USPS SSA Window Practice Exam

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What phrase is considered a trigger word in customer service?

I'm sorry
You need to...
Let me help
That sounds frustrating

The correct answer is: You need to...

In customer service, certain phrases can trigger negative reactions from customers due to their implications or tone. The phrase "You need to..." is considered a trigger word because it can come across as condescending or authoritative. When a customer is experiencing a problem, they often prefer to feel understood and supported rather than being told what they must do. This phrase implies a lack of empathy and can create a sense of frustration for customers, as it suggests they are at fault or solely responsible for the resolution of their issue. On the other hand, phrases like "I'm sorry," "Let me help," and "That sounds frustrating" promote a more understanding and supportive environment. They convey empathy and the willingness to assist, which helps in building rapport with the customer and addressing their concerns in a collaborative manner. This difference in tone and approach is crucial in effective customer service interactions.