Lesson 10: Word Choice Matters: Effective Customer Service Phrases

When we work in a service field, as we do, it’s our job to be courteous, respectful, and helpful, even if those same behaviors aren’t exhibited by a customer. Luckily, in the industry we service, we are usually treated with courtesy as well. It is our customers’ perception of good service that matters, and it is how they are being treated that is important to them. We can only succeed at delighting our clients when our customers believe they’ve received exceptional service.

Using powerful phrases—the right words—when you communicate will result in our customers’ perception being positive. It is about the words we choose and the promises we keep. So here are some ideas to get you on the right track.

1. Sample Welcoming Phrases

Welcoming phrases start you out with your best foot forward. By being courteous, respectful, and enthusiastic, you can build a rapport and show you're interested in their situation.

  • “Hello! / Hi _________ (first name if possible)!”
  • “Thank you for calling School Webmasters. My name is ______.”
  • “How can I make your day better?”
  • “Let me help you with that.”
  • “Good morning/Good afternoon.”


2. Sample Courtesy Phrases

Some of the phrases below are examples of common courtesies that we should all be using as part of our normal vocabulary—and especially with our customers.

  • “Please.”
  • “Thank you.” (Tip: Be specific, like: “Thank you for working with me on this.”)
  • “My pleasure!” (said with enthusiasm, of course)
  • “You’re welcome!”
  • “I apologize. I didn’t hear/understand what you said/needed.”
  • “Will you?” rather than “You will.”
  • “Sir” or “Ma’am” (When speaking on the phone)
  • “Pardon me” or “Excuse me” instead of “Huh?” when you didn’t understand someone
  • “Thanks for waiting.” Or “Thanks for your patience while I checked on this.”
  • “Nice to meet you!”—especially a first-time customer interaction
  • “Please don’t hesitate to let me know how I can help you in the future.”

Using and hearing positive words can actually change the way we see reality.  

  • “I’d be happy to help you with this!”
  • “I can solve that problem!”
  • “Happy to help!”

 

3. Sample Phrases for Making Recommendations

Making recommendations in a positive manner is important. Some of these phrases might be useful:

  • “Can I share an idea with you that you might like even more?”
  • “Oh, yes! And we could also….”
  • “Oh, yes! Or, maybe even better, we could…. What would you think about that?”
  • “I don’t know, but I’ll find out.”
  • “Let me be sure I understand…”
  • “Let me ask you a few questions.”
  • “What I CAN do is….”

 

4. Sample Expressions of Empathy, Regret, or Apology

When appropriate, the right phrase conveying empathy or regret will go a long way to show our customers that we genuinely care and truly understand their point of view. When we have made a mistake, we have found that most people respect those who are honest and open about those mistakes and who take rather than avoid responsibility (on behalf of the company if necessary). No one thinks we are infallible, but empathy and apology goes a long way in reestablishing trust. When admitting mistakes, use very short sentences, and then move on to solving whatever problem exists.

  • “I understand how you can feel that way.”
  • “I understand how _______(disappointing, upsetting, annoying, etc.) that must be.”
  • “I’d be frustrated too.”
  • “I’m so sorry that happened. Let me see what I can do to make it right.”
  • “You must be pretty upset that there was a delay…”
  • “I agree. You are right. We will see that this is fixed/we make some changes….”
  • “How can I resolve this to provide you with an experience that’s nothing short of fantastic?”

 

5. Sample Expressions When Follow-Up Is Needed

If a customer has to check in with us to see the status of an update, we know we see a 10% decrease in customer delight for that customer. If we can’t promise a solution by a given time, we can always promise an update. So, if you told a customer you’d follow up with her, keep your promise, and proactively keep the customer informed (at least once a day).

  • “I’ll send you an update by [date or time].”
  • “I’m not sure, but I will find out and get back with you by [date or time].”
  • “Great question. I’ll find that out for you.”  - tell them when you’ll do that.

 

For every customer who complains, surveys say there are approximately 26 customers who didn’t say anything but are likely experiencing the same problem and not letting us know. That means if we resolve the problem for a single customer, it could make dozens of other customers happier at the same time. Always thank customers who bring something to our attention that we can fix or improve. As Dale Carnegie once said, “In our interpersonal relations, we should never forget that all our associates are human beings and hunger for appreciation. It is the legal tender that all souls enjoy.”

  • “I really appreciate you letting us know.”
  • “Thank you for bringing this to our attention.”
  • “We appreciate you being a customer, and we want to make sure you are taken care of.”

No matter how hard we try, sometimes we just don’t get it right, but people often won’t speak up about problems. So, when possible, open the door and invite the customer to let us know if there is anything that remains unresolved. Just ask the question:

  • “Is there anything else I can help you with?”
  • “Let me know if there is anything else I can assist you with. I’m happy to help.”

 

6. Sample Phrases of Appreciation (especially in closing)

Ending every customer contact with a powerful phrase of appreciation will leave a positive impression in any customer’s mind. 

  • “Thank you for contacting us. I hope you have a wonderful rest of the week/day!”
  • “I appreciate working with you,” or “I appreciate your business.”
  • “I appreciate your patience and apologize for the delay.”
  • “I’m glad I was able to help. Thank you for making it possible.”
  • “I look forward to working with you again.”

 

7. Phrases to Avoid

There are just some phrases that are less than effective and often trigger a very negative response when used:

  • “No” – Avoiding this answer isn’t always possible, but never use it at the start of a sentence. Instead, let them know what we can do or what they can have.
  • “That’s just our policy.” – Doesn’t reflect empathy for the customer’s perspective.
  • “No problem,” or “No worries.” – The words problem and worry have a negative connotation.
  • “You’ll have to…” – Suggests the customer will have to go elsewhere for help. Reword.
  • “To be honest with you…” – Hints that we haven’t always been honest with them.
  • “There’s nothing I can do.” – There is usually something we can do. This phrase should be a last resort.
  • “I’m sorry (over and over)” – It doesn’t sound genuine when you say it too many times.
  • “ASAP” – You might set them up for disappointment. Give them a timeframe instead.
  • “Maybe,” “I’m pretty sure,” “I think,” “If I recall correctly...” Don’t guess. If you don’t know, just tell them you’re going to find out the answer, and then get back with them.

 

 

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