- 7 Phrases That Are Always Taken the Wrong Way
- 1. “Don’t Take This Personally…”
- 2. “But…”
- 3. “You’ve Done Pretty Well for Someone Who…”
- 4. “You Should…”
- 5. “I’m Not One to Toot My Own Horn, But…”
- 6. “Maybe…”
- 7. “It’s Fine…”
- 7 Ways to Identify a Master Manipulator — Exploring your mind
- 1. They make you feel guilty and you don’t know why
- 2. They subtly threaten you
- 3. They devalue what you do through sarcasm
- 4. They’re almost always charmers
- 5. They are self-proclaimed judges of your life
- 6. They’re good at talking and changing the subject
- 7. They’ll happily put the blame on you
- 10 Psychological Tricks People Use To Manipulate You
- 1. Nod your head
- 2. Mimic people’s body language
- 3. Ask people for favors when they’re tired
- 4. Use people’s names while talking
- 5. Repeat things back to people
- 6. Observe the unique words people use and then use them yourself
- 7. Make a large request and then scale it down
- 8. Speak quickly
- 9. Use nouns instead of verbs
- 10. Smile before talking
- 12 Phrases That Are Making You Sound Ignorant
- 1. “I’ll have an expresso.”
- 2. “Well, that’s ironic.”
- 3. “I was kinda, sorta, hoping we could discuss this in-person.”
- 4. “Irregardless…”
- 5. “No worries/ No problem.”
- 6. “Actually,…”
- 7. “I did what I was suppose to.”
- 8. “I didn't have time to really analyze the agreement, so I just perused it.”
- 9. “i.e.”
- 10. “You look tired.”
- 11. “Let’s nip that in the butt.”
- 12. Big words
- 7 Powerful Customer Service Phrases You Need to Use
- “I don’t know, but let me find out.”
- “Thank you for bringing this to our attention.”
- “I certainly can check that for you.”
- “I apologize for the inconvenience.”
- “Happy to help.”
- “As much as I would love to help…”
- 7 Common Manipulative Phrases and How To Shut Them Down
- 1. “Look what you made me do!”
- 2. “How can you still be mad at me after I bought you that beautiful necklace?”
- 3. “Don’t wear that out. Let me check your phone. Who’ve you been texting? It’s not you I don’t trust – it’s other people.”
- 4. “I want you to stay home because that is what’s best for our kids. I just want to take care of you.”
- 5. “I know you feel strongly about this, but I need you to do it my way. It’s what’s best for us.”
- 6. “If you leave, I will hurt myself.”
- 7. “I know you don’t want kids right now, but let’s try anyways. I just want us to be a family.”
- Be wary of manipulation, and don’t be afraid to leave.
7 Phrases That Are Always Taken the Wrong Way
Let’s face it—communication can be tricky. You can say something with the very best of intentions, only to have another person instantly take offense.
If you’ve ever had someone ask you with genuine concern, “Are you feeling alright?” when really you’re just tired and didn’t even have time for a shower that morning, you know exactly what I mean. That person was well-meaning with her question—but, now you need to spend the rest of the day knowing you look so terrible that all of your co-workers quite literally think you’re ill.
These conversational faux pas occur pretty frequently in an office environment. And, understandably, you’d to do your best to avoid them (and the awkward pauses that follow them).
I’m here to help! Here are seven well-meaning phrases that will pretty much always be taken the wrong way. Cut them out right now, and you’ll be much better off—I promise.
1. “Don’t Take This Personally…”
This qualifier is enough to make anybody immediately cringe. Sure, your intentions are good—you’re attempting to make it clear that you aren’t just lobbing out a personal attack.
But, guess what? This phrase almost always prefaces something that can only be taken personally. In most cases, you’re better off just zipping your lips and keeping quiet.
Oh, and while you’re at it, stop starting sentences with “No offense…” as well. That passive aggressive qualifier is another one of those phrases that only exists to tee up a negative comment.
Alright, this isn’t exactly a phrase—it’s only one word. However, it’s an important one to note.
Think of the last time you were on the receiving end of a comment , “This looks great, but…” If you’re most people, you heard that three-letter word, gritted your teeth, and began mentally preparing yourself for the inevitable criticisms that were coming your way.
Instead, try swapping that pesky word out for “and.” Saying something , “This work looks great, and with a few simple tweaks we’ll be ready to go!” sounds way less menacing, doesn’t it?
3. “You’ve Done Pretty Well for Someone Who…”
One time, an older gentleman attempted to praise me with a comment that sounded a little something , “You’ve done alright for someone who’s so green and inexperienced.”
Understandably, I was taken aback. What kind of compliment focuses on pointing out your flaws and shortcomings? Spoiler alert: A backhanded one.
Yes, you can go ahead and assert that you’re trying to offer a sincere round of applause. But, let’s be honest—you’re really only being passive aggressive.
4. “You Should…”
For those of us who can be a little more demanding (I’m blushing over here), this one rolls off the tongue way too easily. Believe me, I can understand it—you’re only trying to help out by providing a little bit of direction.
But, in reality, it just comes off you’re doling out strict demands. And, if you aren’t even in a position of authority? Well, this sounds pretty condescending.
That person can’t help but to feel that you’re doubting and insulting his own expertise and plan of attack.
5. “I’m Not One to Toot My Own Horn, But…”
We all know those people who kick start a major bragging session with this seemingly bashful comment. But, what do we all hear when someone claims she’s not trying to toot her own horn? A fog horn, basically.
Your attempt to express some humility is admirable (albeit, ly insincere). However, it’s really only making you look more arrogant.
Here’s another short word that can hold a lot of meaning. Many of us have the tendency to toss out a, “Maybe…” when we aren’t quite ready to commit to a firm answer.
But, there’s a problem here. “Maybe” can be taken way too many different ways. Optimists will take it as an enthusiastic yes, while pessimists will assume it’s a firm no.
I can understand that you were only trying to buy yourself more time before sharing a final response. However, you’re better off just owning up to the fact that you need to give the situation a little more thought. You’ll save yourself the confusion and countless headaches.
7. “It’s Fine…”
Occasionally, I’ll pass something I’ve written along to my dad. I value his opinion, and I to keep him in the loop about the things I’m working on. His response? Typically something , “That looks fine.” Admittedly, it’s usually enough to deflate me right on the spot.
Why? “Fine” is actually an extremely positive word that anybody should be pleased with. Look it up and you’ll see that it means “of superior or best quality”— fine dining, for example. But, that doesn’t change the fact that there’s something about it that just sounds incredibly mediocre.
So, do everybody a favor and select a different adjective. Ahem, I hope you’re reading this, Dad.
Communication isn’t always easy. Wires get crossed and suddenly you’re left with a mess on your hands.
7 Ways to Identify a Master Manipulator — Exploring your mind
Manipulation fits right in with today’s world. People use power, media, and interpersonal relationships to manipulate others. In fact, we encounter true masters of manipulation quite often each day.
Manipulation is a form of emotional blackmail. Manipulators use certain behaviors to influence how other people think, feel, and act, without them noticing. In effect, the manipulator gets them to do whatever they want.
And this is precisely the big problem with manipulation: it involves covert behaviors that the victim can’t always detect. Many people take the bait and end up allowing the manipulator to get away with it.
“The basic tool for the manipulation of reality is the manipulation of words. If you can control the meaning of words, you can control the people who must use them.”
That’s why it’s so important to learn how to identify the tactics that manipulators use. Below, we describe 7 ways to identify a master of manipulation:
1. They make you feel guilty and you don’t know why
Masters of manipulation rely on constant victimization. They probably have a “trauma wildcard,” or a difficult episode in their lives that they always use to justify the things they do wrong.
“A difficult childhood,” “ungrateful children,” “bad luck,” and other formulas that are their favorites. They display these emotional scars with a certain amount of pride, and even end up bragging about them.
If, for example, you complain about their lack of consideration, they’ll respond with something , “You’re angry because I’m not attentive, but I had to deal with a father who abandoned me when I was three years old.” This disarms you. Who would be so insensitive as to criticize someone who brought up such trauma? This is their game.
2. They subtly threaten you
Indirect threats are another common tactic that manipulators use. They’ve been used, and are still being used, from huge leaders to small domestic tyrants and even expert advertisers. This tactic involves anticipating the worst outcome possible as a consequence of your behavior.
“If you keep eating that, in less than six months you’ll look a whale.” They don’t want you to eat, and probably don’t have any sort of medical argument to back up what they’re saying; they simply don’t want you to act that way.
Maybe it bothers them to see how happy you are when you eat ice cream, or maybe they think you’re wasting too much money on food. But they don’t say it directly, they just warn you of an impending catastrophe.
3. They devalue what you do through sarcasm
If manipulators hate anything, it’s direct communication. As the popular saying goes, “they don’t call you a dog, but they offer you a bone.” They use sarcasm to ridicule you or minimize the value of your thoughts, feelings, or actions. Manipulators want others to feel insecure and inferior.
One example of this is when they send you a seemingly friendly message, but there’s pretty aggressive content hidden between the lines. “Maybe if you read a little more, you would have more distinguished friends,” translates to “You are uneducated and your friends are poor little devils.”
Sometimes, victims of manipulation start to believe that this kind of assessment is a way of trying to help them be better. But this couldn’t be farther from the truth. When somebody wants to help another, they use direct and sincere communication. And they don’t devalue people, but rather offer them concrete advice.
4. They’re almost always charmers
Manipulators typically know that you have to stroke the horse before you ride it. They usually start by acting pleasant and wonderful. They’ll flatter you and try to show that they have good taste, their conversations are super entertaining, and they’re highly sensitive to your expectations.
This is the first step. In the second step, things start to change. When they’ve already convinced you what a great person they are, they start trying to manipulate you with all their charm.
They spin a net of seduction around you, and you’re unable to evaluate it objectively. You see what they do through good eyes, and even though you occasionally have doubts, that person will always find a way to remind you that you can’t think badly of someone who is that fantastic.
5. They are self-proclaimed judges of your life
Without you knowing how, suddenly the manipulator becomes a kind of “spiritual guide” for your life. They’re extremely skilled at telling other people how they should live, even though they themselves don’t practice what they preach.
They give you advice and quote great philosophical maxims. They tell you what to do, step by step. If it doesn’t happen, they blame you. They told you what you should have done, and you didn’t follow their advice verbatim, advice that they so generously offered you.
A good friend or adviser won’t tell you what to do, but they’ll help you figure it out, because everyone is different and an answer that’s valid for one person might not be valid for someone else. The people who really love you want you to be free, not dependent.
6. They’re good at talking and changing the subject
Masters of manipulation also tend to be skilled at the art of language. They use flowery and fluid language and always have a surprising and witty argument at hand, even though it’s lies.
If they ridicule you by saying, for example, “you look a penguin in that dress,” and it bothers you, they’ll follow that by saying, “sorry, I didn’t think you were so sensitive to jokes.” It’s a win-win for them. They’re masters at making people look fools.
If you confront them, they probably won’t respond. They’ll divert the conversation towards another subject and before you know it, they’re talking about things that have nothing to do with what they initially said to you.
7. They’ll happily put the blame on you
They’ll break a glass, and you’ll end up paying and apologizing for it. A classic example of this is a husband whose wife has caught him cheating.
When the woman takes out the motel bill that she found in one of his pockets, he gets angry and yells at her for spying on him and snooping through his personal things.
He goes into a long rant about the importance of trust in a relationship and about respecting one another’s space.
In the end, the woman feels so guilty that she ends up asking for forgiveness for being so “controlling,” and the subject of cheating ends up seeming a misunderstanding that she never should have brought up.
Images courtesy of Art PK, Holly Clifton-Brown
10 Psychological Tricks People Use To Manipulate You
Have you ever got the sense that you’re being manipulated? Whether it’s by a loved one, a salesman, or a coworker, you may not notice when someone is or has been trying to manipulate you.
While it may not always be for evil reasons, it’s important to know when it’s happening. In fact, it may even be useful to learn these signs for your own benefit — to use for good of course ( asking for a raise, getting promoted at work or getting a friend to vote).
Psych2go put together a list of common psychological tricks to help you identify when you’re being manipulated:
1. Nod your head
If you want people to agree with you, then all you have to do is nod. In a 1980 study published in the Basic and Applied Psychology journal, scientists found that when people nod while listening to something, they are more ly to agree with it.
So if you nod while speaking, the other person may begin to nod as well and start to agree with you, without even knowing it. Nodding your head when asking someone a question will also make them more ly to agree with you or comply with your request.
2. Mimic people’s body language
Mimicry, or mirroring, is when you essentially copy someone’s body language or speech patterns. There is plenty of research that suggests that if you copy someone’s body language, they are more ly to identify with you subconsciously, which makes them more ly to do what you want.
Marco Iacoboni, author of Mirroring People: The Science of Empathy and How We Connect with Others, claims that mirroring can help establish rapport, which is an important step to becoming friends or acquaintances with another person. He explains that exhibiting similar actions, attitudes, and speech patterns as another person may lead them to believe that you are more similar to them and thus more ly to be a friend.
3. Ask people for favors when they’re tired
When someone is tired, they are more ly to agree because they are so worn down. This is because both their physical and mental energy levels are depleted.
This kind of manipulation can be found in car dealerships, where car dealers try to wear you down into buying a car. Furthermore, a study published in the Journal of Marketing Research, CBS News reports that advertisers are more ly to “win over” consumers when those consumers are tired.
4. Use people’s names while talking
Dale Carnegie, author of How to Win Friends and Influence People, said: “A person’s name is to him or her the sweetest and most important sound in any language.”
Your name is the most important word in the universe for you. It is the core part of our identity, so hearing it validates our existence, making us feel more positive about the person who said our name.
Have you ever met someone for the second or third time and, while you don’t remember their name, they always remember yours? It makes you feel respected and important. It leaves an impression on you.
5. Repeat things back to people
One of the best ways to show someone that you really understand how they feel is to paraphrase what they’ve said and repeat it back to them.
This is a communication strategy called reflective listening, and it is often used by counselors and therapists to “reconstruct what the client is thinking and feeling and to relay this understanding back to the client.” Research has shown that when therapists use reflective listening, their clients are more ly to open up and display more emotion.
6. Observe the unique words people use and then use them yourself
Similar to mimicking, listening to the unique words that a person uses will really help you gain a better understanding of that person.
John Schafer, Ph.D., a behavioral analyst for the I, he calls these words, “Word Clues.” He writes in an article on PsychologyToday: “If the eyes are the window to the soul, then words are the gateway to the mind.
Words represent thoughts. The closest one person can get to understanding another person’s thoughts is to listen to the words that he or she speaks or writes.
Certain words reflect the behavioral characteristics of the person who spoke or wrote them.”
So by listening carefully to the words that someone is using and then using those same words when you speak, you will ly establish more trust and rapport with that person.
7. Make a large request and then scale it down
This is a well-known technique called the “door-in-the-face” (DITF) technique. In the field of social psychology, the door-in-the-face technique is a compliance method where you first make a large request that the other person will most ly turn down, after which you make a more reasonable request that the person will probably accept.
Researchers found that this technique works due to the principle of reciprocity – saying “no” to the initial large request may make the person feel they owe the person who made the request.
8. Speak quickly
Speaking quickly can overwhelm the person you’re talking to and wear them down, so they will sometimes agree with you because they cannot process what you are saying (and they don’t want to admit it).
Lifehacker reports: “Speaking faster gives dissidents lesser time to form counterpoints and more easily persuades them. Speaking slower lets those ly to believe you stack your rationale on top of their own bias to form a stronger opinion in your favor.”
In short, speak slower if people agree with you, speak faster if they don’t.
9. Use nouns instead of verbs
Business Insider states that using a noun “reinforces your identity as a member of a specific group, and plays to people’s need to belong.”
Because people think about their self-identities when they hear nouns, they think of their own behavior. So using nouns instead of verbs may get people to change their behavior.
For example, ask “How important is it to you to be a voter?” instead of “How important is it for you to vote?”
10. Smile before talking
Charles Darwin explored the “science of smiling,” discovering that smiling serves as a manifestation of happiness and can be used to connect to other people.
When you smile before talking, it instantly makes the other person feel comfortable and at ease. However, be careful not to smile when inappropriate. If you are talking about a serious or sensitive topic, for instance, smiling might not be the best way to connect to the other person.
12 Phrases That Are Making You Sound Ignorant
March 14, 2017 8 min read Opinions expressed by Entrepreneur contributors are their own.
How you communicate with others, whether if it’s through speech or written text, influences how others perceive and evaluate you as a professional.
According to Lynn Taylor, a national workplace expert and the author of Tame Your Terrible Office Tyrant: How to Manage Childish Boss Behavior and Thrive in Your Job, “Your ability to articulate your thoughts and ideas will have a direct correlation to how well you garner cooperation and persuade others to support your efforts and projects.”
“The words you choose also convey your emotional intelligence,” adds Taylor.
Whether you’re communicating with a co-partner, client, team member, investor, or industry influencer, the language that you use has the power to make or break those relationships. So, to ensure that strengthen those relationships, here are 12 phrases to avoid because they make you come across as ignorant.
1. “I’ll have an expresso.”
Want to start your day with a jolt? Order an espresso, and not this non-existent drink. You’ll not only get your morning-caffeine fix, you won’t embarrass yourself in front of your local barista, the other people standing-in-line, and any other members of your party – that high-profile client you’ve been trying to impress.
Related: 10 Misused Words That Make Smart People Look Stupid
2. “Well, that’s ironic.”
I’m going to go out on a limb and thank Alanis Morrisette for the misuse of irony. For example, if you arrived at a meeting and Jim from accounting is wearing the exact same tie as you, that’s not ironic. It’s a coincidence. If Jim referred you to his dentist, and the dentist has terrible teeth, that’s ironic.
Remember, a coincidence is whenever two unly activities share similarities, breaking your arm before the rock-climbing company retreat. Irony is when there’s some type of reversal of what was expected.
Situational irony would then be when an outcome turned out differently than you expected, that dentist with the bad teeth. Verbal irony is when an individual says one thing but means another, “It’s my day.
I lost my wallet.”
3. “I was kinda, sorta, hoping we could discuss this in-person.”
“Kinda,” and it’s twin “sorta,” are just shortened versions of the phrases “kind of” and “sort of.” While kinda and sorta could work during a casual conversation with a friend, and even when battling an opponent during scrabble, these slang terms shouldn’t be used in your writing or when speaking to colleagues.
Even if you don’t shorten “kind of” and “sort of,” Steven Kurutz of The New York Times argues that these phrases have “become a verbal tic, a filler phrase” that we use whenever we’re unsure. So, if you’re 100 percent positive when making a statement, just kinda, sorta, avoid these phrases altogether.
Related: 9 Huge Mistakes You Don't Know You Are Making on Social Media
I couldn’t help but chuckle during this exchange between Representative Mark Sanford and a constituent;
“Irregardless —” Sanford began, during a debate on pre-existing conditions.
“Irregardless is not a word!” a man cried.
“Regardless,” Sanford amended.
Here’s the thing. Irregardless is a word.
So, who’s more ignorant? Stanford for making amends? Or, the man who believed that irregardless isn’t a word? Regardless, and the debate surrounding this word is heated, with many frowning upon anyone who uses “irregardless.” And, it’s easy to see why.
“Irregardless” is a nonstandard word and does have that whole double-negative thing going against it. Additionally, when this word is uttered, it’s during a dialogue with someone else and not in written text.
To avoid any debates, it’s best to just avoid using this word. But, if you accidentally do, at least you know that it is in fact a real word.
5. “No worries/ No problem.”
These phrases are being used to replace “You’re welcome” or “It’s my pleasure.” While it’s not the end-of-the-word if you say “No problem” or the Australian-version, “No worries,” whenever someone says “Thank you,” it’s a pet peeve among many professionals. In fact, many of them consider these phrases inappropriate.
When you start a sentence with this word it can come across as if you’re criticizing the other party, you are making an excuse, or you're defensive. For example, if you were asked, “Do you have the slideshow presentation for the meeting tomorrow?” You began to respond with, “Actually… Jess has it.”
Even if you are being polite, adding an “actually” to the beginning of your sentences is unnecessary. If you were asked if you want a cup of coffee you could simply respond with “I would rather have tea.”
Related: The Biggest Judgment Error You Don't Know You're Making
7. “I did what I was suppose to.”
You’re not correctly using the word “suppose” in this phrase. It should be “supposed.” “I did what I was supposed to.” Don’t forget to insert the “d” sound whenever you say this phrase. To avoid the confusion, say, “I did what I was asked to do,” or “I did what was expected.”
8. “I didn't have time to really analyze the agreement, so I just perused it.”
Here’s the proper definition of peruse:
- to examine or consider with attention and in detail
- to look over or through in a casual or cursory manner
Does that sound an indication you’ve read something quickly or glanced over a document?
Replace peruse with terms “glimpsed,” “peeked,” “looked,” or “glanced.” So that statement above would now become, “I didn't have time to really analyze the agreement, so I just glanced over it.”
It’s easy to misuse “i.e.” and “e.g.” Both are abbreviations of Latin terms that are similar. But, here’s the difference. I.e. stands for id est and roughly translates into “that is,” while e.g. stands for exempli gratia, which means “for example.”
If you’re confused, think of e.g. as “example given” and i.e. as “in essence.”
- It’s early, and factors beyond anyone’s control (e.g., the euro, Iran) could impact the race. [Washington Post]
- In 2005, America had the lowest personal savings rate since 1933. In fact it was outright negative — i.e., consumers spent more money than they made. [Chicago Tribune]
10. “You look tired.”
“Tired people are incredibly unappealing — they have droopy eyes and messy hair, they have trouble concentrating, and they’re as grouchy as they come,” writes Dr. Travis Bradberry. “Telling someone he looks tired implies all of the above and then some.”
Instead you should ask, “Is everything okay?” According to Bradberry, “Most people ask if someone is tired because they’re intending to be helpful (they want to know if the other person is okay). Instead of assuming someone’s disposition, just ask. This way, he can open up and share. More importantly, he will see you as concerned instead of rude.”
Related: How to Receive a Compliment Without Being Awkward About It
11. “Let’s nip that in the butt.”
The correct phrase here is “nip it in the bud.” It has it’s origins from gardening because whenever you nip something in the bud you’re stopping it before it has the chance to flower. Nipping something in the butt, then, is meaningless – unless you're a dog chasing the mailman.
12. Big words
No one is questioning your intelligence. But, studies have found that when you use big words you look, well, stupid.
Even if you’re using the word correctly, others may think that you’re not as smart as you're trying to be. You’re better off sticking with simple words.
This will demonstrate that you not only have mastery over the English language, but that you know what you’re talking about because you’re an expert and not just faking it.
7 Powerful Customer Service Phrases You Need to Use
“Thank you for choosing us. Is there anything else I can help you with?”
We all recognize these oft-repeated phrases from customer service agents. Sometimes, they may come off as fake or mechanic, especially if we hear the exact same phrase everywhere else.
Repeatable phrases do have their function, however. They bring consistency to customer service. When you have a repertoire of helpful phrases at your disposal, it can improve your communication as a customer service professional.
The language that you use can directly affect a customer’s purchasing decision and the impression that a customer has of your company. 82% of customers left a company because they had a bad customer service experience.
Make sure that your messages are always polished before you send them. If you feel that your content could use some editing, there are tools such as Grammarly, Handmade Writing and Readable that can help you with this stage.
In most cases, customers have plenty of choices in terms of who they want do business with. Therefore, it’s critical that you know how to talk to your customers in order to satisfy their needs.
Here are 7 powerful customer service phrases that can support your interaction with customers.
“I don’t know, but let me find out.”
Simply telling a customer that you don’t know and suggesting that they contact someone else isn’t good enough. Nothing is more upsetting than having to contact different people one after another, none of whom have the answer.
Handing your customers off to other people is good way to drive them away. But if you want to provide high-quality customer service, you have to be the one who is contacting those other people and finding the answer for your customer. The point is to reduce customer effort which leads to improved customer satisfaction.
“Thank you for bringing this to our attention.”
Not all companies are happy to receive a report of a flaw in their product or service. That’s a wrong mentality. In fact, the customer who reports the flaw is doing a favor to your company by participating in your quality control. Most customers wouldn’t make the effort to notify of such errors.
The least your company can do in that situation is to show appreciation. The observant customer is most ly not looking for anything more than recognition of their effort. Being polite doesn’t really cost you a dime.
“I certainly can check that for you.”
Using positive and confident language goes a long way. Even if you’re uncertain about the outcome, it’s important that you appear encouraging and take a proactive approach to finding the solution. You want to increase your customer’s confidence in your brand. Show that you’re a professional who gets things done.
“I apologize for the inconvenience.”
If a customer is frustrated, it’s crucial to show empathy to the customer and let them know that you understand their concerns. Apologizing to an unhappy customer and acknowledging the mistake is a much better approach than giving a list of excuses. Your goal is to retain existing customers and make them into loyal brand advocates.
Sometimes mistakes can be due to circumstances beyond your company’s control. Even if you’re not the one who is responsible for the mistake, you can still be apologetic for the way your customer feels. The next step is to work on how to make things right.
Some customers can be impatient and are constantly checking on the status of their request. One solution to these update requests is to keep the customer posted as often as possible. You can also promise to let the customer know when they should expect to hear from you.
Even if you cannot promise to have the customer’s request solved, you can always promise an update. In addition to keeping the customer informed about the status of their request, it provides you the opportunity to build trust. You can show that you care about your customers and want to keep them satisfied.
“Happy to help.”
Adding positive power to your words is the simplest way to make your customers feel more valuable. Positive words are easy to implement and help your customers have more positive experiences. Better experiences, in turn, help retain these customers.
Not all customers will inform you that they’re not satisfied. Either they don’t want to be a burden, or it’s simply easier not to make the effort. They will just stop using your services or buying your products.
Positive words can invite them to share further issues that may arise. It’s a better situation where customers share their problems with you instead of just abandoning your company.
“As much as I would love to help…”
There are situations where the customer’s request is not feasible. This is a polite way to say no, and it’s better not to lead your customer on if you’re certain that there will be no solution. Simply saying no, on the other hand, can be too abrupt or blunt, in particular if the customer appears sincere and has formulated the request in a polite way.
By using this phrase, you’re giving a kind but firm response. Your customer will understand that you would to help but it isn’t possible in that situation.
We hope that you find these phrases useful in your customer service job. Perhaps you’re already using some of them, and hopefully they’re helping you provide exceptional customer service.
If you want to read more about successful customer service, you can check our earlier post about how to provide great customer service.
Which phrases do you find useful in customer service? Feel free to share them in the comments below.
Josh Carlyle is an experienced writer and marketing professional, who is creating and editing content and at Writing Guru and Write My Essay Today. As a business strategist, Josh is always eager to find creative solutions to different economic issues and communicate his ideas and insights to readers.
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7 Common Manipulative Phrases and How To Shut Them Down
Its ability to look affection can make this one of the most insidious forms of abuse. “Just because something isn’t a lie does not mean that it isn’t deceptive. A liar knows that he is a liar, but one who speaks mere portions of truth in order to deceive is a craftsman of destruction,” wrote Criss Jami.
Don’t allow your life to be hijacked by a manipulator’s sweet words. Hold tight to your sense of control and make your own choices. If this manipulation becomes a pattern, consider leaving the relationship behind. Manipulation is not only controlling, but deeply selfish.
There are some common lines of thinking that manipulators to exploit to get their way.
Thankfully, all of them are easily shut down with common sense.
1. “Look what you made me do!”
I do not have the power to make you do anything. You chose to respond the way you did. You need to carry the responsibility for your own actions. I can only own mine.
2. “How can you still be mad at me after I bought you that beautiful necklace?”
My forgiveness can not be bought with money. You were very kind to do that. However, if this necklace is contingent on my forgiveness, it is not a gift. It is a bribe. You can have it back.
3. “Don’t wear that out. Let me check your phone. Who’ve you been texting? It’s not you I don’t trust – it’s other people.”
You don’t have to trust other people. You just have to trust me to be faithful and honest. When you behave this way, you assume that I am either a cheater or a very weak person. I am neither.
4. “I want you to stay home because that is what’s best for our kids. I just want to take care of you.”
The best thing for my children is to have a mother who is happy and whole. The choice to work or to stay home is mine. By doing what makes me happy, I am teaching our children to have autonomy over their own lives.
Is forcing me into a lifestyle I don’t want taking care of me? Or is it tightening your control over my life? (Note: This can also work the other way, with a controlling partner forcing their significant other into undesired work.)
5. “I know you feel strongly about this, but I need you to do it my way. It’s what’s best for us.”
What’s best for us is to make decisions as a couple. What’s best for me is to have my input heard and respected. Is your way truly what’s best for us, or is it what’s best for you?
6. “If you leave, I will hurt myself.”
If you are having thoughts of self-harm or suicide, you need to call 911. You can also call the Suicide Hotline at 1-800-273-TALK. I have already made my choice. I’ve explained my reasons for doing so. I am not coming back.
7. “I know you don’t want kids right now, but let’s try anyways. I just want us to be a family.”
Family can take many different forms. The common thread between them is a feeling of mutual respect. I have the right to choose how many children we have, and when we have them. I will tell you when I am ready.
As C.J. Roberts wrote in Seduced in the Dark, “I’ve been doing this a long time- manipulating people to get my way. That’s why you think you love me. Because I’ve broken you down and built you back up to believe it. It wasn’t an accident. Once you leave this behind, you’ll see that.” Sometimes it takes removing yourself from manipulation to see it for what it is.
Be wary of manipulation, and don’t be afraid to leave.
Only you have the right to control your own life.