29 Helpful Customer Service Phrases
Working in customer service can be a complex experience, especially if you're working with customers with a wide variety of needs and problems. Good customer service often means knowing what to say and the best way to say it. Experienced customer service professionals often are familiar with phrases or wording useful in many different situations. In this article, we explain what customer service phrases are and offer a list of responses, including ways to acknowledge customers' concerns and leave them with a more positive experience.
What are customer service phrases?
Customer service phrases are words customer service professionals use regularly when interacting with customers. These interactions might be over the phone, online or in person. Some phrases are more applicable to specific circumstances, while others are useful no matter what the setting is. Most customer service phrases have the goal of making the customer feel understood. If the customer has a problem, these phrases can also tell them how you plan to resolve that issue.
Related: Guide To Customer Service
29 customer service phrases
Here are a variety of customer service phrases that may be useful if you work in customer service:
1. Thank you for calling [company], this is [name]. How can I help you?
This is an excellent opening phrase if you're providing customer service over the phone. It lets the customer know they've reached the right place, who you are and that you're ready to help.
2. How may I assist you today?
This is a useful phrase for the start of any customer interaction, whether it's in person, online or on the phone. You can use help instead of assist if you'd like to sound a little more casual, but either way, you're telling the customer you want to hear what their needs are.
Related: 20 Customer Service Tips
3. How do you prefer to be addressed?
This question is most useful early in your conversation with a customer and it helps you establish how a customer wants to be referred to. This can apply to if they want you to refer to them by a personal title and last name or if using their first name is okay. It can also help identify a preferred nickname or if a customer has pronouns they want to specify.
Using the word definitely or any other positive and affirming word can be useful throughout your conversation with a customer. It shows them you're listening, that you acknowledge what they've said and that you have a positive attitude.
5. I'm happy to help.
This phrase is also useful throughout a customer interaction, as it lets them know you don't consider helping them a burden or inconvenience. If you tell a customer this and you mean it, they'll feel like you really do want to help them.
6. From what I understand, the problem you're experiencing is [paraphrase problem].
Paraphrasing a customer's problem to the customer is helpful for a few reasons. First, it shows them you were listening when they explained their problem. Second, it allows them to correct you if you've misunderstood the problem.
7. If you can [customer action], then I can [customer service action].
Sometimes, when you're providing customer service, you need the customer to do something in order to be able to help them. For instance, if you're helping a customer with a technical issue, you might need to ask them to unplug something or connect a cord. By explaining why it's important for them to do that action so that you can do something, you show you're eager to help.
8. What I will do is [action].
This can be said to a customer when you know you understand the problem and have an idea of how to resolve it. It tells the customer that you are ready to help and provides them with the specifics of how their problem will be resolved.
9. Here's one way to resolve this issue.
Sometimes, there are multiple ways to fix a problem. You can say this phrase if you're presenting the customer with one of the ways to resolve it so that they understand there are other options if they don't like that solution.
10. I've read through your previous communications with our team.
This phrase is especially helpful for online or over-the-phone interactions, as many customer service teams in those settings have records of previous interactions with a customer. It tells the customer you have reviewed their situation so that they don't feel like they have to explain everything again.
11. I don't know, but I will find out.
It may seem unusual to admit you don't know something to a customer, but it can actually increase the respect a customer has for you if you admit when you aren't sure but that you're willing to research for them. This is better than pretending you know the answer when you don't.
12. I'll investigate what's going on and get back to you by [date or time].
Sometimes you aren't able to give a customer an immediate answer, so you want to let them know how you plan to get them that answer and when to expect it. This phrase tells a customer what your plan is and that you are committing to reaching them to explain what you discovered by a specific time.
13. This will be fixed by [date or time].
This phrase is useful if you know when a problem will be fixed, such as if a technician has been scheduled to fix something or a replacement item is being sent. It provides more certainty to a customer regarding a resolution to their problem than just telling them it will be fixed with no scheduling information.
14. I'm going to transfer you to [specialist or manager].
Sometimes, you need to transfer a customer's call to someone else in order to get their problem fixed. This phrase tells them what to expect so that they aren't surprised when you transfer them. If you're providing email customer service, you could say "I'll forward your email to [specialist or manager]." If you're assisting a customer in person, you can just offer to go get your manager.
15. Is it OK if I place you on a brief hold?
Similar to telling a customer you'll be transferring them, letting them know you'll be putting them on hold makes them aware of what your plans are. Additionally, asking if it's okay allows the customer to tell you if they can't wait or if there's a reason why waiting on hold isn't okay with them.
16. I understand this situation is difficult.
This phrase can be helpful with upset customers who want an issue resolved, as it shows them you have empathy for their situation. By saying this, you acknowledge that it's a difficult situation, which can sometimes help an angry customer calm down at least a little.
17. I apologize for the inconvenience.
This phrase is one of the most important in customer service, as it takes responsibility for the problem the customer is having. You aren't telling them that you're at fault but instead are just offering an apology on behalf of your employer.
18. That's not possible right now, but what I can do is [alternative solution].
Sometimes, customers want a resolution to their problem that you aren't able to offer. It might be that your company isn't able to do what the customer wants or that there are other reasons why it's not possible. By being honest that you can't do that but immediately offering a different solution, you show the customer you do want to resolve their problem.
19. I understand why you would want that.
This phrase is useful to acknowledge that something a customer has indicated they want is understandable to want. It lets the customer feel understood and establishes some rapport with them.
20. I'm sorry to hear you feel that way.
This is a commonly used customer service phrase, so it's important to not use it too frequently. But it can be a helpful response to an angry or frustrated customer to try to move the interaction towards a resolution while acknowledging their feelings.
21. We will find a solution.
This statement should only be used if you know that a solution to the customer's problem is possible. For instance, if the customer wants a service your company provides for an extremely low amount of money, you may not be able to accommodate that. However, if the customer is upset because a product they bought from your employer isn't working correctly, it's likely your company would be eager to find a solution, even if it takes extra work.
22. I'll make sure this gets resolved quickly for you.
This phrase takes ownership over the customer's concerns, as you're telling them that you will follow their problem until it's fixed. This is a helpful phrase if you have to work on the problem and then get back to the customer later.
23. We can definitely help you with that.
This is a positive phrase you can use at any point in a customer service interaction if it makes sense to use it. This can be used when a customer wants to make a new purchase or needs a problem resolved. It tells the customer they will definitely receive help.
24. Thank you for understanding.
This statement is especially useful if the customer has been dealing with a problem and has shown patience. It tells them you appreciate that they have been understanding of you and your company as you work to resolve their problem.
25. Thank you for letting us know about this issue.
This phrase is useful when a customer has told you about a problem that could potentially be affecting other customers as well. It can help a customer feel like their feedback is helpful not just in resolving their own issue but perhaps for others.
26. I appreciate your feedback.
Telling a customer that you appreciate their feedback, whether it's positive or negative, shows them that you have heard what they have to say and implies that you'll use that feedback. This can be useful if a customer wants to feel like their feedback could change how things are done at your company.
27. Is there anything else I can help you with?
This question is important to ask towards the end of a customer interaction. It allows the customer to bring up anything else they might need help with. It also tells the customer that you aren't trying to rush to the end of the interaction, as you are open to hearing about anything else they need.
28. Please call again if you need anything else.
This is also useful at the end of a call and can be modified for in-person and online interactions in a few different ways. It shows the customer that your company is eager to help them and that they can contact you again if they need to.
29. Thank you for calling [or coming in].
This is an excellent phrase for ending a customer interaction, as it shows your appreciation for them contacting you. It's a simple phrase but ends an interaction positively.
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