Overview
When interacting with clients, pause and think about the phrases you might use. Choose your words and phrases carefully to ensure the best experience for our clients. Click on Killer Phrases or Handling Blame tab for examples.
Killer Phrases
Use the chart below to find alternatives to killer phrases.
| Avoid This | Use These Words / Phrases |
|---|---|
| Bounced check | Returned / Insufficient Item |
| Branch | Office |
| But… However… | And |
| Call Center | Client Service Center |
| Customer | Client |
| Employee | Associate |
| I can’t | I apologize, I am unable to … |
| I’ll try… |
I will do my best… I may have some difficulties…. |
| I’m sorry | I apologize for the inconvenience |
| Let me get my supervisor | Let me get someone who can answer that for you / us. |
| Problem |
Situation Concern |
| Tallahassee… |
I will check with the department/area that handles those transactions. |
|
The computer is down
|
That information is not available We are temporarily off-line Our system is being updated (and offer an option) |
| That’s not my/our area |
Let me get someone who can help you/us. Let me check into that and, I will follow up with you. Let me check on that and get back with you. That’s a great question! Let me see what I can do to help. |
| They | We / Our |
| Transfer | Connect |
| You are a good client | You are a valued client |
| You’ll have to… |
Will you…. Have you considered… |
| Your statement will drop on XXX | Your statement will be mailed XXX |
Handling Blame
Some examples where we are expected to take ownership and not place blame include:
- A mistake is made in another office or department, or someone failed to meet a deadline
- The ATM runs out of cash because of an error on the part of the vendor
- A debit card transaction was declined due to a rule or block
- It could even be a product that doesn't meet the client's expectations.
All of these things can frustrate a client, and we have the opportunity and responsibility to handle it correctly.
See the chart below for examples of phrases to avoid and better phrases to use in these situations.
| Avoid this Negative Response | Use this Positive Alternative |
|---|---|
| It’s bank policy | Our guidelines….. We are unable to because… |
| I have no idea what happened | Let me do some research and figure out what is going on |
| That decision was made in Tallahassee | The decision was made based on the following factors… |
| That was a management decision | The decision was made based on the following factors… |
| You should keep a check register | What are your records showing? |
| They aren’t answering the phone | They must be on the other line helping a client… |
| They don’t know what they are doing in that department |
I apologize this happened. I understand it can be frustrating |
| That department has trouble meeting deadlines | We try to meet every deadline |
| Visa placed a block on your transaction | We blocked that transaction because…. |
| Our vendor is having issues keeping that ATM stocked |
We apologize for the inconvenience. This ATM is in a busier location |
| You should have read the terms and conditions | That is disclosed in our terms and conditions |
| Who told you that? | Unfortunately that information is incorrect |