ability to resolve issues.  Let them know there is a momentary delay.

Source:

www.telephonedoctor.com/our_blog/killer-words-of-customer-service-2/