Customer Service Phrases

What are repeatable phrases?

Using repeatable phrases is an invaluable way of maintaining a uniform approach to the field of customer service. In essence, delivering exceptional customer service hinges on knowing precisely what power words for customer service satisfaction.

Still, effective communication poses a challenge for most people, especially when striving to make routine interactions stand out. After all, the majority of support exchanges follow a familiar pattern: “I have an issue” and “Allow me to fix that issue for you.”

Applying appropriate customer service power phrases, even in the most routine support transactions, has the potential to elevate a satisfactory customer encounter to an outstanding one. Conversely, using inappropriate phrases can render an otherwise excellent support encounter seem distant and impersonal. This writing is informed by representing thousands of business owners as an employer lawyer; additionally, the best data comes from my first-hand conversations with business owners and their leadership team.

What are some good customer service phrases?

In the world of customer support, boosting your capacity to present information in a succinct and amiable manner will leave your customers happy and your supervisor thrilled. Nothing surpasses the impact of consistently pleasant conversation by using power words.

Employ these twelve customer service expressions to enhance virtually every one of your support engagements.

1. “Happy to help!”

Not all dissatisfied customers will openly express their discontent – in fact, very few will. Therefore, ensuring the customer departs contented is crucial. Concluding your emails without a salutation can be problematic, as it does not extend an invitation for the customer to bring to light any further concerns – concerns you genuinely want to address.

For someone who tends to be forthright, it can initially be challenging to grasp why certain individuals might quietly step away without raising additional issues. Perhaps they do not wish to impose, or perhaps they believe the customer is not interested. Regardless of the reason, it is essential to convey your willingness to listen by using power words for customer service.

For this reason, all your messages should end with, “Please feel free to say if there’s anything else I can assist you with. I am here to help.” This serves as a way of expressing that you would be more than happy to address any lingering worries that might have arisen or answer any queries they might feel hesitant to ask. In customer support, no question is too trivial.

2. “I understand how [blank] that must be.”

The choice of word you insert in the blank when you say will significantly influence the vibe of your message, especially when dealing with a visibly upset customer.

Let’s take a look at an anecdote: Marcy once placed an order for a wedding gift for a friend through a hobby website. Typically, she would not too concerned about prompt shipping; after all she is generally forgiving and patient, the ideal customer.

Alas, this particular order was a complete disaster. Marcy was billed and received two orders rather than one, they were delivered to her house despite specifying her friend’s address, and to top it off, the order arrived late. When she reached out via email, the support representative’s response was, “I understand how upsetting that must be.”

Marcy was far beyond annoyed. She was genuinely upset, and the customer support should have recognized the need to sympathize with how distressing that situation was for her. Angry customers are guided by emotion, not rationality, just as Marcy was in that moment. She felt like she had let her friend down, and it left her exasperated in a scenario she would typically have shrugged off.

Deploy power words for customer service frequently and considerately but be attuned to the customer’s emotional state and connect with how they are feeling. Exceptional support is characterized by authentic empathy.

3. “As much as I’d love to help…”

 Sometimes, you can only really say “no.” Certain requests simply cannot be possible. You can do some handholding, but in the end, stringing the customer along is damaging.

Of course, picture answering an enthusiastic question with a hard, short “no.” That’s a bit harsh. You can be firm in your answer but still kind by informing the customer that while you’d love to help, it just cannot be done.

Let’s think about how using positive language can help when a customer makes an impossible request. Tell the customer that you wish you could help them, but it simply is not possible at this point in time. Follow this statement by offering a few resources that may help them.

It is never a good feeling to say that something cannot be done, but you have to be willing to say “no” and sometimes reject a request for service. Still, you can do so nicely.

4. “Great question! I’ll find that out for you!”

It is not easy to admit you do not know the answer to a customer’s question. This is especially the case if you are new to the job. One mistake you do not want to make is focusing the situation on yourself: “Sorry, I just started this job!” or “Sorry, that’s the first time I’ve been asked that!”

Rather, you should keep the focus on what can be done to find the answer: “Good question! Let me take a look at our documentation so that I can fix that for you.”

Be sure not to say, “If I remember correctly” or some other variation of “perhaps,” “maybe,” or “I’m pretty sure.” You should not guess for the customer. Instead, merely state that you are going to find the answer they need, then do that.

The only kind of customer who will be irritated with the delay are the ones who were going to be unhappy with your service regardless.

You have done well when you are able to place attention on what actions will be taken versus what has happened.

5. “Nice to meet you!”

 It is unfortunately very common for customers to contact a company only to get an unfeeling response from a random person using an email address like, “support@whatever.com.”

Let’s study a sample conversation with a bot like the above:

“Hey! This is Candace. I found your company through your Instagram account. Great stuff! But I have a couple questions about X product before I make a purchase. What sizes do you have in…”

It is all too common for companies to deliver a bland response: “Candace, we offer the following sizes in…” Sure, Candace wants her answer, but it is clear from the language she uses that she would welcome some human pleasantries. For instance:

“Hey, Candace! It’s lovely to meet you. I’m glad to hear you like my blog! Of course, I’m happy to answer any queries you have about our [product]. Our [specific product] comes in the following sizes…”

A pleasant tone of voice accomplishes a lot in fostering customer engagement. It is always a good idea to use power words for customer service to show that there are friendly, competent, and passionate individuals sitting on the other side of the computer screen.

6. “May I ask why that is?”

 The Internet is full of complainers and critics. You should find a way to dive further into their criticism without lowering yourself to the hostile language they typically use.

Think about if someone posted this on Reddit about your company: “The people at Company X are incompetent morons. A raw potato would be more capable.”

Though this comment is certainly malicious, you should objectively think about what brought this poster to their conclusion. You do not want to walk away from this interaction as the villain, so approach the situation with care.

This is a good time to employ these power words for customer service, “May I ask why that is?” Of course, even this reasonable reply will not pacify the hostile commenter. However, it puts you in a good light. Who could blame you for asking for feedback?

7. “Thanks for bringing this to our attention!”

 Companies should celebrate the people who provide a detailed report of an issue they encounter with a product or service. They essentially function as quality control. The majority of customers do not speak up when there is a problem, so be sure to value those who do.

Still, companies can sometimes seem unappreciative when a customer identifies and flags an issue. These customers should be offered, at the very least, a grateful reply like, “Thanks a lot for the heads up!” or “We appreciate you bringing this issue to our attention!”

These individuals took time out of their day to help you, and a little recognition goes a long way. Show these people you care.

8. “I completely understand why you’d want that.”

 The majority of customers can come up with at least one feature that would improve a product. But you unfortunately cannot agree to every suggestion without making your product a bloated mess.

The reality is that you have to say “no.” Still, you can sympathize with your customers and acknowledge their idea as a good one. They may have odd requests that you cannot relate to, but you can at least see where they are coming from.

You should avoid saying, “No, we are not going to do that.” While this may be the case, and it is a valid position, it comes across as cold. Try to see the customer’s perspective, and you will be able to have a more caring response.

A little empathy goes a long way, and it makes the ‘no’ hurt less. It also demonstrates to customers that you understand their point of view by using these power words for customer service. And who knows? Perhaps in the future you may add a feature that solves their problem.

9. “I’d love to understand more about…”

When answering a customer, you have three responsibilities to juggle: replying quickly, answering their question, and finding out the root problem if it exists. The customer is only interested in the first two of these. Still, you must identify the root causes for the feedback to be useful.

For this reason, it is good to ask to understand more about the situation. You are letting the customer know that you are listening. They feel free to share their frustrations, which in the end will help your product become better.

It is important not to imply that the feedback is a hassle. You should not ask the customer, “Now, why would you want that?” This phrasing feels uninviting and abrasive.

10. “I’ve passed this on to our team.”
    

Sometimes, it can feel pointless to share feedback with a company, as if you are talking to a wall. Therefore, it is important to assure the customer that their comment has been recorded and passed onto the relevant people at the company. This helps the customer feel appreciated and heard.

That said, you should never tell a customer that you are passing on their feedback if this is not the case. If you know that a change will never happen, be honest with the customer and give them the best alternatives.

11. “I’ve read through the conversation so far.”

 It often happens that support conversations require handling by multiple customer service team members due to a change in shift or a question that demands certain expertise.

These changes can be unnerving for the customer. They are worried they will have to repeat the whole conversation with a second or third person. This process can be improved for them by clearly confirming that you are aware of the situation and can move the process forward.

It is important to ensure the customer does not have to repeatedly go over their situation. Be sure to have internal notes and a handover process to make transitions seamless.

12. “Thank you for being our customer!”
    

Customer support workers are in the perfect position to thank customers for patronizing the business. When a question has been answered or a problem has been fixed, take a second to appreciate the customer for choosing your business.

If you use customer service software that permits you to review a customer’s purchase history, you might personalize the thank you by referencing how long they have patronized your business.

Though a simple thank you may seem like a small gesture, it is a genuine, positive method of building a stronger connection with the people who are supporting your company.

Be sure to never thank the customer if they are not yet happy with the conversation. You should first focus on getting a resolution. A too-early thank you seems insincere to an irritated customer.

What customer service phrases should be avoided?

Generally speaking, customer service phrases you want to not use may be grouped into one of the following categories:

• Cliché: You may feel you want to say an oft-repeated phrase because you are so familiar with it, but it can come across as trite.
• Tone-deaf: These phrases make it seem like you do not comprehend the problem and are not very concerned with helping fix it.
• Not genuine: Customers want to feel important to the company they are doing business with.

Though you may have the right intentions when you use one of these eight phrases, you should avoid them to ensure you do not come off poorly to customers.

1. “Your call is important to us.”

 As with other relationships, actions mean more than words. Though you may say your customer’s business is important to you, if nothing is being done to retain that business, the customer knows you do not mean it.

A lot of people assume that businesses only care about them because they can squeeze money from them. Customer service phrases like “the importance of your call” are mere platitudes that are only there to sound polite. If your company is committed to making customer support better, it is important to show how much you care, not just say it.

2. “Our apologies for any inconvenience this may cause.”
   

At some point during the development of the customer service industry, it became normal to say sorry for any small inconvenience, even the mere possibility of one. This phrase became so common and overused, especially by companies that did not seem to mean it. It this became a hated expression. This customer service words fails to recognize that there is an actual issue affecting the customer and causing them grief. Of course the problem is not convenient! It is better for the company to take ownership.

The phrase may have derived from a real wish to minimize the issue and apologize all at once. Rather than using this disingenuous, overused phrase, be direct and specific. Indicate precisely what you are saying sorry for and what you are doing to fix the problem.

3. “Thank you for the feedback.”
   

You may have read that it is good practice to thank customers for their feedback. However, “thank you for your feedback” is an empty platitude. It has no human feel and is pervasive in the customer service industry. In fact, it is often said without any further action being taken. You can see how this customer service words might irk customers.

An alternative is to replace substitute customer insight for customer feedback to put a more authentic, positive spin to your interactions. Even this small tweak changes the intent and tone of your message.

4. “Unfortunately, I can’t do that do you.”

Not long ago, Apple’s training manual was leaked, revealing the company’s prohibited customer service phrases. In the manual, Apple supplies alternatives to common expressions that may irritate customers or create a legal problem.

• “As it turns out” instead of “unfortunately”
• “Condition” instead of “bug”
• “A bit warm” instead of “running hot”

Apple employees are supposed to take a negative and spin it as a positive. For instance, instead of saying that a product is out of stock, they would say these professional words for customer service, “As it turns out, we can order that product for you!”

Rather than focusing on what you cannot do for a customer, you should focus on what can be done.

No one likes to hear the word ‘no’. In fact, according to Nicereply, experiencing rejection results in a thirty percent decrease in reasoning skills and boosts aggression. Saying ‘no’ can make frustrated customers harder to deal with.

5. “Can you send a fax?”

No one wants to make a big deal of doing something small. When customer service agents ask for a customer to download and print a document, then sign it, then scan it or even fax it, the customer’s irritation is justified.

Being shifted through a company’s bureaucratic process is intensely frustrating. Whether this is a company telling a Twitter user to call a 1-800 number or a physical store saying you need to call to cancel, it is a commonplace error.

According to Microsoft, the majority of customers use more than three separate communication methods to get help. Rather than sending customers through different channels, you should make every effort to solve a customer’s problem via the method they used to contact you.

6. “I’m sorry you feel that way.”

People are adept at picking up social cues. If someone says sorry and does not mean it, the other person senses that insincerity. Since an apology is supposed to fix a relationship, an insincere apology can do more damage than no apology at all.

The phrase “I’m sorry you feel that way” is a disaster of a pseudo-apology. It fails to take ownership and does not admit fault.

Coming up with a real apology that will heal a relationship with a customer takes time. However, the effort is worth it. Acknowledging fault is powerful because it tells the customer, “You’re right. I see your perspective and understand it.”

If you go beyond the standard non-apology, you can win back a customer who might have otherwise gone elsewhere.

7. “Can I help you with anything else today?”

While this may come across as a very helpful customer service words, it can be used at the wrong time. It should not be used with a customer who feels like they did not get any help at all. This is similar to when customer service reps send smiley emojis or GIFs when the customer is clearly irritated. It is important to know how to read the room and react to a customer’s mood appropriately to create a satisfying customer service interaction.

8. “I’m sorry. I didn’t recognize that request.”

Chatbots are becoming ubiquitous in customer service, and it is important to know how well they are communicating. Even robots can use a frustrating phrase in an interaction with customers.

Regardless of whether it is a chatbot helper or a voice-operated call center menu, customers despise being told their question is not valid. In fact, some customers are sharing with others how to get around unhelpful chatbots.  For instance, shouting “Representative!” into the receiver.

If your company is using chatbots for customer service, you should make sure they are capable of human interaction and that their automated responses have been reviewed carefully.

Communicate better

As you think about what positive words for customer service to start using and which to avoid, keep in mind that the most vital thing you can do when interacting with customers is to be genuine.

The bottom line is that there are no magic words that will improve your customer’s experience. That said, knowing which customer service phrases help versus harm is an important part of responding to customers with authenticity.