Customer interaction plays a vital role in great customer service experiences. Customer service representatives are trained to make the customer feel comfortable, valued, and satisfied. However, customer engagement doesn’t end with greeting customers. To properly identify and analyze common customer needs, using the right customer service phrases is a must.
Customer service agents should be able to master useful customer service phrases to make customer conversations fun and productive. In this article, we will introduce you to the importance of customer service phrases in creating the best experiences for customers. We will also walk you through some examples of winning phrases that you could use to elevate every customer interaction.
These 20 amazing phrases can help you win your customers. We’ll also share with you 5 phrases you should avoid for a smooth and impressive experience. Continue reading.
What are customer service phrases?
An essential part of every business, these are positive phrases that customer service professionals deliver to their customers. Customer service reps commonly use these in forms of greeting, selling a product or service, or addressing customer issues. If a business wants to make customers feel pampered and valued, positive customer service interactions are very important.
What is the importance of these phrases in customer experience?
Positive phrasing in customer service is highly important because each word and phrase can leave a lasting impression on a company’s reputation. Professional words for customer service are used to welcome customers, appease upset customers, and close deals or come up with favorable agreements with customers.
Likewise, these magic words for customer service can help businesses establish strong and valuable customer relationships. Now that you already know how these customer service words could bring success to your business, let’s move on to the top 20 best customer service phrases to use.
Take your customer support to the next level with these 20 excellent customer service phrases to use in 2025.
Greeting and welcoming customers.
Greet your customers and welcome them in the most professional way. These customer service phrases can leave a nice, lasting impression on your business:
1. “Nice to meet you.”
Let’s be honest. Most of the time, customer interactions can be a little awkward. Using this phrase can make the customer feel welcome. It also gives off a feeling of familiarity and comfort, and letting the customer know you’re happy to meet him/her is always a great start.
2. “How do you prefer to be addressed?”
Salutations and pronouns are crucial in giving customers memorable experiences. Nowadays, both society and the corporate world have become more open to different gender spectrums. These spectrums also paved the way for a wide range of pronouns as well as salutations, which are deemed more appropriate for each person.
Some customers want to be addressed depending on their profession. Asking the customer how he/she wants to be addressed is a significant step to make them feel important. It’s also an excellent gesture to express that you respect their choices.
3. “How may I help you today?”
Perhaps this is the most common customer service phrase that CX professionals and reps use on a regular basis. When a customer reaches out to a customer service representative, it’s likely that the customer needs help. Making customers feel like they can rely on you is a simple yet powerful way to build rapport with customers.
4. “I’m happy to help.”
After knowing what the customer needs, reassure the customer that you are present to assist them. Telling a customer that you are delighted to help him/her makes them feel at ease.
Addressing customer needs and customer issues professionally.
There are certain customer service phrases that are used to receive, acknowledge, and tackle common customer issues the right way. Here are some phrases you can use when dealing with the needs of your customers:
5. “Great question! I will get back to you with an answer.”
It’s perfectly normal (and common) for some customer issues to be a little too tricky. While quick answers are appreciated, accuracy is paramount.
If you believe that you need to research the answer to a question first, politely inform the customer that their issue is being acknowledged and solved. Once you’re done searching for the answer, go back to the customer.
6. “Is it alright if I place you briefly on hold?”
For more complex questions and concerns, customer service reps might need more time to review the customer’s account, get the necessary details, or look for a resource. Whatever the reason is, we know how putting a frustrated customer on hold can be a bit risky.
However, when it comes to customer experience, holding calls can save the day. Requesting permission to place the call on hold for a short time also shows the customer that you’re dedicated to giving him / her the correct and accurate answer.
7. “Based on the information you provided, you’re experiencing an issue with regard to [paraphrase the issue].”
Maintaining excellent listening skills is one of the keys to providing great customer service. Use this customer service phrase to confirm that you have received all the needed information about the customer’s complaints. By repeating the details of the concern, you are showing the customer that you are actively listening.
Moreover, it’s also an open invitation for the customer to add more important information or correct other details of the issue.
8. “I’ve read through your previous conversations with our team.”
For unresolved issues, the customer may call back for a follow-up. Don’t fret. Instead, tell the customer that you’ve reviewed the previous conversations that he/she had with your team. This is recommended if a new agent is tasked to handle an ongoing issue of one customer.
There are plenty of customer service software that allow agents to review chat history and chat transcripts, to effectively resolve customer complaints. Giving the customer a sense of assurance that you’re keen on helping him/her with the concern strengthens the relationship with the customer.
9. “I would love to know and understand more about your concern.”
Documentation is an essential part of the customer service cycle. While you might think that asking an angry customer more questions could make them more upset, there are certain phrases that can help appease them. Trying to ask for further details about the issue shows that you devote time and effort to listening to them.
By knowing every detail of the issue, you can successfully find the root cause and come up with an effective solution. Listening to customers talk also allows them to release their dismay and avoid bad customer service experiences in the future.
10. “We appreciate you taking the time to explain that.”
Time is gold. In business, this quote applies to both the customer and the reps. It takes a lot of effort from customers to share every detail of their issues. It also takes a huge portion of their time. Make sure to tell them that you appreciate them taking the time to explain their concern.
Keep in mind that customer loyalty is built through trust. So, acknowledging the efforts of customers is as important as your efforts as a customer service professional.
Helpful customer service words when dealing with upset customers + appeasing angry customers through positive phrases.
Dealing with angry customers can be mentally and physically draining. Don’t let their intense emotions stress you out! Handle them like a pro with these phrases:
11. “I understand how frustrating that must be.”
Using language to express empathy to your customers is a great way to alleviate their dismay. This is a perfect phrase for customer service because it shows how you take the concern as a big deal and are dedicated to resolving it.
12. “That would make me upset too.”
Similar to the phrase above, this is also one of the customer service phrases you use to show customers that you can relate to their feelings. When customers are upset, they need someone who can listen to them without invalidating their emotions.
Having a dependable customer service agent who can relate to their concerns is one way to calm them until the problem is solved.
14. “I’m sorry that you’re experiencing this problem.”
After expressing empathy to the customer, it’s the perfect time to apologize. A sincere and professional apology is one of the most commonly used customer service phrases to keep things cool.
Sure, it might not be able to help the issue die down instantly, but it could definitely lighten the mood of the upset customer.
15. “Thank you for bringing that to our attention.”
An excellent CX professional can turn a negative experience into an opportunity. Most of the time, customer service teams tend to look at the company’s performance from a deeper perspective when there are complaints. Acknowledging common issues and thanking customers for raising the said issues can help a business improve its operations.
When a customer raises a concern, make sure to thank him/her for bringing it to your attention. By doing so, the customer could feel that he/she has someone to rely on when issues arise. It will also make them feel valued.
16. “I absolutely understand why you would want that.”
It is normal for customers to tell agents or reps about their preferred solution to a problem. Regardless if you can provide the exact solution or not, never make the customer feel like what they want is outrageous or impossible. Instead, telling the customer that you really understand why they want the specific solution is the way to go.
17. “We appreciate your understanding.”
Patience and appreciation are both important elements in delivering excellent customer service. Upset customers take a huge portion of their patience and understanding when waiting for help. That alone deserves to be acknowledged.
When customers are frustrated, and yet they trust the CX team to help them with their issues, that means so much. Don’t forget to show your appreciation through this type of customer service words and phrases.
Useful customer service phrases when offering alternative solutions.
As we mentioned earlier, it’s common for customers to directly mention a specific solution that they want for their problem. However, despite continuous efforts by the CX team, there are times when the preferred solution cannot be delivered.
Here are some effective phrases that you can use to propose alternative solutions and to assure each customer that everything is under control:
18. “While we were not able to do that. Here’s what we can do.”
Experts say that no customer wants to hear a “no” from customer service representatives. But of course, you can find a more creative and professional way to tell a customer that his / her preferred solution is not possible. The customer might be upset about it, but honesty in customer service comes a long way.
Instead of directly saying “no”, propose an alternative solution and explain briefly how it can help with the situation. A little sweet talk could be the way to go.
19. “We have another way to resolve the issue.”
Another creative way to avoid saying “no” is to directly tell the customer about another way to resolve a problem. In customer service, it is always advised to have a plan A to Z. When it’s not possible for your team to apply the solution that the customer wants, be honest about it and make a direct yet polite offer.
When there are no other ways, being straightforward can actually reverse the game. The availability of options could also impress your customer.
20. “I will make sure this gets resolved quickly.”
Customers hate waiting. Or let’s be real, nobody likes to wait for long. Answer questions and resolve complaints as quickly as possible. Setting a definite timeframe for conflict resolution is a great step to cut the number of dissatisfied customers.
By assuring upset customers that you are making all the necessary efforts to expedite solutions, you can earn impressive points in a customer service experience.
5 customer service phrases to avoid at all costs:
Words and phrases in customer service can make or break customer relationships. Now, let’s move on to the top 5 customer service phrases that customer service representatives should avoid at all costs. These words are known to make angry customers even more upset and unintentionally feel invalidated by their concerns:
1. “I don’t know.”
Product and service knowledge is a basic requirement for customer service representatives. Failure to possess familiarity and knowledge of the goods and services that you’re promoting and selling leaves a negative impression. Thus, this phrase should be avoided by reps and agents at all costs.
Using this phrase shows not just incompetence but disinterest in the quality of customer experience delivered to each customer. If you happen to encounter a complex problem, ask for help from other agents or reps. You may also request extra time to look for resources.
2. “That’s not my job.”
Let’s face it. Regardless of the nature of our jobs, there are times when customers ask questions that are just beyond the scope of our jobs. This is especially true in the customer service industry. When a customer asks you about something that’s not included in your job description, don’t fret.
Most importantly, don’t say this phrase. Instead, politely acknowledge the query and refer the customer to a colleague who specializes in such matter: “I’d love to help you with that, but our [specialist] has more success and better experience in this area. Would you mind if I connect you?.”
3. “You misheard me.”
Again, it’s pretty common for customers to miss some of the words that customer service reps say. This is because they are overwhelmed by their frustration. Even so, you should never try to call them out for mishearing your words. Telling them that they “misheard” you shows a lack of respect and empathy and could potentially trigger their negative feelings more.
Instead, you can say this: “My apologies! May I rephrase that for clarity?”
4. “Calm down.”
This is a commonly used phrase among friends and family members when someone is upset. But that doesn’t mean it is applicable in customer service. As much as you want to de-escalate the situation, asking the customer to calm down might not be the best solution.
For this, go back to phrase no. 12 by telling the customer how such a situation would upset you as well. Validate his / her feelings and reassure him/her that you are present to help.
5. “No.”
You read that right. This two-letter word should be avoided at all costs if you’re working in customer service. There are plenty of polite and professional ways to say no without saying it. Even if the preferred action and solution of the customer is as hard as reaching for the stars, saying no isn’t an option.
Instead, go back to phrase no. 18, and tell the customer that while you weren’t able to do his / her preferred solution, you have a backup plan that could solve the problem.
Besides powerful phrases for customer service, here are some tips to ensure positive customer experiences:
Utilize data analytics efficiently.
Customer data is one of the most powerful tools that businesses should learn to utilize. By analyzing customer data, businesses can predict consumer behavior, which involves common purchases, product and service preferences, common complaints and issues, and market demographics.
With this information, businesses can plan and design the appropriate marketing strategies to cater to their target markets. Designing the right marketing strategies can also help businesses build lasting relationships with their customers.
Offer personalized and optimized experiences.
In connection with the first tip, customers appreciate personalized services and optimized experiences. This means that customers love a company that knows what they like and what they do not like. Personalized ads and promotions directed to the right customers can improve brand awareness and boost sales.
Likewise, businesses with mobile apps should provide highly optimized experiences to customers. Easy payment and delivery options, clear return and refund policies, and an accessible help desk are just a few of the features that every business platform should offer customers for a customer-friendly experience.
Create a reward system for loyal customers.
Loyal customers are a treasure to every business. This is why there are many companies that invest in taking care of their customers and showing their value through rewards.
Try implementing a point-per-purchase reward system or designate a specific number of points for special product bundles. This will encourage customers to buy new products and shop more. A win-win situation for you and your customers.
Value customer feedback and take action.
Customer feedback can build and destroy a brand’s reputation. When handled properly, it guides businesses to provide the best services and exceptional experience for every customer. Businesses are always advised to facilitate surveys to evaluate their performance. However, feedback without action would be useless.
Once you are able to identify common customer issues as well as the brand’s strong and weak points, take action. Some CX problems are often focused on the quality and speed of responses and the attitude of customer service reps. To improve customer service quality, training and workshops might be necessary.
Facilitate regular CX training for customer service teams.
Skills development doesn’t end after post-hiring training. To ensure that your customer service teams can keep up with different types of customers and in different situations, training is a must.
Lectures and training in different aspects of CX including language, posture, etiquette, and even voice modulation, could help customer service professionals provide the best experiences to their customers.
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