Alternatives to Saying “Don’t Worry” to Customers

When customers express concern, the default answer for many call handlers is ‘Don’t Worry’. This response is easy to say, but it can be interpreted as meaningless and dismissive.

Wouldn’t we all love to hear call handlers recognize the emotion and take steps to alleviate the issue instead?

Then look no further, as Helen Pettifer shares a selection of alternative responses to use instead.

Why Do We Feel Worried?

Feeling worried is our brain alerting us to uncertainty and the risk of negative outcomes. There is a sense of not being able to control the situation and the potential that we will face harm.

When worried, our mind is bombarded with persistent, unpleasant and unhelpful thoughts. We’re mapping out every worst-case scenario and it is difficult to suppress this way of thinking.

It consumes our minds, even when we try to distract ourselves. Therefore, when a customer expresses that they are concerned or worried about a decision or action, responding with ‘Don’t worry’ is ineffective.

Why Might a Customer Feel Worried?

So, why might customers feel worried when they contact your company? The processes, products and services are familiar to your team, so everything seems straightforward. And that’s why it’s easy for them to say ‘Don’t Worry’.

Pressing issues such as financial struggles, stigma and fear will never be dismissed by ‘Don’t Worry’, so we need a fresh approach.

Appropriate Responses to Say to Worried Customers

I often hear call handlers saying ‘Don’t worry’ or ‘No problem’ as a filler phrase when they are unsure what to say or when there are uncomfortable gaps in the conversation.

These don’t help and can sound as though the customer is being cut short and is not important.

If the conversation ends, it is better to pause. This encourages the customer to add to their point, which might provide valuable information. It also gives call handlers a moment to prepare a more meaningful response.

To break the cycle of worry and help customers feel valued, call handlers should use responses that offer:

• Empathy
• Reassurance
• Solutions
• Empowerment

Responding to Worried Customers With Empathy

A call handler might choose to identify the emotion with empathy. This helps the customer to feel that they are being listened to and accepted.

If you want more examples of empathy statements you can use in your customer conversations, read our article: Empathy Statements for Customer Service With Examples

Reassurance to Calm Worried Customers

Another approach is to offer specific reassurance. With these replies, the call handler indicates that they have understood the concerns and will help.

We have more examples of reassurance statements for customer service. Read our article: Reassurance Statements in Customer Service – With Examples

Practical Responses to Address Concerns

Problem-solving typically follows an empathic or reassuring response. However, in certain situations, the call handler might get straight to the point.

A focus on actions is an effective way to change the customer’s thought process from worries to practicalities.

Responses to Help Callers Take Control

Returning to the fact that worry is often caused by a feeling of loss of control, a call handler can also help to reduce customer concerns through empowerment.

What would enable the customer to handle this situation with greater confidence?

Follow-Up Responses

Having empathized, reassured, problem-solved and/or empowered, there is another step to convince the customer that everything is in hand.

That is to confirm when actions have been undertaken. It is helpful to be told that something can or will be done, but the worries will only be silenced when the customer knows their concerns are resolved.

Printable – 19 Alternative Ways to Say ‘Don’t Worry’ in Customer Service with Example Statements

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There Are Plenty of Better Responses Than “Don’t Worry”

There is no situation where saying “Don’t worry” is helpful! Therefore, call handlers need to replace it with responses that help customers feel their concerns have been heard and addressed.

I invite you to build on the examples shared in this article to give your team appropriate alternatives.

What phrases do you use in your contact centre? Reach out to us on LinkedIn and let us know!

Written by: Helen Pettifer, Director of Helen Pettifer Training Ltd and a specialist in the fair treatment of vulnerable customers.

For more on customer service language, read our articles:

• 100 Complimentary Words and Phrases to Use in Customer Service
• Assurance Statements in Customer Service – With Examples
• 15 Great Alternatives to “Sorry for the Inconvenience”

Reviewed by: Megan Jones