Top Customer Service Phrases for Stellar Support

According to the Zendesk Customer Experience Trends Report 2023, 61 percent of customers will switch to a competitor after a single bad experience. To provide great customer service, incorporating positive phrasing in your conversations is essential. Here are some excellent customer service phrases to kick off a positive conversation and ensure customer satisfaction.

Excellent customer service phrases to kick off a positive conversation

When it comes to customer service, the way you start a conversation sets the tone for the entire interaction. Using positive and professional phrases can make a significant difference in creating a positive customer experience. Here are some excellent customer service phrases that will help you start each call on the right foot:

• “Nice to meet you”: This polite greeting shows respect and sets a friendly tone from the beginning.
• “How do you prefer to be addressed?”: By asking this question, you demonstrate attentiveness and willingness to cater to the customer’s preferences.
• “How may I assist you today?”: This phrase shows your eagerness to help and establishes an environment of support.
• “I’m happy to help”: Expressing your willingness to assist creates a positive impression and reassures the customer that their needs are a priority.

By using these positive customer service phrases, you show professionalism, build rapport, and convey a genuine desire to provide exceptional service. Starting the conversation on a positive note can significantly impact customer satisfaction and their perception of your brand.

What to say to customers while gathering information

Active listening skills and positive language are crucial when gathering information from customers. By using effective customer service phrases, you can create a positive and productive conversation that helps address the customer’s needs. Here are some phrases that can help:

“Great question! I will find the answer for you.”

This phrase shows that you are attentive to the customer’s query and committed to resolving their issue. It reassures the customer that you value their question and will go the extra mile to provide them with the necessary information.

“Is it okay if I place you on a brief hold?”

When you need to verify or gather information, it is considerate to ask the customer for permission before placing them on hold. This phrase demonstrates respect for the customer’s time and ensures they feel included in the support process.

“From what I understand, the issue you’re experiencing is…”

Rephrasing the customer’s issue helps validate their concerns and shows that you are actively listening. It allows you to confirm the problem at hand and ensure a shared understanding, which is essential for providing effective assistance.

Remember, effective customer service phrases during the information-gathering stage can help build trust, demonstrate professionalism, and show a genuine interest in solving the customer’s problem.

Empathetic phrases for upset customers

When dealing with upset customers, empathy is key. The way you communicate during these challenging moments can make a significant impact on the customer’s experience. By expressing understanding and compassion, you can help defuse the situation and work towards a resolution.

Here are some empathetic phrases you can use to show that you genuinely care about the customer’s feelings:

• “I understand how frustrating that must be.”
• “That would upset me, too.”
• “I’m sorry you’re going through this.”

These phrases acknowledge the customer’s frustration, validate their emotions, and create a compassionate environment for problem-solving. By using empathetic language, you demonstrate your commitment to finding a solution and restoring customer satisfaction.

Remember, listening attentively and responding with empathy can help prevent the situation from escalating further. By actively acknowledging the customer’s concerns and emotions, you are more likely to reach a favorable outcome.

“Empathy is seeing with the eyes of another, listening with the ears of another, and feeling with the heart of another.” – Alfred Adler

Examples:

Customer: “I’ve been trying to get this issue resolved for days, and I’m so frustrated!”

Customer Service Representative: “I understand how frustrating that must be. Let me see what I can do to help you.”

Customer: “This product arrived damaged, and it’s causing a lot of inconvenience for me.”

Customer Service Representative: “I’m sorry you’re going through this. I’ll make sure we resolve the issue and ensure your satisfaction.”

Customer: “Your company missed the delivery deadline, and it’s causing significant problems for my project.”

Customer Service Representative: “That would upset me, too. I apologize for the inconvenience. Let’s work together to find a solution that meets your needs.”

Customer service lines that offer solutions

When assisting customers, it’s important to go beyond acknowledging their concerns and actively work towards finding solutions. By using customer service phrases specifically designed for problem-solving, you can demonstrate your commitment to resolving issues and ensuring customer satisfaction. Here are some effective customer service phrases for problem-solving:

“While we’re unable to do that, here’s what we can do.”

“Here’s one way we can resolve this issue.”

“If you can [action], then I can [action].”

These phrases not only show a willingness to explore alternative solutions but also encourage a collaborative approach with the customer. By highlighting what can be done instead of dwelling on what can’t, you shift the focus towards finding a resolution.

To illustrate the effectiveness of these customer service phrases, let’s consider a scenario:

In this scenario, the customer service representative acknowledges the customer’s request while providing alternative options that align with company policies. By offering store credit or suggesting alternative products, the customer feels heard and understands that their issue is being addressed in a proactive manner.

Using customer service lines that offer solutions not only demonstrates problem-solving skills but also reinforces your commitment to excellent customer service. By proactively seeking resolutions, you can enhance overall customer satisfaction and loyalty.

Perfect customer service phrases to end a call

Properly ending a call is just as important as starting it on the right foot. It leaves a lasting impression and ensures a positive customer experience. Here are some customer service phrases that you can use to end a call with professionalism and gratitude:

• “Thank you for choosing our company.” This phrase expresses appreciation for the customer’s decision to choose your company and shows that their business is valued.
• “You can expect an update from us by [date/time].” Providing clear communication about the next steps reassures the customer that their issue is being addressed and gives them a timeframe for resolution.
• “Is there anything else I can assist you with today?” Asking this question shows a willingness to go the extra mile and ensures that the customer has had all their needs addressed.

Using these customer service phrases at the end of a call shows professionalism, gratitude, and a commitment to customer satisfaction. Remember, a positive end to a call can leave a lasting impression and contribute to customer loyalty.

Power words for customer service

When it comes to providing exceptional customer service, the words you use can have a significant impact on the overall experience. By incorporating power words into your conversations, you can convey confidence, build trust, and enhance customer satisfaction. Here are some powerful customer service phrases to incorporate into your interactions:

1. Definitely

Using the word “definitely” reassures customers that you are certain about the information you are providing. For example, “I can definitely assist you with that request” or “We will definitely resolve this issue for you.”

2. Absolutely

The word “absolutely” conveys a strong sense of agreement and reassurance. For instance, “Absolutely, I can help you with that” or “You can absolutely count on us to deliver exceptional service.”

3. Certainly

When you use the word “certainly,” you demonstrate your commitment to assisting the customer and meeting their needs. For example, “Certainly, I will do everything I can to resolve this matter for you” or “Certainly, we can accommodate your request.”

By incorporating these power words into your customer service conversations, you can instill confidence in your customers and create a positive impression of your company. Remember to use them authentically and tailor them to the specific situation at hand.

12 customer service phrases to avoid

While providing excellent customer service requires using positive language, it is equally important to be mindful of phrases that should be avoided. Certain phrases can be detrimental to the customer experience and may leave a negative impression. To ensure customer satisfaction, here are twelve customer service phrases to steer clear of:

1. “That’s not my job.” This phrase implies a lack of willingness to help and can be frustrating for customers seeking assistance.
2. “I don’t know.” Instead of admitting uncertainty, strive to find solutions or direct the customer to someone who can assist them.
3. “You’re wrong.” Disputing a customer’s perspective can escalate the situation. Instead, focus on empathizing and finding a resolution.
4. “Calm down.” Although well-intentioned, this phrase can invalidate a customer’s emotions. Instead, acknowledge their frustration and work towards a solution.
5. “You must have misunderstood.” Blaming the customer shifts responsibility and can damage the relationship. Instead, strive to clarify and offer assistance.
6. “I can’t do that.” Rather than focusing on limitations, explore alternative solutions within your capabilities to demonstrate a commitment to helping.
7. “It’s not our fault.” Even if the issue is beyond your control, assuming responsibility and proactively working towards a resolution is essential.
8. “There’s nothing more I can do.” This phrase suggests a lack of effort and can leave customers feeling unheard. Instead, explore additional options or escalate the matter if necessary.
9. “You’ll need to speak to a manager.” Customers often seek immediate assistance, and redirecting them to another party can be frustrating. Endeavor to resolve issues promptly.
10. “I’m too busy right now.” While it’s essential to manage time effectively, expressing busyness to a customer can convey a lack of availability and commitment to their needs.
11. “I’m just following protocol.” This phrase can make customers feel like they are being treated impersonally. Instead, explain the reasoning behind procedures and assure them of your dedication to a resolution.
12. “You should have read the terms and conditions.” Blaming the customer for not being aware of policies or terms can create a negative experience. Always strive to provide support and assistance.

By avoiding these customer service phrases, you can maintain a positive, empathetic, and effective approach to resolving customer issues. Remember, every interaction is an opportunity to provide outstanding service and leave a lasting impression.

Inspirational customer service quotes

On difficult days, when you need a little boost of motivation, turning to inspirational customer service quotes can provide the encouragement you need to keep going. These quotes remind us of the impact our work has, not just on our company’s success but also on the satisfaction and happiness of the people we assist.

One powerful quote to remember is “Happiness is a by-product of an effort to make someone else happy.” This serves as a reminder that by striving to provide exceptional customer service, we not only have the opportunity to resolve issues but also to bring joy and happiness to our customers.

Another inspiring quote is “A satisfied customer is the best business strategy of all.” This quote emphasizes the importance of customer satisfaction in driving the success of our business. It reminds us that every interaction we have with a customer is an opportunity to create a positive experience that can strengthen loyalty and generate positive word-of-mouth.