The way customers react to you is often a reaction to the words you choose to communicate with them. Out of habit, our words come tumbling out before we’ve had a chance to examine how we might sound to someone else. A few words taken the wrong way can cause a customer to have a bad experience rather than a positive one.

Here is a list of phrases we wish you would never say again – and what to say instead.

What not to say: But
What you should say instead: Try ‘and’ or however’
Why you shouldn’t say it: The word ‘but’ dismisses anything your customer has just said and sets them up for a letdown. Think about it…nothing good ever comes after the word ’but’. Check out the difference in the way the following sentences make you feel; I understand you want it done this way BUT this is the way we do it. Vs. I understand you want it done this way AND keeping that in mind, here’s what we can do.

What not to say: I’m new at this
What you should say instead:Nothing! If anything, apologize for any delays if necessary.
Why you shouldn’t say it: Sure if you tell a customer you are new on the job, they will likely smile and pretend to sympathize, but they’ll really be wishing they were working with someone who knows what they are doing.

What not to say: I don’t know or no one ever asked me before
What you should say instead: That’s a great question, let me find out. Or let me check.
Why you shouldn’t say it: Customers assume you (mostly) know what you are talking about. If you tell them you straight-out don’t know they’ll lose confidence in you.

What not to say: No, I can’t or it’s against company policy
What you should say instead: What I can do is or here’s how we can help.
Why you shouldn’t say it: Customers don’t care what you can’t do they want to know what you’re able to do for them.

What not to say: You’re wrong
What you should say instead: Hmm…I don’t think that is 100% correct or I think you may be misunderstanding this.
Why you shouldn’t say it: Telling a customer they are outright wrong is a great way to quickly take an already tense situation from bad to worse.

What not to say: I’ve never had that happen before
What you should say instead: nothing
Why you shouldn’t say it: No customer wants to hear that you made a mistake or that something is wrong.

What not to say: Sorry
What you should say instead: I apologize
Why you shouldn’t say it: Sorry is too informal. It can seem like you don’t really care and are just going through the motions.