Talking to customers the right way is a skill that your customer service officials must have.

No matter if you’re dealing with an irritated customer or a happy customer, you must stay positive and empathetic to provide excellent support.

Of course, the customer is not always correct, but it is your responsibility as a customer-facing employee to be polite and respectful. Otherwise, you risk creating a negative impression that could harm your brand.

In fact, 91 percent of customers leave after a bad customer service experience and will not willingly do business with that company again.

When you’re in the middle of customer interaction, it can be difficult to think of positive words and phrases to use. The phrases listed below will help you communicate confidently while also making customers feel good about your company, allowing you to provide excellent customer service. 

In this guide we’ll go through:

15 Excellent Customer Service Phrases to Use

We’re sure you’ll notice the improvement in your customer interactions when you use these positive phrases for customer service

“Hello, My name is… How may I help you today?”

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We’ve all heard about the importance of making a good first impression; it can make or break the rest of your conversation. This makes it important to learn how to greet customers at the beginning of an interaction. 

Customer service greetings such as “Hello, how’s your day going?” may sound simple but it is a great way to set the tone of the entire customer interaction.

However, avoid sounding too formal in your greeting. It’s also a good idea to go the extra mile and try to personalize greetings for customers who are returning. 

Some other customer greeting examples include: 

  • “How’s your day going?”
  • “Hello…Happy to see you back here! How can I assist you today?”
  • Welcome back,…What can I do for you today?

“Thank you for your inquiry; please allow me to look into it for you”

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Sometimes questions can be difficult for agents to handle, so it’s best to let customers know they’ve been heard and that their request will be processed. It’s fine if you don’t know the answers to all of your customers’ questions, but how you present them makes all the difference.

This type of phrase will buy you some time to come up with a solution and smooth things out right away. You can ask the customer to give you some time to find a solution, and your customer will almost certainly agree.

Some variations of the phrase:

  • Thank you for reaching out. I am glad to be of assistance.
  • Thank you for contacting me. I investigated your problem and have come up with a solution that will solve it.

“Could you please elaborate on that?”

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To get to the bottom of the problem, you must first understand what happened. However, some customers may not always be as forthcoming as they should be, so you must encourage them to share more information about the problem. 

Politely, asking for further explanation will make customers more understanding and thorough in providing you with the necessary details.

Some variations of the phrase:

  • Can you please give me your order number so I can fix this for you?
  • Could you please provide me with more information so that I can look up this issue?
  • Sure, I can help you find it. Are you looking for something specific?

“From what I understand..”

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When speaking with a customer, it is critical to keep the customer and their problem in mind. It’s also important to demonstrate to them that you properly understood the question.

Repeating what customers have said to you is always a good idea. You should use this customer phrase to ensure that you have not misunderstood the situation or overlooked any important details. As a result, identifying and resolving the problem will be a breeze.

Some variations of the phrase:

  • “Let me double-check if I’m not mistaken.”
  • “I want to make sure I understand everything correctly.”
  • “Please feel free to correct me if I’ve misunderstood anything.”

“Thank you for explaining that to me.”

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Customers who take the time to explain their problem and go through all the small details with you deserve to be appreciated. When a customer describes their problem in great detail, it allows you to see the problem from their point of view, and you will be able to visualize their problem. You will save a lot of time and effort, thanks to them. 

In this case, simple, direct, and positive customer service sentences like “Thank you for explaining that to me” will do the trick. 

Some variations of the phrase:

  • “I sincerely thank you for taking the time to go over these details.”
  • “I appreciate your …”

“I understand how frustrating that must be”

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We’ve all been in situations where we believe that something important to us should be important to others, whether it’s customer service representatives, friends, or family. This is a natural emotion that everyone experiences. This is why you must put yourself in your customer’s shoes.

When dealing with an irate customer, empathy can be a useful tool in your arsenal. This phrase can help you connect with and calm down your customer.

Some variations of the phrase:

  • “That would frustrate/upset me, too.”
  • “ I understand how [issue] must have impacted your…”
  • “ I understand how upsetting this problem has been for you”

Being empathetic is vital to prevent negative word of mouth and encourage the positive. In fact, on average, a happy customer will tell three people about their great experience, while an unhappy one will tell more than three times that.

“I apologize for the inconvenience”

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Most of the time, apologizing is the most effective way to improve a negative customer experience. Studies showed that offering an apology, along with a resolution leads to a 74% customer satisfaction rate. Because it is so effective, knowing how to properly apologize is a critical skill for customer service professionals.

Moreover, 70% of complaining customers will do business with you again if you resolve the complaint in their favor.

However, since “I’m sorry” is a common customer service line, it’s important to avoid using it too frequently. You can address an angry or frustrated customer while moving the interaction towards a resolution when used sincerely.

Some variations of the phrase:

  • “I’m sorry that you’ve had to deal with [issue]”
  • “I am sorry that we failed to [cause of issue] and you’ve had to deal with the outcome”
  • “We are deeply sorry about this. I will check with my supervisor right away, and see how we can solve this [Issue] for you.”

“Let me forward this matter to our team”

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It can sometimes be necessary to refer customers to another team to resolve an issue. When a customer contacts you about a problem or a request, it is important to first acknowledge their request and inform them of the action you intend to take. 

Your customers should not have to explain the problem to multiple departments. So, you’ve to ensure that the person or team to whom you forward the call is aware of the issue and has all of the necessary information to assist the customer. 

Some variations of the phrase:

  • “Please allow me to transfer this call to our specialist, who is better able to assist you with this question.”
  • “Would you mind waiting a moment while I call our specialist?”
  • “Is it okay if I transfer you to our {Department}? They have a better understanding of the problem you are facing. I’m sorry for the inconvenience.”

“I will send you an update by…”

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customer-service-phrases

When a customer lodges a complaint or makes a request, they do not necessarily expect it to be resolved immediately. What they do expect are clear communication and a set timeline. And even if you cannot guarantee that the customer’s question will be answered, you can still provide an update. 

This gives you the ability to establish credibility while also keeping the customer up to date on the status of their order/ issue. 

Some variations of the phrase:

  • “I’ll get this sorted out by..”
  • “I’ll send you an update every day…”
  • “I will let you know once I receive further updates.”

“As much as I’d love to help …”

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Customers may occasionally ask for a solution to a problem that you are unable to provide. It is possible that your company does not have a specific product that the customer desires, or that there are other reasons why it is not possible.

Telling them “no” is too abrupt and direct. When you are too informal when saying no to a customer, you may be perceived as not taking their request seriously.

By being honest about your inability to do so but immediately offering a different solution, you demonstrate to the customer that you want to solve their problem.

Some variations of the phrase:

  • “Currently, that’s a limitation. What I can do is…”
  • “I completely understand how that would be helpful, however, it’s not something we’re able to implement right now”
  • “Please let us make things right by…”

“Thank you for bringing this to our attention”

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This phrase is useful when a customer informs you of a product or service issue that may affect other customers as well. It’s important to realize the customer who reports the problem is assisting your company with quality control.  After all, the majority of customers wouldn’t make the effort.

In this situation, the least you can do is express your gratitude by thanking them. You can even reward them in addition to thanking them if it is permissible under company policy. This can also help with customer retention, as 68 percent of customers leave because they believe the company doesn’t care about them.

Some variations of the phrase:

  • “Your feedback is valuable to us. Thank you for these recommendations.”
  • “We appreciate your feedback…”
  • “I appreciate you bringing this to our attention.”

These phrases can help you gather customer feedback and ratings. As per studies, 66% of consumers stated many online reviews make them trust a brand online, and 35% of respondents said they chose a higher-priced option because of positive reviews.

“Is there anything else I can do for you today?”

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Consider the following scenario: you have a list of questions to ask, but after answering the first question, the customer service representative says “thank you” and hangs up. This may irritate a customer, causing them to never return. 

However, by asking the above question, you demonstrate that you will be available to your customer until all of their concerns are addressed.

Some variations of the phrase:

  • “Please let me know if you have any other questions.”
  • “Can I help you with anything else”

“Happy to help!”

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The simplest way to make your customers feel more valuable is to add positive words to your customer service vocabulary.

In a world where 66% of global consumers stop doing business with a company and switch to another after experiencing a poor customer service experience, including more positive power words in your customer service conversations can make a big difference.

This phrase is useful because it shows that you do not consider assisting them to be a burden or an inconvenience. The use of this phrase could also encourage them to share feedback

Some variations of the phrase:

  • “It’s my pleasure to be of assistance.”
  • “I’m glad to be of service.”
  • Thank you for reaching out. I am glad to be of assistance. If the problem arises again, don’t hesitate to contact us!

“Thank you for being our customer”

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According to a Forbes study, on average, 20% of a company’s customers account for 80% of future profits. So, never pass up an opportunity to thank your customers.

When a problem has been solved or a question has been answered, take a moment to thank the customer for choosing to work with you. Being able to express gratitude to customers in the right way and at the right time can be a game-changer for your business.

However, make sure to prioritize getting that resolution first; a thank you that comes too soon may appear insincere to an irate customer.

Some variations of the phrase:

  • Thank you. We hope your experience was excellent and we can’t wait to see you again soon. 
  • Thank you for your business. It is our pleasure to work with you.

“I’m glad I could help, have a great day”

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Closing customer service statements are as important as positive greetings because they allow you to end the call on a good note. Why not leave the customer feeling great that they called your business?

Before you begin your closing statement, ensure that your customer is satisfied with the interaction. Consider asking if there is anything else you can do for them before hanging up to give them the opportunity to add any closing remarks.

If the interaction did not go well, a closing statement such as “Apologies once again for any inconvenience caused. Thank you for your call.”  is appropriate. 

Other phrases to end a conversation politely include: 

  • “Thank you so much for your call. If you require any further assistance, please contact us at __”
  • “It was a pleasure to meet you. I’ll call you in a week with an update. Have a wonderful day.”
  • “I’m glad we were able to make things right for you. Have a wonderful day.”

Tip: You can use these phrases on any platform or channel like Twitter or Insta comments. By the way, if you’re not providing customer support on social media, then you should! Here are a few stats to back it up:

  • 88% of customers refrain from buying from a brand that leaves complaints on social media unanswered.
  • More than 37% of all Tweets were customer service-related, and only less than 3% used the @ symbol.
  • As per surveys, if a company ignores its customers on social media or leaves their complaints unanswered, 45% of them said to feel anger while 27.1% went further and claimed that they would stop buying from that brand.
  • For customer service, 90% of consumers will always check a website first before contacting a company.

5 customer support phrases to avoid

Some words and phrases are commonly used in customer service, but this does not always imply that they are appropriate or effective. These are some call center phrases  to avoid in any situation where you will be dealing with customers:

“I don’t know” 

When you are unsure about a problem that a customer has inquired about, avoid using phrases like “I don’t know” or “I’m not sure.” There are several more appropriate responses. When you say “I’m not sure,” you demonstrate helplessness and irresponsibility, which will turn off your customers.

This also reflects poorly on the company because it implies that you received inadequate training. Instead, emphasize what you have done or are doing to address the customer’s concern. Request additional information to better understand them so that you can find a solution, even if it is not immediate.

“This is the first time we’ve heard of this problem”

You may be hearing about a specific issue for the first time, but telling your customer that is not very reassuring. Your customer, who is currently experiencing the problem, may become more concerned if you tell them that it is a new problem that you have never had to solve before.

In these cases, you should reassure the customer by saying, “It is a rare issue. We will investigate it immediately, report back to the department and fix this issue as soon as possible.”

“Calm down”

When you’re on the phone with an irate customer, their hostility can become a roadblock. If the customer remains angry, they are unlikely to provide you with the information and cooperation you require to resolve their problem.

The best thing to do in this situation is to hear them out. Telling them to calm down, on the other hand, will only make them more upset. To diffuse an irate caller, show empathy for their situation, be respectful, and try to get to the bottom of their problem.

“Let me put you on hold”

Let’s be honest: no one enjoys being put on hold. After going through the ordeal of calling customer service, the last thing a customer wants is to be put on hold several times.

Customers do not want to be met with indifference and a lack of accountability on the part of the representative. Putting a customer on hold multiple times without first asking them is bound to irritate them and potentially lose them as a customer.

According to Velaro’s research, waiting on hold for one minute causes nearly 60 percent of customers to hang up. The use of the hold button excessively can also indicate knowledge or training gaps in your agents.

“It is our policy…”

Consider a customer who purchased a defective product from you and the only thing you say to them is that you are unable to address this issue due to your policy.

You can’t just abandon them and say, “There’s nothing we can do.” Instead, reassure them by stating that you will investigate the issue and either respond to them with an answer or have someone else contact them.

Say this:

“I’m truly sorry to hear this. “Let me see what I can do about it.”

Tip: Also, implement these phrases into your website’s live chat.

 

Conclusion

The right language is extremely important in a customer service environment. Certain words and phrases can have a significant impact on the overall impression and how a customer feels about your company.

In fact, 63 percent of customers in a survey said they felt an increased heart rate when they just thought about great service.

Using the phrases we’ve covered above will help strengthen your relationship with your customers and demonstrate to them through action and words how much you sincerely value them as customers. It can also help to shift the conversation and turn an angry customer into a loyal one.

However, there are no perfect phrases for customer service, that are best suited for every interaction.

If you face difficulties while interacting with your customers, Helplama’s specialized customer service professionals can help you provide satisfactory support to your customers.

Last but not least, keep smiling and sound positive at all times.