Things You Should Never Say to a Customer Service Representative
Reaching out to customer service can be frustrating, especially after long hold times or a messed-up order. But the person answering your call isn’t the one who caused the issue—they’re the one trying to fix it. Words matter, and a careless comment can easily derail the help you’re hoping to get. Here are 10 things better left unsaid when speaking to a customer service representative.
You, People, Are Always Useless
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Lumping everyone together with a sweeping insult doesn’t speed things up—it only guarantees a cold shoulder. Agents with supportive interactions are more likely to resolve problems quickly. Throwing out this kind of line signals disrespect and frustration without offering any helpful solutions.
I Pay Your Salary
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Unless you’re the CFO of their company, you’re not signing their paycheck. Customer service agents don’t set prices, policies, or payroll. What they do have is access to tools that can help you—unless, of course, you’ve just insulted them for doing their job.
You Sound Hot
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Attempting to flirt during a help call can create discomfort and may lead to the call being terminated. Call centers often record conversations, and inappropriate remarks can violate company conduct rules. A 2017 survey from the UK’s Equality and Human Rights Commission found that 1 in 8 workers in customer-facing roles had experienced unwanted comments.
I’ve Been On Hold For 45 Minutes
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Long waits are a valid frustration, but the person who finally picks up didn’t design the queue. If anything, it can sour the conversation before it starts. Agents hear this dozens of times a day and can’t do much about it once you’re already connected.
Can’t You Just Push A Button Or Something?
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Most systems don’t run on magic. Behind the scenes are complex tools, slow-loading databases, and company policies that agents have to follow precisely. Acting like there’s an “easy fix” undermines what the representative is actually trained to do. Even simple changes can require approval or documentation.
You Clearly Don’t Know What You’re Doing
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Every agent has a first week, and even seasoned reps can get stuck navigating an unusual problem. Questioning their competence doesn’t motivate them to help faster—it adds pressure. Most unresolved issues are often due to unclear company systems, rather than employee knowledge gaps.
I’ll Just Cancel Everything
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Threats don’t always land the way callers think. Many companies have specialized retention teams trained to handle cancellations, and the first person you talk to may not even be authorized to respond to ultimatums. Plus, if you don’t actually want to cancel, it can backfire.
They Really Don’t Pay You Enough
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It sounds like empathy, but it puts the rep in an awkward spot. It can even come across as condescending, especially during the conflict. The wage conversation is bigger than a billing dispute, and it won’t make your internet work any faster.
This Always Happens With You Guys
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Unless you’re calling the exact same agent every time, this statement makes no sense. It assumes that every employee exhibits the same behavior, which is usually not the case. Customers expect consistent experiences, but agents can’t control system-wide issues.
I Know This Isn’t Your Fault, But…
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What follows is usually a rant directed at the company. The rep braces for it, knowing they’re about to take heat for something they didn’t cause. If you already know they’re not responsible, don’t drag them through the fire anyway. Focus on what you need and how they can help.