Imagine reaching out to customer support, already frustrated, only to be met with a dismissive tone or an unhelpful response. The words we choose in these moments matter—sometimes even more than the solution itself. In the world of customer service, support etiquette isn’t just about being polite; it’s about preserving relationships and trust. This blog by Innerworks International explores what not to say in customer support interactions and how the right communication can turn even the most difficult situations around.
Why Support Etiquette Matters
Support etiquette is the foundation of a positive customer experience. A careless phrase can undermine the most technically correct solution, while a thoughtful tone can soothe a frustrated client even before their issue is resolved. At Innerworks International, we train support teams to be mindful of not just what they say, but how they say it—because communication directly impacts customer retention, satisfaction, and loyalty.
Things You Should Never Say in Support
In customer support, certain phrases can unintentionally damage the customer experience and erode trust. Innerworks International highlights ten key expressions that should be avoided. Saying things like “That’s not my job,” “Calm down,” or “There’s nothing I can do” can come off as dismissive or uncaring. Phrases such as “You’re wrong” or “You should have…” place blame on the customer, while “It’s our policy” often feels impersonal and rigid. Comments like “I don’t know” without follow-up, “No one else has this problem,” or “You’re not understanding me” can make customers feel invalidated or frustrated. Perhaps the most unprofessional is “Just Google it,” which shifts responsibility entirely. Instead, Innerworks International recommends empathetic, solution-oriented alternatives that validate the customer’s concern and guide them toward a resolution.
The Psychology Behind Poor Support Phrases
Customers remember how you made them feel, not just what you said. Negative phrases can trigger defensiveness, while positive communication diffuses tension. Innerworks International emphasizes the role of emotional intelligence in support interactions, helping teams understand not only what customers are saying but also what they’re feeling.
Phrases That Build Trust and Empathy
Great support starts with empathy. Replace problematic phrases with supportive ones that validate and guide the customer. For example:
- “I can see how that’s frustrating.”
- “Let’s solve this together.”
- “Thanks for your patience—here’s what we’ll do next.”
These small shifts build rapport and make the customer feel heard. At Innerworks International, we coach teams on using language that leads with empathy and focuses on solutions.
Training Tips for Better Support Communication
Improving support etiquette requires continuous training and feedback. Here are some methods Innerworks International recommends:
- Role-playing scenarios that simulate real customer interactions
- Regular feedback sessions where peers and managers offer constructive input
- Customer empathy workshops that focus on understanding different perspectives
- Support language guidelines that team members can reference daily
When support staff are empowered with the right tools and mindset, communication improves—and so does the overall customer experience.
Takeaway
In customer support, what you don’t say can be just as important as what you do say. Avoiding harmful phrases and choosing empathetic, constructive alternatives is key to building trust. At Innerworks International, we help teams refine their support communication, ensuring every interaction strengthens the customer relationship. Take time to audit your current support scripts and responses—what could you improve today?
