Customers say “This is spam” for a reason. Here is what usually sits behind it, how to respond and what to avoid.
The customer is annoyed at unwanted calls, and you have just become the representative of all of them. Do not defend yourself. Say sorry for the intrusion, offer to note their wishes and end the call kindly.
Typical in: Software and SaaS, Insurance and finance, Real estate, Telecom and energy, Professional services, Retail and e-commerce, Manufacturing and logistics, Contact centre and customer service
Pick the framework that fits the customer. The wording is an example direction, not a script: say it in your own words.
Say out loud what the customer seems to feel, so they can correct you.
“I understand, nobody likes calls they did not ask for, and I am sorry for the interruption. Would you like me to make a note that you do not want to be called about this?”
Show you heard it, then ask an open question before you respond.
“I hear you, and I do not want to add to it. I will keep this very short: if it is not relevant to you, tell me, and I will not call about it again.”
End politely and leave the door open. A respectful no can still be a good call.
“I am sorry to have disturbed you. I will note it and let you go. Have a good day.”
After your response, ask:
Would you prefer that we do not contact you about this topic again?
Avoid: This is not spam, we are a legitimate company.
A defence of your legitimacy is irrelevant to the customer’s feeling, and it prolongs the unwanted contact.
Reading is not the same as saying it. Talk to an AI customer who raises this kind of objection and see in the report which sentence helped.
Practise this objectionThe customer is annoyed at unwanted calls, and you have just become the representative of all of them. Do not defend yourself. Say sorry for the intrusion, offer to note their wishes and end the call kindly.
Name the feeling: “I understand, nobody likes calls they did not ask for, and I am sorry for the interruption. Would you like me to make a note that you do not want to be called about this?” Acknowledge, then ask: “I hear you, and I do not want to add to it. I will keep this very short: if it is not relevant to you, tell me, and I will not call about it again.” Exit gracefully: “I am sorry to have disturbed you. I will note it and let you go. Have a good day.”
Would you prefer that we do not contact you about this topic again?
Avoid “This is not spam, we are a legitimate company.” A defence of your legitimacy is irrelevant to the customer’s feeling, and it prolongs the unwanted contact.
Educational conversation training. It is not legal or financial advice and it promises no results. Always follow your company’s rules, the terms of the product and a customer’s clear no.