Effectively communicating with customers is an art, not an exact science. Using customer service phrases that delight customers and humanize interactions is essential for building rapport and gaining customers’ loyalty and trust. Some of these phrases may seem simple, but they hold tremendous weight for customers hungry for focused attention and answers. They leave behind a positive, customer-first impression that anyone can appreciate.
Certainly, I’d be happy to help!
Seeking assistance can be awkward. Sometimes customers feel silly or even intrusive reaching out to your customer support teams. Being greeted by a friendly agent who is eager to help infuses the call with positivity from the start.
Thanks for bringing this to our attention
When customers inform you of faulty products or service issues or even just a website glitch, they’re doing you a favor. They’re helping you with quality control and potentially improving the satisfaction of future customers. An appreciative thanks makes a complaining customer feel like an unsung hero for your organization.
Thank you / you’re welcome
Despite being the building blocks of friendly conversation, these basic customer service phrases are used less frequently in call centers than customers would expect. Not hearing them can be jarring or even come across as disrespectful. Using similar phrases like “we appreciate your business” don’t always carry the same weight or sincerity as a simple “thank you.”
I’d be frustrated too
Customers crave empathy. When they’ve encountered a problem, of course they want resolution, but first, they want you to hear their situation and acknowledge how it impacted them. If they find you’re sincere in your understanding or that you can relate to the inconvenience, they’re more likely to trust that you’ll take the proper steps to resolve and prevent it from happening again.
As much as I’d like to help…
There will come a time when a customer’s request is beyond your service capacity or maybe it just goes against a company policy. Whatever the case, if you must let someone down, it’s best to do it gently. “I can’t help you with that” is simply too negative. Starting with “as much as I’d like to help…” adds a little bit of courtesy and friendliness to the rejection or rerouting to another department.
Let me look into that for you
When faced with a question they aren’t sure of the answer, too many agents simply say, “I don’t know.” Others will justify that lack of knowledge with a “Sorry, I’m new.” While that does make your staff seem relatable, it also makes them seem uninformed and unreliable. Looking into the issue further to gather the right information makes your agent seem less like a road block to resolution and more like a team player ready to go the extra mile to help a customer.
I appreciate your patience
Customer service phrases like this are crucial, especially if you know your call center has longer wait times. Starting off a call acknowledging that you respect the customer’s time doesn’t change the fact that you kept them waiting, but it can diffuse disappointment and frustration. Like #4, they want you to acknowledge the inconvenience and be sincere about it.
Delivering high-quality customer service starts with the way you speak to your customers. Always strive for conversations over robotic exchanges. To achieve this, your customer service phrases should exude respect, appreciation, and kindness. That’s how you keep the conversation moving towards a productive resolution and keep your customers.