The Customer Authority

1. Tell a customer you can’t help them
2. Tell a customer it’s not your problem
3. Tell a customer it’s not your fault
4. Ignore a customer’s request
5. Don’t listen to what the customer has to say
6. Don’t repeat what the customer has to say
7. Devalue the customer’s opinion
8. Belittle the customer
9. Tell the customer they shouldn’t have done something
10. Tell a customer they are wrong
11. Don’t show empathy
12. Don’t apologize for a mistake or problem caused by you or the company
13. Act like the customer is bothering you or wasting your time
14. Unwilling to help
15. Seek advice of others if you don’t know the answer
16. Make excuses
17. Make promises you can’t keep
18. Put a customer on hold without telling them
19. Take a customer off hold without thanking them for waiting
20. Do less than what you know you can do
21. Give incorrect information
22. Lie
23. Blame the customer for the problem
24. Tell the customer you don’t care
25. Don’t thank the customer for their patience, time, understanding, etc