1 Worst

We can’t process your order until we receive payment.
You have to pay a deposit before we can deliver.
We don’t deliver without a down payment.

What’s wrong?
This sounds like an ultimatum and it suggests that you’re not sure payment will be forthcoming. Give them the benefit of the doubt. Your company policy is not going to change but you can tell the customer in a more friendly way.

Best

As soon as we receive payment, we will process your order.
If you give us a down payment by next week, we can deliver by the end of the month.
If you’d just like to get the deposit out to us we’ll get the goods out to you.

2 Worst

I’m sorry but that’s not my responsibility.
You’ve been put through to the wrong department.

What’s wrong?
Even when you say I’m sorry, these statements are guaranteed to put the caller’s back up. It sounds as if you don’t want to help. If a customer
calls the company and you pick up the phone, you ARE the company at that moment. Your job is to solve a problem or provide help. If you have to pass the person on to someone else, use positive words.

Best

The person who can help you with that question is Margaret Mills in our accounts department.
Her direct number is 111-2222, but I will put you through.

Tip
When you reach Margaret Mills, tell her what the situation is before putting the customer through. For example: There’s a Mr John Brown on the line. He’s calling about a reminder he got for an invoice he paid. This will save the customer having to tell the story all over again.

3 Worst

Sorry to have kept you waiting.

What’s wrong?
This is a phrase people often say when they have left you waiting on the phone. At first glance, it sounds friendly enough. The bad thing about it is that it focuses on the negative act of waiting. It is much better to focus on the positive and thank the person for their positive attitude.

Best

Thank you for waiting, or Thank you for your patience.

4 Worst

I’m sorry I didn’t get back to you, but I have been really busy.

What’s wrong?
The person you are calling is likely to be insulted. “Too busy to think of me, the customer?”, “I’m not important enough for her to return my call?” It is best to make no excuses, but to focus immediately on the purpose of the call.

Best

I couldn’t get back to you sooner, but I’ll do my best to find the information you want immediately.

Tip
This is your second chance. Don’t mess it up! Make sure you take care of the problem immediately and efficiently or you will lose credibility – and perhaps a customer.

5 Worst

I’ll have to ask the manager / my boss.

What’s wrong?
There’s nothing wrong with speaking to the manager or your boss,  but this makes it sound as if the caller has asked for something really unusal and as if you have no authority to make decisions. You need to let the person know that you are trying to help.

Best

If you’d like to hold on I’ll just check with the manager. I’ll just ask my boss and get right back to you. I’m sorry, that should be OK. I’ll just check with my boss.