5 Sure-fire Confidence Busters

Frustration
Do you want to utterly decimate your customers’ confidence? Do you want the lady on the other end of the line to think to herself "Oh, pleeeeeease! Give me to someone who knows what they’re doing." Do you want to almost guarantee that this guy will hang up the phone and immediately call back to see if he gets a different answer from another CSR?

Then try one of these:

  1. "I’m new here. Bear with me."
  2. "I’ve never done this before, so it might take a minute."
  3. "Oops."
  4. "I’ve never seen this. This is wierd."
  5. "My best guess is…"

Got any others that you’ve heard or found yourself using by accident? Post a comment and share with the class ๐Ÿ™‚

Flickr photo courtesy of sullust

  5 comments for “5 Sure-fire Confidence Busters

  1. September 6, 2006 at 3:23 pm

    This happened to me on the phone with my bank last night, “… we’ve NEVER seen that before.”
    (I don’t really care whether it’s a COMMON thing…please FIX it!)

  2. September 7, 2006 at 5:17 am

    Ohhhhhhh – isn’t that just aggravating!? Arrrgghhh. I know sometimes CSRs just do the stupid human thing and blurt out what they’re thinking without considering what the customer hears. But, that’s why there’s QA…and why I have a job ๐Ÿ™‚

  3. Tier_1_Support_Lou
    October 27, 2010 at 7:32 pm

    We use a lot of multi skill agents, because of this they often will get an issue that they’ve been trained on, but may not have dealt with in several months. I hate hearing them say something like, “I haven’t had to do this in a while.” or “It’s been a while, give me a minute to remember what I’m supposed to do”

  4. Tier_1_Support_Lou
    October 27, 2010 at 7:32 pm

    We use a lot of multi skill agents, because of this they often will get an issue that they’ve been trained on, but may not have dealt with in several months. I hate hearing them say something like, “I haven’t had to do this in a while.” or “It’s been a while, give me a minute to remember what I’m supposed to do”

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