The right words in customer service can transform an interaction, building trust and creating a positive experience. Let’s explore the power of professional language, with examples to inspire better conversations.
From setting the tone at the start to closing with confidence, these phrases show how word choice can make a difference. You’ll also learn about the top 10 things customers don’t want to hear and what to say instead for smoother resolutions.
Good Power Words and Phrases
The language you use sets the tone for customer interactions. By incorporating positive and professional phrases, you can create a productive dialogue that leaves a lasting impression.
Positive phrases for routine or neutral interactions
- Thank you for reaching out to us today.
- How can I make your day easier?
- I’m here to help in any way I can.
- Let’s find the best solution for you.
- It’s great to speak with you today.
- How has your experience been so far?
- We really value your feedback.
- You’ve come to the right place for help.
- Is there anything specific I can assist you with today?
- Feel free to let me know if there’s anything else you need.
Calming phrases for frustrated or concerned customers
- I’ll do my best to resolve this quickly for you.
- Let’s get this sorted for you.
- It’s my goal to make this process as smooth as possible.
- I’ll take care of this for you.
- Thank you for being so patient.
- I appreciate you taking the time to explain that.
- It’s a pleasure to assist you.
- I’m here to make things right for you.
- Let’s work together to find the best solution.
- Please let me know if I’ve misunderstood anything.
Phrases to use while gathering information
- Can you walk me through what happened?
- I’d like to confirm I’ve got this right: [paraphrase the issue].
- Thank you for sharing those details. They’re very helpful.
- I would love to understand more about that.
- Let me check on that for you right now.
- From what I can see in your account, here’s what’s happening.
- I’ve reviewed your previous conversations with us to get up to speed.
- Would you mind holding for a moment while I gather more information?
- That’s a great question. I’ll find the answer for you.
- What outcome are you hoping for?
Phrases to build trust and reassure the customer
- You’re in good hands—we’ll get this resolved for you.
- I completely understand how that could be frustrating.
- Let me double-check everything to make sure it’s correct.
- I’ll keep you updated every step of the way.
- I’ve already started working on this for you.
- We take this seriously and will sort it out as quickly as possible.
- I’ll make sure this gets the attention it deserves.
- Let’s see what we can do to turn this around for you.
- I’ll follow up personally to ensure nothing is missed.
- I appreciate your trust in allowing me to resolve this for you.
Phrases to end the conversation positively
- I’m glad we could resolve this for you today.
- Thank you for bringing this to our attention.
- If you have any other questions, please don’t hesitate to reach out.
- We appreciate your business and look forward to helping you again.
- It’s been a pleasure assisting you.
- Have a great day, and thank you for choosing us!
- Feel free to contact us anytime—we’re always here to help.
- If there’s anything else you need, I’m happy to assist further.
- We value your feedback and are always looking to improve.
- Thanks again for your patience and understanding.
Words to Avoid
Even with the best intentions, certain phrases can hurt customer relationships. By replacing negative or unproductive phrases with thoughtful alternatives, you can keep conversations on track. Avoid these trigger words and phrases to keep the interaction calm and positive.
- “That’s not my job.”
Avoid this dismissive phrase as it shows a lack of ownership or willingness to assist. - “You need to contact another department.”
Instead of redirecting the customer, offer to facilitate the transfer or explain the process clearly. - “There’s nothing I can do.”
This phrase leaves customers feeling helpless. Reframe with an offer to explore alternative solutions. - “Calm down.”
Telling a frustrated customer to calm down often escalates the situation further. - “That’s our policy.”
Policies are internal guidelines and shouldn’t be used as a blanket reason to deny assistance. Explain the reasoning instead. - “You’re wrong.”
Correcting a customer bluntly damages rapport. Acknowledge their perspective and offer facts gently. - “I don’t know.”
While honesty is valued, this phrase needs follow-up, like “Let me find out for you.” - “You’ll have to wait.”
This is frustrating for customers. Instead, provide a timeframe or offer to check on the progress. - “I already told you that.”
Avoid appearing impatient. Restate information if needed to ensure clarity. - “That’s not my problem.”
Lack of empathy in this phrase can alienate the customer. Take ownership where possible or connect them to someone who can assist. - “Why didn’t you do this sooner?”
This blames the customer and shifts focus away from solving the issue. - “We’ve never had that problem before.”
This invalidates the customer’s experience. Instead, focus on resolving the issue. - “You should have known.”
Avoid condescension. Provide guidance in a supportive manner. - “It’s not that bad.”
Downplaying the issue can frustrate customers who feel their concerns aren’t taken seriously. - “You’re the only one having this issue.”
This isolates the customer and makes them feel like an outlier. Stick to solutions. - “Just do what I told you.”
Comes across as authoritative and dismissive. Clarify or simplify instructions if needed. - “That’s not included in your plan.”
Instead of highlighting limitations, frame responses positively by suggesting alternatives. - “It’s out of our hands.”
Avoid absolving responsibility. Focus on what you can do. - “You should have read the terms and conditions.”
This sounds accusatory. Offer to walk through the issue or clarify details instead. - “That’s how the system works.”
Acknowledge the inconvenience and propose a workaround or escalate the issue if needed.