Defensive Responses That Tell Customers They Don’t Matter #CX #PeopleSkills

When customers point out your customer service flaws, your defensive responses can drive customers away. Defensive responses tell customers that their needs and opinions don’t matter. In other words, they don’t matter! Here are some of the most common harmful ones to stop using.

Defensive Reactions: Image is a large branch with thorns.

Defensive Reactions That Tell Customers They Don’t Matter. Image by Jeremy Wheaton via Flickr Creative Commons License.

Image by Jeremy Wheaton via Flickr Creative Commons License.

Defensive Responses That Tell Customers They Don’t Matter

Review this list of defensive responses and make sure you don’t say them to customers! Also, leaders and managers find this list helpful in coaching employees.

  1. “It’s not my fault.” When you say this to an upset customer, they hear you talking about yourself. To them, at this moment, it means that they don’t matter.

  2. “All (or lots) of our customers like our service.” In other words, the customers who think the service is great, matter. That tells the complaining customers they don’t matter.

  3. “I’m sorry but … Give an unconditional apology — without the but — to let the customers know they matter. The but nullifies the customers.

  4. “You should have …” blames the customer for the trouble they are having. This tells them that they need to be perfect to get great service. In other words, the way they are right now is not OK. In other words, they don’t matter.

  5. “I am tired and overworked.” Once again, you are talking about you. You are at work and the customers need your help. Focus on them to let them know they matter!

Listen & Learn: Don’t Be Defensive

Learn to hear customer feedback as free learning. You will learn so much about people, yourself, and business success. They will be thrilled that you are listening without being defensive. Listening is one of the most powerful ways of telling customers that they matter!

Add to the list above! What are some of the worst defensive responses you’ve heard?

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Post:
5 Powerful Ways to Win Over Angry / Rude Customers

©2023 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email for permission and guidelines. Thank you for respecting intellectual capital.

Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

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