Why ‘No Problem’ Is A Problem In Customer Service: Language Training Essentials

By Micah Solomon. An earlier version of this article appeared in Forbes

Dear Reader,

If you'd be so kind, please first read this short, low-key, advertisement for the professional services I offer. Here goes:

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Hi, I'm Micah Solomon. I offer customer service improvement consulting, training, and eLearning creation. (Inc Magazine called me "The world's #1 customer service turnaround expert," but also confessed that I'm the only one they've met!) Please reach out to me by text: 484-343-5881 ? email: [email protected] ? or via my website: micahsolomon.com

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Knowing what language to use—and what language to never use—when interacting with your customers is a key part of delivering world-class customer service. For me, as a customer service consultant, trainer, and turnaround expert, I find this to be one of the most important tips I can share with my client companies. ?

When I work on customer service improvement, once of the first things I do is help the client create a brief lexicon or language handbook that spell outs which words and phrases are best to use and which should be avoided at all costs.

Here are a few.

Money–money owed–is a subject that if we talk about it too directly, it can be off-putting to customers. It can sound accusatory.

I’d avoid saying, "Oh, Pat, I see you still owe us, $540,000,000.33."

Probably Pat does owe that money, but you could get the same point across by saying instead,

"Our records are showing a balance of $540,000,000.33."

Same point, gentler language.

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The problem with “no problem”

If a customer thanks you, what should you say in response??Let me show you the wrong thing to say.?Let’s say a customer’s super gracious to you at the service counter, taking the time to say, "Thanks, Jim, I appreciate the time you just put into explaining what was wrong with my engine.”

The first issue is that the phrase “no problem” brings the idea of problem into the forefront. That short little “no” in “no problem” isn’t enough to eliminate the bigger concept of “problem” which you’ve just made the customer start thinking about.

Let’s do a test to illustrate what I mean.

Here’s the test: For two minutes, please don’t think about a big pink elephant.?

Okay, test’s over. What are you thinking about?

If you're like most people whom I've trained live, they tell me that in fact they are now thinking about a big pink elephant."

(There was one woman, the exception, who told me “French fries!” which I thought was a totally valid response as well, particularly as it was getting close to lunchtime.)

The other thing wrong with “no problem” is that it belittles, it doesn’t honor the energy that the customer put into giving thanks.?If a customer goes out of their way to give thanks, as in this example here where they customer went out of their way to thank Jim, then Jim should respond differently.

Here are gracious ways to give that thanks back to the customer.

"You’re welcome. “

“Thank you.”

“It was my pleasure."

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Hi, I'm Micah Solomon. I offer customer service improvement consulting, training, and eLearning creation. (Inc Magazine called me "The world's #1 customer service turnaround expert," but also confessed that I'm the only one they've met!) Please reach out to me by text: 484-343-5881 ? email: [email protected] ? or via my website: micahsolomon.com

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