100+ Phrases for Customer Service Staff

When we have problems or complaints about a product or service, the first person we think to contact is a customer service representative. In this lesson you will learn phrases for customer service staff.

For those of us who work in customer service, it means being ready to deal with any question or complaint our customers have and provide the best solution to their problem.

 

Excellent customer service phrases

Use these 42 customer service phrases to improve almost all of your support interactions:

1. As much as I’d love to help …
2. Could you please tell more about that?
3. Did you know about our additional service?
4. Expect to hear from us by (blank).
5. Feel free to correct me if I have misunderstood something.
6. Great question! I’ll find that out for you!
7. Great question.
8. Happy to help!
9. Here’s what I can offer you instead.
10. How is your day going?
11. I appreciate you bringing this to our attention.
12. I appreciate you reported to us about the problem. We will look on to it immediately.
13. I can absolutely help you with that.
14. I can do that for you.
15. I completely understand why you’d want that.
16. I completely understand your situation.
17. I have identified the problem.
18. I understand how (blank) that must be.
19. I understand.
20. I will be helping you with…
21. I’d love to understand more about …
22. I’m sending an update/confirmation.
23. I’ve passed this on to our team
24. I’ve read through the conversation so far.
25. Let me know anything else I can do.
26. Let me make things better for you.
27. May I ask why that is?
28. Nice to meet you!
29. Nice to meet you. How can I help you?
30. Our apologies for letting you go through this.
31. Thank you for being our customer!
32. Thank you for bringing this to our attention. We appreciate that.
33. Thank you.
34. Thanks for bringing this to our attention!
35. That would upset me, too.
36. The issue will be fixed completely in two business days.
37. We appreciate your feedback.
38. We will surely help you on that.
39. What else can I help you with?
40. You mean a lot to us.
41. Your business means a lot to us.
42. Your issue is now passed down to the right team.

See: 50+ Sentences: Most Types of Welcome in English

Customer service phrases to avoid

Here are the best customer service no-phrases to calm angry customers:

1. Calm down.
2. Don’t be in a hurry. We have other customers as well.
3. I am not the right person to help you on that.
4. I can’t help you on that.
5. I can’t help you.
6. I have never had this issue before.
7. I’m having a bad day.
8. I’m not sure.
9. Let me call you back.
10. Let me check.
11. Our apologies for any inconvenience this may cause.
12. Our team is busy with other important work. Please come later.
13. Thank you for the feedback.
14. This problem will take time to resolve.
15. Unfortunately, I can’t do that for you.
16. Visit our Help Center instead.
17. We’ve never had this issue before.
18. You’re mistaken.
19. You’re not the only one facing this problem.
20. Your call is important to us.

 

Acknowledging and reassuring customers phrases

No one likes to be told no. Here are some examples of empathy statements that can be used to acknowledge or validate consumer pain points:

1. As much as I would love to help…
2. Can I help you with anything else today?
3. Can you send a fax?
4. Definitely, I will make certain that this gets resolved quickly for you.
5. Happy to help.
6. I am sorry you are going through this.
7. I apologize for the inconvenience you've endured.
8. I apologize for the inconvenience.
9. I can understand how that would be difficult.
10. I certainly can check that for you.
11. I understand why this makes you feel as you do.
12. I will update you by [time].
13. I would feel the same if this happened to me. We will sort this out.
14. I’m sorry to hear you are having these problems. We will get this resolved as quickly as possible.
15. I’m sorry you feel that way.
16. I’m sorry. I didn’t recognize that request.
17. I'm going to take of this concern by…
18. Oh! That sounds really challenging.
19. Realise that this situation is difficult, but rest-assured we will find a solution for you.
20. Thank you for bringing this to our attention.
21. Thank you so much for notifying us about the issue.
22. Thank you. We can certainly help you with this.
23. Thanks for alerting us to this, we really appreciate your feedback. Now lets look at how we can fix things.
24. We will get your issue resolved positively.
25. You are totally right.

 

See: 50+ Useful Phrases and Sentences to Use at Hotel in English

 

Building customer rapport phrases

Here are phrases to building a rapport with customers:

1. I will get in touch with you we have the latest update
2. Thank you! We appreciate your honest feedback.
3. We value customers who provide their feedback. I assure you to share it with the respective team.
4. Do you prefer to be called [FIRST NAME] or [Mr X / Ms X]?
5. I have encountered a similar issue, so I understand quite better . Let me check the best way I can help you with.
6. Please let us know if you have additional questions.
7. This will be fixed for you by [ACCURATE DEADLINE] sir / madam.
8. We appreciate the feedback you gave. Thank you for your precious time.
9. We are grateful for sharing your opinions with us. It will surely benefit our company.
10. We assure you to fix your issue. You enjoy your holidays. I will contact you shortly
11. We will investigate this issue immediately [Mr X / Mrs X. ] and get straight back to you.
12. What I will do for you now is [DESCRIBE NEXT ACTIONS].
13. What’s the weather like where you are today?

Dealing with angry customers phrases

Here are some phrases that demonstrate how best to handle these situations:

1. I am sorry to hear that you feel this way [Mr X / Ms X].
2. I can imagine what you must be going through.
3. I completely understand how you feel [Mr X / Ms X].
4. I fully appreciate the inconvenience this has caused you [Mr X / Ms X].
5. I wish I could make it better.
6. I’d like to call you back to give you an update, when would be the best time to reach you?
7. It makes me really sad to hear this happened.
8. Thank you for your understand [Mr X / Ms X], we are doing everything we can for resolve your problem quickly.
9. Your feedback is enormously valuable to us so we greatly appreciate you taking the time to call [Mr X / Ms X].

Concluding the service call phrases

Here is an example of good communication phrases to use while closing with the customer and remaining empathetic:

1. I’m very pleased that we’ve been able to help you today [Mr X / Ms X / FIRST NAME], please call again if you need help.
   
2. Is there anything else that I can help you with Sir/Madam?
3. It’s great that we have answered your questions today. Thanks for calling [COMPANY NAME]. Have a wonderful day.
4. Thank you for calling [Mr X / Ms X / FIRST NAME], your feedback is extremely valuable to us. Please don’t hesitate to call us again if you have any questions.
5. Your satisfaction is our prime goal. Have we discussed everything that you wanted?

See: Most Common English Phrases in the World

 

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References

helpscout -  customerthermometer - revechat - nextiva