Every organization’s success depends on the language used in customer service interactions, as each customer interaction represents the brand.
Consistency in customer service can be achieved using exceptional customer service phrases.
A survey by Khoros shows that 43% of consumers are more inclined to purchase a brand following a positive customer service experience.
Even in the most straightforward support conversations, precise words and appropriate delivery methods can distinguish between a decent and outstanding customer experience.
With the right customer service phrases, you can improve your interactions with customers, whether you’re a manager onboarding new staff, an experienced customer support representative, or a small business owner balancing several tasks.
This blog covers customer service phrases to avoid using and ones that help you deliver a superior customer service experience.
What are customer service phrases?
Customer service phrases refer to verbal or written expressions used regularly by support agents to interact with customers.
These phrases create rapport and ensure customer satisfaction by conveying a commitment to providing quality service and resolving any issues.
These interactions might be over the phone, online, or in person.
Excellent customer service phrases
Here are some excellent customer service phrases to use in your everyday interactions with customers:
Greetings
In customer service, it is expected to use a cordial and polite greeting to express warm hospitality and eagerness to provide support.
This friendly customer service phrase can make customers feel welcome and inclined to discuss their issues.
Inquiring about someone’s well-being provides a human touch and helps customers feel appreciated.
A friendly greeting, even when customers are experiencing issues, establishes a positive tone for the conversation and fosters open communication.
Some of the common customer service phrases you can use to greet clients include:
1. “How are you doing today?”
2. “Welcome! How may I assist you today?”
3. “Good [morning/afternoon/evening]! What brings you in today?”
4. “Nice to meet you. How can I help you?”
5. “Thank you for calling [company]. This is [name]. How can I help you?”
Pro tips for greeting phrases
- Stay positive: Regardless of the circumstances, maintain a positive attitude in your greeting. This can influence the customer’s mood and expression.
- Practice active listening: Once you’ve greeted the customer, pay attention to their response. Active listening helps you understand their needs better.
Acknowledging the issue
Acknowledge your customer’s frustration and be willing to work together to find a solution. This lets customers know that your team understands their situation.
It also reassures them that their concerns are taken seriously and that your agents are committed to helping resolve any issues.
The following are some example customer service phrases to acknowledge the issue:
6. “I understand this must be [adjective]. Let’s work together to resolve it.”
7. “Thanks for bringing this to our attention.”
8. “I’m sorry you’re experiencing this issue. Let me help you with that.”
Pro tips to acknowledge customer issues
- Prompt response: Acknowledge the issue as soon as possible. Quick acknowledgments show attentiveness and care.
- Be specific: Acknowledge the particular problem or concern raised by the customer. This demonstrates that you’re listening and understand their issue.
- Don’t dismiss: Avoid dismissing any customer issue.
Offering a solution
The correct words can be your greatest ally while trying to solve a problem. They can ease stress, offer direction, and open the door to a resolution.
Letting your customers know that you are eager to help them right away can set a positive tone for the call and make them feel confident that you will work to provide a satisfactory resolution.
You can achieve this by telling customers that they have come to the right place, you are trustworthy, and you are ready to assist them in any way possible.
Once you have resolved their issue, end the conversation with memorable customer service phrases like:
9. “I’m here to assist you. What specifically can I do to help?”
10. “I’m happy to help if you need additional support.”
11. “Please reach out again.”
12. “Here’s what I can do to help you resolve this issue.”
13. “Excellent question. I’ll find out for you.”
14. “Here is what we can do.”
15. “I’ll keep you updated every step of the way.”
16. “Your issues have been resolved. Can we assist you with anything else?”
When used consistently, these customer service phrases can leave a lasting impression and encourage customers to return.
Pro tips to use when offering a solution
- Customize solutions: Tailor solutions to the specific needs and circumstances of the customer. Avoid generic responses.
- Present options: Offer multiple solutions if possible. Giving choices empowers the customer and shows flexibility.
- Actively listen: Pay attention to customers’ needs and offer support accordingly, whether communicating through live chat, email, or phone.
Asking a customer to wait or to be put on hold
When needing to review an account or inquire about another resource, employees should use courteous customer services phrases to get permission before putting a customer on hold. Asking for their permission shows that you appreciate them.
You can use the following customer service phrases:
17. “Is it OK if I put you on hold briefly to confirm [information]?”
18. “Great question! Please hold for a minute. I will find the answer for you.”
19. “Thank you for holding. I now have the solution.”
Pro tips for putting customers on hold
- Seek permission: Always ask for a customer’s permission before putting them on hold.
- Specify duration: You can provide the estimated time the customer must wait. For example, “Kindly give me one minute to confirm.”
Power words for customer service
Power words such as are powerful and positive responses that show complete agreement and optimism to the customer.
They inspire confidence in the customer and convey a sense of trustworthiness.
These versatile customer service phrases affirm or show agreement with the customer, assuring you will take care of the issue and deliver a satisfactory resolution.
Some of these power words/phrases include:
20. “Absolutely”
21. “Definitely”
22. “Will”
23. “I appreciate that.”
24. “Surely”
25. “Must”
Pro tips for power words to use
- Personalization words: Include words that personalize the interactions.
- Reassurance words: Incorporate words that reassure customers and build trust.
- Respectful language: Use respectful words and customer service phrases that show consideration and professionalism.
Apologizing and showing empathy
It’s crucial to use language demonstrating that you are sorry for any inconvenience, costs, or mistakes you have made.
Expressing concern is a solid approach that shows empathy. Sincere empathy is the key to delivering excellent customer service.
Examples of customer service phrases you can use to apologize or empathize with customers include:
26. “I’m sorry this happened. I appreciate your patience as we sort this out.”
27. “Our apologies for letting you go through this.”
28. “Is there a specific situation you’re dealing with?”
Pro tips to show empathy
- Sincerity matters: A genuine apology is crucial. Express regret and take responsibility without making excuses or shifting blame.
- Use empathetic language: Acknowledge the situation’s impact on the person.
Gathering and confirming information
Choosing the right word to fill a gap in your message can significantly affect the tone of your response, especially when dealing with an unhappy customer.
This avoids misunderstandings and ensures both parties are on the same page before further discussion or actions to address the problem.
Some of the best customer service phrases to keep things upbeat while gathering information include:
29. “Let me find a solution for you. Please provide me with the following details.”
30. “I understand how [adjective] that must be.”
31. “Just to confirm, you’re saying [repeat the issue]. Is that correct?”
32. “Let me make sure I understand the situation correctly. Please correct me if I’m wrong.”
33. “I completely understand your situation.”
34. “I would like to understand more about [issue].”
35. “Kindly confirm if I have gotten this right.”
36. “Would you please tell me more about that?
Even when clients make strange requests, remain positive and demonstrate the value of their ideas by using expressions that convey you understand their viewpoint and may consider their suggestions later.
Pro tips for collecting information
- Avoid assumptions: Refrain from assuming details. Always confirm information, especially when It’s critical to the situation.
- Summarize: Periodically provide a summary of the discussion to ensure alignment. This keeps everyone on the same page throughout the conversation.
- Active listening: Focus on what the other person is saying. Listen attentively without interrupting to get all the information needed.
- Be curious: Show genuine interest in the information being shared. Curiosity prompts more comprehensive and detailed responses.
Expressing gratitude
Support agents use various customer service phrases to acknowledge and express gratitude for feedback, emphasizing their role in facilitating improvements.
This reassures the customer that their input is vital and is being considered for positive changes.
You can also show gratitude when someone is waiting for a resolution by acknowledging their patience while reassuring them that their concern is being addressed.
Some of the customer service phrases to use to express gratitude include:
37. “Thank you for bringing this to our attention. Your feedback helps us improve.”
38. “I appreciate your patience while we work on this matter.”
39. “We appreciate you bringing this to our attention.”
40. “Thank you for being our esteemed client.”
Pro tips for expressing gratitude
- Use their name: Personalize your gratitude by addressing the person by name.
- Be timely: Express gratitude promptly. Don’t wait too long; timely acknowledgment makes it more meaningful.
- Follow up: Send a thank you message a few days later. It reinforces your appreciation and shows you haven’t forgotten their kindness.
Closing the interaction
An agent can end an interaction with a customer in several ways. They can thank customers for their time, inquire if the customer requires further assistance, provide an open invitation for the customer to reach out again, or give the customer the exact time or date to expect a follow-up.
This way, customers will feel heard and valued, and they will be more likely to return. Remember, people’s experiences with your brand become more valuable when they know you’re always happy to help.
Support agents can choose any of the following customer service phrases to end a call:
41. “Is there anything else I can assist you with today?”
42. “Thank you for choosing us. Have a great day!”
43. “You can expect an update from us by [date/time].”
44. “If you’re ready, I will connect you to the [manager or specialist].”
45. “Please let us know if there is anything else we can help with.”
Pro tips to close the interaction
- You will convey reliability and confidence by keeping your word and interacting with your client promptly.
Customer service phrases to avoid
A conversation can swiftly change after one or two hurtful words. Here are some customer service phrases to avoid.
1. “That’s impossible.”
There are situations in which a customer’s request cannot be fulfilled; it’s crucial to handle these situations with caution.
Telling clients that something is impossible sends the wrong message: You are not eager to assist them.
It’s a useless response. You must assist a customer in resolving any misunderstandings they have. Instead, say, “I sincerely apologize for this and wish we could find a solution for you.”
2. “I can’t help you with that.”
Understandably, there may be issues that a specific agent or your company cannot resolve. However, negatively stating it outright can bring the conversation to a standstill.
It is inappropriate to dismiss their worries and tell them you cannot help. If there is no way to remedy the issue, your support team can still offer advice.
Although sending a customer to a rival company is dangerous, it establishes your credibility as a knowledgeable and helpful resource.
3. “Your call is important to us.”
This phrase, often regarded as an automated message, is generated as an initial greeting when the customer waits.
Although following up with customers is important, the sentiment loses meaning if callers feel their concerns aren’t adequately addressed.
4. “I don’t know.”
Saying “I don’t know” to a customer conveys a lack of interest in finding a solution and can result in a negative experience.
As a brand representative, being the most qualified person is essential to assist the customer and maintain your credibility.
Customers may not have time to wait for a solution, so it’s best to avoid saying, “I don’t know.” It’s better to find a solution quickly.
Use other customer service phrases like, “Excellent question! I’ll find the solution for you as soon as possible” to show you will help.
5. “Our apologies for any inconvenience this may cause.”
This customer service phrase is commonly used to express regret when a situation might cause inconvenience to someone.
The expression attempts to downplay the issue and offer an apology all at once.
But be precise and direct rather than relying on a cliched, false phrase.Express your genuine regret and the steps you’re taking to address the situation.
6. “Give me one second to look into that …”
This phrase shows disregard for customer consent. Ask for a customer’s permission before making them wait for a response or resolution.
Support teams should always have a plan for tackling an issue, and they should know how much time they need.
7. “Unfortunately, I can’t do that for you.”
Refusing to help consumers directly is not a wise strategy. Your clients will immediately cease doing business with you.
According to a survey from Zippia,78% of customers bail out of a purchase due to a bad customer service experience.
Customers depart when their discontent increases. Instead, focus on your limitations and consider solutions to lessen the impact.
8. “I’m sorry you feel that way.”
Customers can always tell when someone apologizes but isn’t sincere. A poor apology can potentially inflict more harm than no apology since an apology aims to mend a relationship.
It’s crucial to pair it with genuine empathy and a willingness to address the underlying issue or concern. Otherwise, it might be perceived as dismissive or insincere.
You can demonstrate your understanding of the customer’s problem by offering a solution.
9. “Can I help you with anything else today?”
Employees should use specific phrases while providing customer service but must use them at the right time.
For instance, using the customer service phrase “Is there anything else I can help you with?” might seem like a clever idea, but if it’s used too early in the conversation, customers might feel like their issues are being hurried.
To provide successful customer service, gauge the customer’s mood and respond appropriately to their needs.
10. “I’m sorry. I didn’t recognize that request.”
Understanding customers’ problems and emotions is essential to resolving their concerns. Don’t feel bad about not understanding. Active listening is the key to success.
Rather than reacting hastily, make it your mission to fully comprehend what the other person is saying.
Instead, invest your time understanding and properly addressing the customer’s concerns.
11. “Thank you for the feedback.”
Avoiding the customer service phrase “Thank you for the feedback” while still acknowledging and appreciating customer input requires a bit of creativity and response variation.
Consider using insight instead of feedback to give your support encounters a more genuine, upbeat tone.
12. “That’s not my job.”
This customer service phrase gives your consumers the impression that they are being shuffled around from person to person and that you are unwilling to assist them with their inquiry.
They won’t be content with either choice.
Help the consumer even if the question is not within your area of expertise. Either seek the solution they need or put them in touch with a knowledgeable person.
Alternatively, consider asking, “How can I help?” This exudes eagerness and a readiness to assist while giving the customer a sense of importance.
13. “Don’t tell anyone I told you this.”
This is an improper approach to win a customer’s trust. It’s a harmful practice. Discussing trade secrets will have damaging effects.
You will appear unprofessional, dishonor your company, and harm your firm’s reputation.
14. “You misheard me.”
This statement implies that the consumer is at fault, even if they did misunderstand what you said.
It’s important to refrain from blaming the customer directly for any miscommunication or issue.
Remember that the customer isn’t as knowledgeable about the product or service as you are, which can make communication about the situation difficult for them.
Say, “I apologize! Can I clarify it for you?” to rectify this.
Use excellent customer service phrases to improve your interactions
Working with customers can be demanding, particularly if you lack the resources and authorization necessary to assist them in finding a solution as soon as possible. Fortunately, you have the power to decide how to react.
As you decide which customer service phrases to begin and end with, remember that delivering exceptional customer service requires precise words and appropriate delivery methods.
Using the listed phrases, you can improve customer interactions and deliver superior customer service.
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We’d love to hear what you resonated with after reading this blog. Feel free to share your insights, questions, ideas or experiences on customer service phrases, in the comment section below — Your thoughts count!
