Which of these is an example of a defensive phrase?

• A. That's not our policy
• B. We can't help you with that
• C. Yes, I agree with you
• D. It wasn't me you spoke with, because I would have explained it to you

Answer: (D)

Defensive language in customer service pushes responsibility away and shuts down the path to a solution. The line about not being the person the customer spoke with, because that person would have explained it, does this clearly: it shifts accountability to someone else and implies the speaker isn’t the one to help, framing the issue as a problem of who the customer talked to rather than addressing what the customer needs. That distancing makes it harder to resolve the concern and can erode trust, because the customer feels stuck rather than supported.

A more effective response would acknowledge the situation and take ownership of helping, such as clarifying what happened and offering to assist or escalate as needed. While other phrases can also come across as curt or unhelpful, this specific line most directly embodies defensiveness by blaming others instead of aiming to resolve the customer’s issue.