Telephone Etiquette 101: Never Say “No Problem”


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no prob sml Telephone Etiquette 101: Never Say No ProblemNo problem! It’s a simple phrase uttered without a second thought after someone thanks you for assisting them. Despite being a commonly accepted English expression, “No Problem!” has some surprising negative connotations. Saying “No Problem!” can leave the caller thinking, “Wait! I was a problem?!” Customer service representatives who use this phrase can sabotage an otherwise excellent customer experience.

I grew up in Australia where it is common for someone to say “no worries!” after being thanked, ending a conversation or as a stand-alone phrase. As a child I didn’t read much into it but as an adult whenever I hear the expression I say to myself, “but I wasn’t worried…should I be?”

Never leave your customers in a state of doubt. If your customer service representatives are frequently saying, “No Problem – you have a problem!

Here are five best practice responses to Thank You:

  1. It was my pleasure
  2. You’re very welcome
  3. Glad to help
  4. Happy to be of service

Making sure all of your customer facing personnel are ending calls positively will increase customer satisfaction and make them more likely to be repeat customers.

Rachel Miller has 10 years of e-commerce & e-marketing experience with a passion for social media and all things velcro. A dedicated customer service advocate Rachel believes that “We’re all in customer service in some way.”

Republished with author's permission from original post.

Rachel Miller
Rachel Miller is the Customer Engagement Manager at Nimble - a simple, affordable social relationship manager.


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