In customer service situations, both regularity and reliability are essential. Using the correct customer service phrases is one of the best and easiest ways to ensure that customer interactions are positive and personal. As business attorneys, we ask our successful business clients for excellent customer service phrases. This article assembled thirteen customer service words for excellent customer service phrases.
Douglas Wade, Attorney
Powerful Customer Service Words
Outstanding customer service goes beyond expectations, but good customer service is all about consistent, reliable help and performance. When employees are aware of the correct customer service words to say—and the right way to say it—in all different situations, then the chances are your company’s customers are happy. However, day-to-day communication can be difficult for us humans, not simply in the business world but across our entire society. As business owners, we want our customers’ experiences to be memorable and to provide them the incentive to return as our patrons and users of our products. So, the goal is to go beyond the expected customer service exchanges and elevate that dialogue with the use of power phrases.
After all, when our customers ask for support, they expect high-quality service, and we want to go beyond what they expect. Using the correct customer service words can elevate an “acceptable” or “routine” customer experience into one that is not only memorable but exceptional. While using the wrong customer service words can be detrimental to sales and the prospect of repeat customers, a lot of power and influence can be found in the right words. While some business owners look at customer service words as unimportant, skilled entrepreneurs know that the way in which employees and even managers and supervisors interact with their consumers is paramount to success.
So, here we offer up some of our favorite words and phrases to use in customer support. When delivered correctly, these expressions will instill confidence in your customers. They are marked by strength, friendliness, and precision and are guaranteed to enhance the interactions you and your staff enjoy with the customers who make your business thrive.
1) Excellent Question: Let Me Find That Right Out For You!
We have all been asked questions that, for whatever reason, we do not know the answer to. This happens to new employees all the time, but more seasoned employees and even supervisors are not exempt because sometimes a business makes sudden changes that fly under the radar, or employees are so busy that they are not able to account for a company’s changing policies. We are not excusing this but using the scenario to show the problem with saying something such as, “I do not know, because I am a new employee,” or “I’ve never heard that question before and have no idea.”
The problem with these responses—that many of us have unfortunately heard a lot—is that they feature the worker turning the customer’s scenario into the worker’s scenario. While it is challenging to be asked a question you do not know the answer to, it happens to everyone. Instead of growing nervous or even reproachful, employees should counter with something like, “What a good question! Let me check with my supervisor and get right back to you!” While this is not verbatim, and the delivery and language will change with the territory, this is a much more acceptable sentiment.
While some employees are nervous about delaying their customers in any way, most of them will not mind if you run to check on the answer. But, of course, some will—but some customers are never happy, correct?
The key here is the keep the focus on the future, not the past. So, instead of saying “I think so if I remember correctly,” or “maybe,” or even “I mean, I’m pretty sure,” try to avoid any guesswork. Instead, do your due diligence, search out the precise answer, and serve that up to the customer with the smile that comes with a power phrase.
2) We Are / I Am Happy to Help!
The oft-studied dynamic between customers and workers is fascinating because sometimes we learn a lot from what is left unsaid. When in dialogue with an employee, some customers will not reveal that their experience has not been satisfying, at least not in person. We can theorize as to why many customers leave without admitting that their expertise or service was not up to snuff, but the key here is that they probably will not come back.
So, instead of doing things such as finishing a message or email on a closing note that does not invite further feedback, the goal is for workers to ask and enable customers to give them every scrap of criticism and advice that they can. Letting customers know that solving their problems actually makes you happy is the first step. Finishing messages with power phrases that invite more feedback can feel as though you are opening yourself and the business to more criticism, however warranted or unwarranted, but it is also essential. If an employee finishes an email with a phrase like “please let me know what else I can do to help,” or something to that effect, it not only invites the customer in, it offers to them that the employee is happy to tailor the following experience to their liking.
Likewise, when an employee says, “Oh, I am happy to help,” it is just like saying, “It is my pleasure to assist you.” Both of these potent phrases put the ball in the customer’s court and create outstanding support to keep people coming back.
3) I Understand How (difficult/challenging/trying/impossible, etc.) That Situation Is.
Whatever the industry, from restaurant work to insurance sales, employees must understand the power of empathy. Empathizing with a customer instantly places the employees on their level, and much can be gained from doing so. Part of the key to expressions like this is the tone that comes through the language—and the word used to fill in the above blank. However, when a customer is upset about a hidden charge in their policy or an oyster that simply didn’t appear fresh, the best thing employees can do is place themselves in their shoes.
This powerful phrase includes a fill-in-the-blank, so there is freedom in creating it to fit the situation. Do a few practice rounds where you consider the power that diction has. For example, how does “I understand how annoying that is, let me see what I can do” compare to “I completely understand how unacceptable and downright horrifying that is, I pledge to make it right?” Different variations of this potent phrase can be used to fit unique situations, so this one comes with not only subjectivity but responsibility. Go ahead. We trust you!
4) We Will Certainly Help You With That Immediately
Some aspects of this are relatively simple. Excellent customer service makes customers feel not only good but less like customers. How so? We want customers to feel as though they are a part of something and that the employee has their best interests at heart. The use of language that is not only respectful but energetic and positive can go a long way. While denotation is the literal definition of the words used, the connotation is the emotional weight of the words. When you say “immediately,” you imply prompt service. And why not try adding a “No worries” after immediately, if the situation is casual enough, of course. That add-on can create a light, upbeat atmosphere in which the customer cannot help but feel as though they are being treated correctly.
As we zero in on specific words, consider the fact that in this powerful phrase, “certainly” really works to communicate confidence and a willingness to help. The result will not change too much if you change “certainly” with “surely,” a synonym. But if you change “certainly” with “possibly,” what happens? Paying attention to the language you use with customers is crucial for customer service.
Other words with impact are “must,” “will,” “definitely,” and “absolutely,” and there are more in the English language. These words and phrases show the customer how you intend to deal with the problem or problems at hand, and keep the customer feeling positive, even if they are in the midst of encountering a problem. These words also imply that the business is readily taking a proactive approach to the issue at hand, therefore instilling trust in the consumer.
5) It Is a Pleasure to Meet You!
These days, we are often surprised when we contact a new business and do not end up speaking with either a recording, a bot, or their voicemail. These are busy times that are dictated by the technological world, but automated responses do little to enhance customer service and, in fact, can be detrimental to our customers’ attitudes. Since we are all familiar with the frustration that comes with these interactions, it should not be difficult to explain to employees that real-life encounters and exchanges matter dearly.
This includes simply being a friendly, approachable person. For example, when a customer asks a question and the worker flatly provides the answer, they have undoubtedly missed an opportunity to create a memorable experience. However, a simple yet powerful phrase such as “fantastic to meet you” can really make the customer feel appreciated. They will also enjoy speaking with an actual human being instead of chatting with a computer (think Geico, Amazon, Apple, etc.) that offers a few solutions and then puts you on hold.
For example, if Matt from Boston asks a question, and the employee responds with the answer and a “Hello and nice to meet you, Matt – how’s the weather on the East Coast?” then Matt feels better than he did before.
Friendliness and approachability go a long way in forming sincere engagement with customers. When employees showcase their own personalities, interests, and passions, it is proven that consumers respond to this and buy more products or come back for another visit. Lastly, the exclamation at the end of this mighty and influential phrase is not an accident. Exclamations on paper translate to enthusiasm in real life, and customers love dealing with an enthusiastic employee who will go to great lengths for them instead of someone who is simply “phoning it in.” So the next time someone says, “Nice to meet you,” remember to check on how you feel!
6) Thank You for Being a Customer! (Also: Thank You For Coming In Today!)
Across all industries and sectors of the business world, we constantly refer to our customers, clients, and consumers are the lifeblood of the heart of our business. While all of this discussion is based on fact, because our companies would not exist without the customers who support them, have you ever thought about thanking your customers? We are not referring to cutting them a deal or having a holiday sale—we are referring to simply thanking them for being loyal patrons. Sometimes, the most simple ideas are the most valuable and progressive.
Indeed, employees who deal with customers daily are in a great position: they are able to offer thanks to customers, sometimes even in person. One of the best opportunities to do this is after a worker has helped an employee with an issue or problem. While the customer may feel they have troubled the worker or taken up too much of their time, this provides a great chance to surprise them with a bit of customer appreciation.
Some software comes with the capability to view a client’s history with your company and thank them in a personal way. For example: when you order a product from a small company through their website, or even Amazon or Etsy, and they include a hand-written card expressing their thanks—is it memorable? Research tells us that those cards, or little inexpensive touches such as candy or stickers, enhance the customer ordering experience. Of course, this can translate to in-person actions as well.
Saying thank you and expressing gratitude has become rare in our fast-paced world, but the power that is inherent in a simple “thank you” cannot be overlooked. One disclaimer: do not thank a client if they are not happy with the service provided. Figure out how to satisfy them first. An early “thank you and will there be anything else?” might work against your business if the customer is unsatisfied.
7) As Much As I Would Love to Help With That, Let’s Find Another Solution
Unfortunately, as much as we would like to make the rain stop falling for our customers or turn back time—not everything is possible. A counterpoint to all the excellent customer service behavior we have been talking about is this: it can sometimes be counterproductive to lead our clients into thinking we can solve all of their problems. Therefore, we employees need to be able to say “that is not possible” in the most excellent manner possible and shift the person’s attention to what is actually a solvable problem.
The key here is to provide firm but kind support and let the individual know that while you, and your company, will undoubtedly go above and beyond to assist customers, some things are simply off-limits. Then, point them towards something that is indeed possible, and that will prove to be a suitable replacement for their request.
8) Thank You For Bringing This To My/Attention!
Although it can be troubling to find out that some aspect of the business is not working correctly, the individuals who take the time to calmly report a problem are actually helping your business. Many clients do not feel comfortable speaking up or simply choose not to, so those confident and caring enough to voice their concerns should be appreciated. After all, they are actively trying to help improve your company or the company you work for. Yes, some customers may point out tiny fixes because they are nitpicking, but we do not need to spend time on them.
One of the important aspects of this interaction is the employee’s response. We know it can be difficult when customers voice their complaints, even when they mean well. Perhaps you have had a long day and are at the very end of your shift. However, it is essential to greet these suggestions with appreciation, and that is where this power phrase comes from. When you say “thank you for bringing that up,” it lets customers know that one, you are OK with criticism, and two, you are always looking to improve. You can even go one further and tell the customer that you will bring it to the attention of your supervisor, boss, manager, or even CEO promptly. If the customer returns the next time, and the problem is solved, then they will give you a strong new vote of confidence.
9) Can I Ask Why That Is?
When a complaint is expressed on social media or even expressed verbally face-to-face, it can be difficult not to react defensively. After all, someone is criticizing a company that you are a part of and that you may have even helped to build. Also, in this age of Tweets and Posts, some complaints are anonymous and downright offensive.
However, a measured approach to a malicious comment is genuinely much more effective. Instead of responding poorly and fighting fire with fire, take a deep breath and try to understand why the individual has responded this way. They may be so taken aback by your calm request that they will abandon all pretense and confess exactly what went wrong. Then, the employee can turn the negative situation into a positive by figuring out how to fix the issue.
10) I Totally Understand Why That Is Important To You, But…
We are all unique individuals, and that is why a majority of our customers are able to pinpoint one specific aspect of your products or services that is “missing.” While including customer feedback and advice in all of your considerations is useful, entrepreneurs cannot change their visions to suit every client or consumer. Sometimes, a good idea simply will not work, doesn’t make sense, or does not suit the business. Sometimes, an idea is costly or far-fetched.
However, saying “no” can become less problematic if an employee uses empathy and explains that not all demands can be met; but all demands are at least listened to and considered. So, next time your reaction is to simply say, “We can’t do that, Sir,” or “No, we’re not going to change that, Ma’am, it’s our best seller,” take a second, and then listen to what the person has to say. Revolutionary and interesting ideas arrive when we least expect them, and you never know the idea that client X brings up, while not doable now, might inspire your next business venture, even if it is ten years in the future.
11) Thank You! I Would Enjoy Hearing More About…
There are three main categories that come into play when dealing with important questions and requests from customers. One, employees need to do their best to answer the question, solve the problem, or find someone who can help. Two, an employee should answer in a quick timeframe, and three, he/she should try to find out the cause of the issue. While the client or customer might only care about numbers one and two, the third is important for the business because it will help staff identify future problems.
So, the point here is that information is important, and if you can understand the customer’s issue or problem through a more in-depth lens, you will be able to help them more quickly and effectively—and your knowledge base will grow. When customers know that you are listening, they will slow down and describe the issue, and this will give you more of a sense of what is really going on. Even if you are unsure why they are making this request, or it is something that you would never want (for example, let’s say a customer requests no ice cream on a hot fudge brownie sundae), it is essential to listen. Lastly, hearing about and understanding common customer problems also broadens employee experience levels, so they are ready to deal with similar problems in the future since they already understand them, at least on some level.
12) You Will Be Happy to Hear That I Have Passed This On to My Team!
First, an employee should never say this powerful phrase, or anything similar to it, unless it is true. Do not use it to placate customers, even if all other strategies are not working. However, when this is rooted in the truth, it can be beneficial for customers to know that their suggestion is traveling up the chain of command. We have all shared constructive feedback with a company yet felt as though no one was truly listening. However, if you can honestly report that the message is going to land in the right hands—or in the right ears or inbox—then the customer is going to feel assured, and they may even return to see if things have changed.
13) Please Let Me First Review the Conversation Thus Far
We have all been there: we are chatting/messaging online with a relatively cheerful member of the support staff of company X, but suddenly they need to shift us to a different team member or even department. Although they assure us that the next individual we talk to will be up to speed, they are not…, and we have to begin at square one, reintroducing the problem and providing all of the necessary backgrounds. We spend additional valuable time and honestly debate just ending the call or chat. After all, being hung up on would probably be the only worse scenario.
However, when a change occurs, and we do not have to repeat anything, then the customer is usually pleased. Even if the employee takes a few minutes to review the notes, that is usually not a problem at all. Using internal notes and having a practiced process for handing customers over are two customer service tips that no company should go without.
Customer Service Phrases to be Avoided
Some sayings have become overused, and others can be misconstrued. Some expressions and phrases that employees think are powerful are antiquated and powerless, and still, others have insincerity written all over them. From clichéd expressions to those that are meaningless, here are some customer service phrases to be avoided at all costs.
Now, sometimes these sayings have good intentions behind them, so if you have found yourself uttering these phrases, or heard them used at your business, do not overreact. Instead, simply explain that there are more effective and more robust customer service phrases to use.
This Call is Very Important to Us
Chances are, you have heard this said by a person or a robot during your time dealing with customer service representatives. However, this phrase is bereft of power because it is usually empty and hollow. Banal platitudes do not fix problems, but individuals and companies who care about their customers do. This phrase does not sound sincere any way you slice it, and it has also become a very familiar cliché. Instead of repeating an unoriginal expression that has lost its meaning, let your actions show that the call is important by speaking honestly and empathetically with your customers.
Unfortunately, I can’t do that for you.
Negativity is just as contagious as positivity. Being able to turn a negative situation into a positive, and having the customer leave the store or hang up the phone in a better mood, is an enormous accomplishment. While it is true that there are some things that employees and even presidents of companies simply cannot get done for their customers, why not focus on what can be done? Why not harness the power you have and talk about the options that are readily available? If a customer begins the interaction unhappily yet leaves satisfied, then that is a clear victory. Therefore, even when you are “saying no,” try to make it sound like a “yes.”
We Apologize for Any Inconveniences That This May Have Caused
At some point, company representatives began apologizing for problems. This is not necessarily a negative thing, and it is actually good to admit when we make mistakes. However, this weak phrase is both overused and despised by customers because it implies a total lack of actual empathy. It also essentially says that while a problem has been acknowledged and recorded, there is nothing to be done about it.
Simply stating the obvious is not enough for your customers, especially in an age when it seems as though new companies emerge every single day. The options for customers and clients are endless in every industry, and this statement will not make you stand out. Instead, it will make you appear insincere and uncaring.
Thanks for the Valuable Feedback. Please Come Again.
Speaking of banal platitudes, this is an expression you might encounter daily, but we would wager that you simply gloss over it. We do not even notice this expression half the time because it is ubiquitous and has been rendered meaningless. Instead of thanking customers for their patronage or feedback, try to leave them with a specific note to remember, a free bonus, an add-on, or even a prize. Or ask for specific input as opposed to the same dull old sales speak. “How did you like the new chicken sandwich? We’re not sure it is staying on the menu. Glad you liked it!” Language like this stands out in every way. There is a positive tone, the content is specific, and it feels and sounds more authentic and positive.
I’ll Just Need You to Print, Sign, Scan, Sign, and Fax This, But Only if it is a PDF…
We are being facetious here, but whenever a customer service representative asks us to interrupt our busy day based on a mistake that their company made, we have a problem. Think about it: this person ready cares enough about either their issue, your company, or both to take the time to speak with someone. Your approach should be as streamlined as possible, as opposed to providing them with a list of bureaucratic tasks that will make he/she feel as though they are back in grade school. Giving feedback should be a breeze, not the most challenging part of the day.
I Am Truly Sorry You Feel That Way
We have all been the recipients of insincere apologies, both professionally and personally. This anti-power phrase is somewhat dependent on the delivery and emotional cues of the parties involved, but many employees are unsure of what to say, so they apologize over and over again. Apologies, however, even when they are sincere, do not solve problems. Encourage your employees to focus on solutions, as opposed to saying “I’m sorry,” especially if they are not yet sure what they are apologizing for.
Sometimes, an apology is needed, however, so use empathy and language to craft one that is sincere, specific to the situation, and from the heart.
Can I Get You Anything Else Today?
Wait a minute, what is wrong with this phrase? You may be thinking that you just used this at the office the other day, and many of us probably did. However, this expression is all about timing and reading those all-important social cues. When customers take the time to approach you with their concerns, they usually have one thing on their mind, so this phrase is inappropriate. If a client is not helped in the manner they expect and then brushed off with a “will there be anything else” sort of statement, they will feel underappreciated and overlooked. This also applies to chatting and messaging. We have all had customer service reps send us surveys before our problem has been resolved or text us emojis and GIFs when we are in the midst of a busy day and feel our time has been wasted.
There may be a time for this expression, but it should be used at the correct juncture and only after reading the current mood of the customer you are dealing with.
Customer Service is All About Powerful Expressions
Obviously, all of these phrases can be changed to suit the situation, and since we are dealing with customer and employee relations, much of this is not black and white. But we hope that the core values and suggestions expressed here are helpful and that you will be able to go forward dealing with your customers with a little more empathy, understanding, and goodwill. Best of luck in all of your business pursuits.