Ace the Customer Service Challenge 2026 – Elevate Your Skills and Wow Every Customer!

Question: 1 / 400

Which phrase should never be said to a customer?

Let’s see what we can do about this

I am sorry

That’s not my fault

The phrase "That’s not my fault" should never be said to a customer because it conveys a lack of accountability and can escalate the customer's frustration. In customer service, it's important to create a positive experience and take ownership of the situation, regardless of whether the fault lies with the service provider or another party. Saying this phrase shifts the blame away from the service representative, making the customer feel dismissed and undervalued.

Offering phrases that focus on solutions, such as "Let’s see what we can do about this" or "What I can do is," shows a willingness to assist and find resolutions, which is key to effective customer service. Additionally, expressing empathy with "I am sorry" acknowledges any inconvenience the customer may have faced and helps in building rapport and trust.

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What I can do is

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