What your customer service people should never say

Emily  | 

We’ve talked before about the infamous macro overuse syndrome, which can result in sending out polite but rather empty emails to customers - emails that are of no practical use to anyone. Customer service staff who take pride in their work are well aware of the dangers of relying too much on stock phrases. But what if those macros you’re using are well-considered, appropriate to the customer’s query, but just completely unhelpful?Here are the phrases that should never cross your keyboard.

These are real-life examples from the Casengo team’s own experience. Only the company names have been omitted, to protect the guilty…

  1. “@customer Please contact our complaints department with your complaint.”