Customers reveal the service phrases that make them seethe
Posted by Rachel Fielding in Customer experience on Thu, 17/11/2011 - 01:22
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According to the poll of 540 members of the public by business language consultancy, The Writer, 61% of respondents chose ‘We apologise for any inconvenience caused’ as their pet hate and followed by 59% who highlighted ‘We appreciate your loyal custom’ as a hated customer service phrase. Unprompted responses showed that being referred to as a ‘valued customer’ was another major turn-off for people.
Businesses that tell customers ‘Your comments are very important to us’, take note; it’s just topped a list of phrases we most hate to hear.
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Unimaginative and trite customer communication phrases are turning customers off, a new study has found, with the phrase ‘Your comments are very important to us’ topping a poll of customer writing no-nos; 69% of respondents said it was their most hated phrase.
According to the poll of 540 members of the public by business language consultancy, The Writer, 61% of respondents chose ‘We apologise for any inconvenience caused’ as their pet hate and followed by 59% who highlighted ‘We appreciate your loyal custom’ as a hated customer service phrase. Unprompted responses showed that being referred to as a ‘valued customer’ was another major turn-off for people.
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