Customer Success Managers (CSMs) are the bridge between a company and its customers. They play a vital role in ensuring customers are satisfied, engaged, and achieving their goals. However, even with the best intentions, certain phrases can damage trust, create frustration, or make customers feel unheard.
“There is only one boss—the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”
Sam Walton (Founder of Walmart)
This statement by Sam Walton emphasizes that customers hold the ultimate power in any business. If they are unhappy, they can take their money elsewhere, impacting the entire company's success—even at the highest levels.
Statements customers don’t like hearing from their CSMs:
Here are five statements customers don’t like hearing from their CSMs - and what to say instead.
1. "That’s not my responsibility."
Why Customers Hate It:
Customers see their CSM as their main point of contact and advocate. If they bring up an issue, they don’t want to feel like they’re being brushed off or passed around.
What to Say Instead:
"I may not be the best person to resolve this, but let me connect you with the right team and ensure you get the help you need."
This response reassures the customer that they’re being taken care of, rather than making them feel like a burden.
2. "I don’t know."
Why Customers Hate It:
Customers expect their CSMs to be knowledgeable and helpful. Simply saying "I don’t know" can make it seem like you’re unprepared or uninterested.
What to Say Instead:
"That’s a great question! Let me find the best answer for you and get back to you by [specific time]."
This shows initiative and a willingness to solve their problem, which builds trust.
3. "That’s just how our system works."
Why Customers Hate It:
No customer wants to hear that an inconvenient process or frustrating experience is just "the way it is." It signals that their concerns aren’t being taken seriously.
What to Say Instead:
"I understand this may not be ideal. Let me see if there’s a workaround or if I can escalate this concern to the right team."
This demonstrates empathy and action, even if you can’t change things immediately.
4. "Let me check and get back to you." (Without a timeline)
Why Customers Hate It:
While this statement sounds helpful, it can be frustrating when there’s no clear follow-up. If too much time passes, customers feel forgotten and have to chase you for an update.
What to Say Instead:
"I’ll look into this and provide an update by [specific date/time]. Even if I don’t have a final answer by then, I’ll reach out to keep you informed."
This reassures the customer that they won’t be left in the dark.
5. "We’ve never had this issue before."
Why Customers Hate It:
This statement can feel dismissive, making the customer feel like their issue is unique (and therefore not a priority). It can also come across as defensive instead of solution-focused.
What to Say Instead:
"This is the first time I’m hearing about this, but I appreciate you bringing it to my attention. Let’s investigate and find a solution together."
This response makes the customer feel valued and shows that you’re taking their issue seriously.
Conclusion
CSMs are responsible for creating positive experiences and building strong relationships. Avoiding these frustrating phrases and replacing them with proactive, empathetic responses will help customers feel heard, valued, and supported.