In order to provide great customer experience, it’s critical to know just what to say to customers and the best way to say it. Customer service reps often say things or use phrases that make the customers angry and annoyed. Most of the employees probably never even realize that they didn’t treat the customers well and have offended them. Sometimes they make certain statements out of ignorance and not say things deliberately. And the worst part is that most customers are not going to tell you that were offended by what was said to them. They will just be displeased and might not come back again.