TL;DR: Customer service phrases are standard expressions used to greet customers, acknowledge issues, offer solutions, show empathy, express gratitude, and close conversations professionally. Choosing the right phrases improves customer experience, while avoiding negative language helps maintain trust and satisfaction.

Every organization’s success depends on the language used in customer interactions, as each conversation shapes how customers perceive the brand.

Consistency in customer service can be achieved by using clear, empathetic, and professional customer service phrases.

The impact of customer experience on customer loyalty is significant.

According to PwC’s 2025 Customer Experience Survey, 52% of US consumers say they stopped using or buying from a brand because of a bad experience with its products or services, while 29% stopped due to poor customer experience, whether online or in-person.

Even in the most straightforward support conversations, the right words and delivery can make the difference between a satisfactory interaction and an exceptional one.

Whether you’re a customer service manager training new agents, an experienced support professional, or a small business owner handling customer inquiries, using the right customer service phrases can help you communicate more effectively and build stronger customer relationships.

This blog covers customer service phrases to avoid and phrases that can 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.

45 Customer service phrases to use

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.

Five customer service greeting phrases with black icons and text on a light gray background

Asking about a customer’s well-being adds a personal touch and helps them 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 customers know that you’re eager to help can set a positive tone for the interaction.

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 issue has 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.

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Asking a customer to wait or to be put on hold

When you need to review an account or inquire about another resource, employees should use courteous customer service 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 absolutely, certainly, definitely, of course, and I’d be happy to help are positive responses that show confidence, agreement, and a willingness to assist 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 them that you will take care of the issue and work toward a satisfactory resolution.

Customer service power words diagram with gray circles showing “Absolutely,” “Definitely,” “Will,” and other key phrases

Some of these power words and phrases include:

20. “Absolutely”

21. “Definitely”

22. “Will”

23. “I appreciate that.”

24. “Certainly”

25. “Of course”

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 that shows you are sorry for any inconvenience, frustration, or mistakes that may have occurred.

Expressing concern is a solid approach that shows empathy in customer service. Sincere empathy is the key to delivering excellent customer support.

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 words 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 whether I have understood this correctly.”

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.

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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 a valued customer.”

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 by channel: Phone, email, and live chat

The best customer service phrases vary depending on the communication channel.

Phone conversations require a conversational tone, emails benefit from detailed explanations and clear follow-up commitments, and live chat responses should be brief and responsive.

The examples below show how to adapt common customer service scenarios across phone, email, and live chat interactions.

Situation Phone Email Live chat
Acknowledging the issue “I can hear how frustrating this has been. Let’s get it sorted now.” “Thanks for flagging this, and I’m sorry for the disruption. Here’s what I’ve found so far.” “Got it. I can see the issue on your account. Looking into it now.”
Apologizing “I’m sorry. That shouldn’t have happened. I’ll stay on the line until it’s fixed.” “I’m sorry this happened. To be specific about what went wrong: [cause]. Here’s what we’re changing so it doesn’t recur.” “That’s on us, apologies. Fixing it now.”
Asking the customer to wait “May I put you on hold for about two minutes while I check [x]?” “I need to confirm this with our [team]. I’ll come back to you by [day, time].” “Give me about 90 seconds to pull up your billing history. I’ll be right here.”
Closing the conversation “Before I let you go, is there anything else on this I can clear up?” “You’re all set. If anything else comes up, reply to this thread, and it’ll come straight back to me.” “All done. I’ll leave the chat open for a couple of minutes in case anything else comes up.”

Whether you’re assisting customers over the phone, through live chat, or by email, using the right language can improve communication and build trust.

Teams that regularly handle email support may also benefit from using standardized customer service email templates to maintain consistency.

Customer service phrases to avoid

A conversation can quickly take a negative turn when customers feel dismissed, blamed, or ignored.

The following table highlights common customer service phrases to avoid, along with better alternatives and reasons they can negatively impact the customer experience.

Phrases to avoid Say instead Why it backfires
“I don’t know.” “Let me find the correct information for you.” Sounds dismissive and unhelpful.
“That’s not our policy.” “Here’s what I can do for you based on our policy.” Focuses on limitations instead of solutions.
“Calm down.” “I understand this situation is frustrating.” Can escalate customer emotions.
“You’ll have to…” “I’ll guide you through the next steps.” Creates unnecessary friction.
“That’s impossible.” “Let me explore available options.” Eliminates hope of resolution.
“It’s not my department.” “I’ll connect you with the right person.” Makes customers feel abandoned.
“We can’t do that.” “Here’s what we can do instead.” Shifts attention from solutions to restrictions.
“You misunderstood.” “Let me clarify that for you.” Sounds accusatory.
“I’ve already told you.” “Let me explain that another way.” Creates frustration.
“You’ll need to wait.” “Thank you for your patience while I check this.” Sounds demanding.
“That’s not my fault.” “Let’s work together to resolve this.” Avoids ownership.
“You need to read the instructions.” “Let me walk you through the instructions.” Can sound condescending.
“There’s nothing I can do.” “Let me see what options are available.” Ends the conversation prematurely.
“You’ll have to contact someone else.” “I’ll help direct you to the appropriate team.” Feels like being passed around.

By replacing potentially harmful phrases with empathetic, solution-oriented alternatives, you can de-escalate difficult situations, build trust, and create a more positive customer experience.

Improve customer interactions with the right customer service phrases

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, appropriate delivery methods, and embodying key qualities such as attentiveness, empathy, patience, proactivity, and responsiveness.

Using the listed phrases, you can improve customer interactions and deliver superior customer service.

Please schedule a live demo to see how BoldDesk creates a key component for outstanding customer service. You can also start a free trial to explore its many features.

If you have any questions about the product or its capabilities, please contact our support team.

We’d love to hear what resonated with you after reading this blog. Feel free to share your insights, questions, ideas, or experiences related to customer service phrases in the comment section below.

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FAQs for customer service phrases

When dealing with an angry customer, start by acknowledging their feelings, showing empathy, focusing on finding a solution, and clearly explaining the next steps.

Phrases such as “I understand how frustrating this must be” or “I can see why you’re upset” help customers feel heard and validated.

Reassure the customer that you’ll find the information they need.

Try phrases like “Let me check that for you,” “I’ll find the correct information and get back to you,” or “Let me connect you with someone who can help.”

This demonstrates ownership and a willingness to assist.

When apologizing without admitting fault, acknowledge the customer’s experience without assuming responsibility before the facts are confirmed.

For example, say “I’m sorry you’ve experienced this inconvenience” or “I understand this situation has been frustrating for you.”

This shows empathy while remaining professional.

You should end a customer service chat by confirming that the customer’s needs have been addressed and offering further assistance.

For example, “I’m glad I could help today. Is there anything else I can assist you with?” or “Thank you for contacting us.

Please don’t hesitate to reach out if you have any other questions.”

Avoid phrases that sound dismissive, defensive, or unhelpful, such as “I don’t know,” “That’s not our policy,” “Calm down,” or “There’s nothing I can do.”

Instead, use solution-oriented language that focuses on what you can do to help and the next steps available to the customer.

Not necessarily. Customer service scripts are most effective when used as guidelines rather than strict word-for-word responses.

When combined with empathy and natural communication, scripts can improve customer interactions without making them feel robotic.