Comments on: What Not to Say to Customers on the Phone http://www.joemanna.com/blog/what-not-to-say-to-customers-on-the-phone/ Joe Manna's Personal Blog. Community manager, social media strategist and very opinionated. Thu, 18 Mar 2010 08:57:47 -0700 http://wordpress.org/?v=2.9.2 hourly 1 By: Service Untitled http://www.joemanna.com/blog/what-not-to-say-to-customers-on-the-phone/comment-page-1/#comment-1518 Service Untitled Fri, 10 Nov 2006 16:50:42 +0000 http://www.joemanna.com/blog/2006/11/what-not-to-say-to-customers-on-the-phone/#comment-1518 Hi Joe, Thank you for your suggestions. It is sad that customer service representatives need a list of things not to say and alternative phrases to use. I think everyone would like to assume they know what to say without having a guide about it. Unfortunately, they do not. Employee empowerment is extremely important. Companies that do not empower employees to make decisions will constantly experience more frustrations than those who do not. Many companies do care about their employees, particurally customer service employees. Unfortunately, though it is not as common in large companies as it should be and as a result of that, consumers continue to be frustrated with a lot of company's customer service departments. Hi Joe,

Thank you for your suggestions.

It is sad that customer service representatives need a list of things not to say and alternative phrases to use. I think everyone would like to assume they know what to say without having a guide about it. Unfortunately, they do not.

Employee empowerment is extremely important. Companies that do not empower employees to make decisions will constantly experience more frustrations than those who do not.

Many companies do care about their employees, particurally customer service employees. Unfortunately, though it is not as common in large companies as it should be and as a result of that, consumers continue to be frustrated with a lot of company’s customer service departments.

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