11. It's Against Our Policy
In today's competitive market, retailers can't afford to be inflexible. It is important to have store policies but it's more important to keep a customer satisfied. Use this phrase only when you feel a policy is being abused.
Better: "Our policy is __ but we want to make this right. This is what I can do..."
12. I'm New Here
For some reason, many new staff members think this customer service phrase let's them off the hook. The customer doesn't care if you're new. He/she only wants to deal with someone who knows what they're doing and can get the result they want.
Better: "Please bear with me and I'll get you the help you need."
13. Hold On
This customer service phrase, and all of its variations, should be non-existent. There is a much softer way to say essentially the same thing without infuriating the customer.
Better: "Are you able to hold for a moment?"
14. I'm Busy Right Now
Have you ever said, or heard, the following? "If it weren't for customers, I could get some work done." If you are in retail, chances are you've at least thought it. The truth is, without customers retailers wouldn't have a job.
Better: "I'd be happy to help you."
15. You're Wrong
No, customers are not always right but retailers should never tell them they are wrong. Never. The best course of action is to simply assume the blame.
Better: "I think there has been a misunderstanding."