Customer service and support are having their moments in the sun. We all are starting to realize how important human connection can be as we get less of it in our day-to-day lives. When it comes to customer support, there’s a right way to connect. Using the right customer service phrases can make a lasting impact on your relationships.
According to a recent study, 65% of people prefer a casual tone in customer service over a formal one. But it’s important to be able to read the room. Those same numbers change significantly when the customer is denied a request: 78% of people reported that an overly casual tone made them feel frustrated or distrustful when their request was denied.
It can be hard to define the tone your team finds the most comfortable to use, especially because everyone’s brand voice is different. We’ve collected a list of 26 customer service phrases to help give your team a lift and find a voice that is both friendly and informative:
- Happy to help!
- I see what you mean.
- Thanks for reaching out.
- I totally understand.
- I’m not sure, let’s find out.
- I know this must be frustrating.
- I’m sorry to hear that you’re having trouble with this!
- We’re working on a solution for this.
- I’d feel the same way!
- Would you mind [doing xyz thing]?
- That is super helpful!
- From what I understand…
- Let us know if you have any other questions.
- Thanks for giving us a heads-up!
- I’ll let my team know about this.
- Is there anything else that you need help with?
- Thank you.
- I can absolutely help you with that!
- That’s a great question.
- How’s your day going?
- I just wanted to update you…
- We really appreciate you!
- It sounds like [x feature] might also be useful for you.
- May I ask why that is?
- I’ve read through your request.
- I will be happy to assist you.
Happy to help!
This phrase is a great way to start or end your conversation. It lets the customer know that you’re enthusiastic about getting them the help they need and that you’re willing to continue helping if they run into issues. It starts the interaction by letting them know you’re on their side.
I’d be happy to help with that!
I’m so sorry to hear that you’re having trouble with this.
That’s a great question!
I see what you mean.
One of the most significant ways to ease your customers’ concerns is to let them know you understand. Saying things such as “I see what you mean” helps them feel you’re aligned with them, and they don’t have to convince you of anything.
Thanks for reaching out.
Let’s face it: no one wants to talk to support. They’d rather find the answer themselves and then move on with their day. So, when they do have to contact you, it’s best practice to thank them. They took effort and time out of their day to reach out to you—that’s worth something! Try to include something like this in every template that you create.
I totally understand.
This customer service phrase puts customers at ease. For many people, contacting a support team via email can be nerve-wracking: they don’t know if you’ll understand what they’re saying or just shoot them down. Telling them that you understand their inquiry, where they’re coming from, or why they are frustrated is a great way to align yourself with the customer in a tricky situation.
I’m not sure, let’s find out!
Many people will say that you should never admit to a customer that you don’t have the answer. On the flip side: it’s one of the best things that you can do. Saying “I’m not sure” humanizes you – and it’s certainly better than guessing! Group language like “let’s” helps the customer feel like you’re playing on the same team, and that you are resolving their issue. As Seth Godin says, “Earn trust, then you can worry about the rest.”
I know this must be frustrating.
When working in the inbox, you’ll see many of the same inquiries day in and day out. It can be challenging to remain sensitive to a situation you see all the time. Using customer service phrases like “I know this must be frustrating” brings the case back into perspective, and encourages you to think about how you would feel in this situation.
I’m sorry to hear that you’re having trouble with this!
Obviously, your support team doesn’t want anyone to have trouble with your product, but to the customer, it may feel like they don’t even care. That’s especially true if the problem has been occurring for a while. It’s your team’s job to reassure the customer. If you’re sorry, then say you’re sorry. It’ll help both your team and the customer feel better.
We’re working on a solution for this.
What’s the first thing that someone in a tricky situation wants to know? How soon they’ll be out of it. It’s never a great idea to give a set timeline for when to expect a resolution—can you imagine how the customer would feel if you missed your mark and didn’t deliver on time? However, letting the customer know that you’re working on it can be a great way to rebuild a relationship.
I’d feel the same way!
This is another customer service phrase that serves a dual purpose of letting the customer know that your team is in their corner while reminding your customer support team members to be understanding. Everyone has had to interact with customer service teams to resolve an issue. Channeling some of that energy into aligning with customers will go a long way.
Would you mind [doing xyz thing]?
Every once in a while, your team will have to ask customers to troubleshoot. Instead of using language like “I need you to do [xyz thing],” try asking them a question such as “Would you mind doing [xyz thing]?” It is better to ask for cooperation than to force someone to align with you.
That is super helpful!
If someone has to reach out to support, they are already in a place of self-doubt. They may be thinking, “How come I couldn’t figure this out on my own?” Or even, “Shouldn’t I have been more resourceful before contacting support?” Your team is in a prime position to eliminate that concern by letting your customers know that the information they’ve provided is useful and that they aren’t alone. This customer service phrase does just that.
From what I understand…
Not everything is clear-cut. Use this customer service phrase to allow your customer to correct you if you misunderstood. Sometimes it can even be helpful to repeat what the customer has said back to them. They might be able to catch a missing step to help your team reproduce the issue and troubleshoot it.
Let us know if you have any other questions.
While most customers don’t feel sheepish reaching out if they’ve got a question, this is a great customer service phrase to add on for those that do. It also lets people know that you are there for them if they need you—even if it doesn’t directly relate to their first inquiry. What better way to build rapport than let them know you’ll be there for them through thick and thin?
Thanks for giving us a heads-up!
We’re sure you’ve heard the metric that if you get one customer complaint, 26 other customers remain silent. Don’t you think that one person deserves a thank you? Give your customers appreciation when they take the time to let you know about a bad experience or a bug. It can rebuild your relationship if they’ve lost trust, and it encourages them to continue reporting problems they run into.
I’ll let my team know about this.
Inaction is almost as bad as totally ignoring a customer issue. When someone reaches out to you about an issue or asks for a new feature, the best practice is to acknowledge their request and let them know what action you’re going to take. Reassure your customer that their voice isn’t just heading into a void.
Is there anything else that you need help with?
A recent survey suggests that despite 94% of online retailers providing email customer service, 27% of email inquiries are answered incorrectly. Yikes! That’s over a quarter of the responses that you send out. Allow your customers to voice additional concerns or questions at the end of each interaction to ensure that no issues slip through the cracks.
Jeanne Bliss writes, “[t]wo-way trust, open and honest communication, and fearless sharing are cornerstones of the relationships that come to mean the most to us.” When was the last time your team genuinely thanked your customers? You should make it a practice to try to thank everyone that reaches out to you in some way—create moments of human kindness in every interaction.
I can absolutely help you with that!
When a customer has been struggling to figure out what’s going wrong, it can feel like a Hail Mary to contact support. One of the best things that your team can do, right off the bat, is to confirm that you can help. Using language like “absolutely” and “of course” creates a strong positive vibe for your customers.
That’s a great question.
Sometimes customers can feel like they’re just ignorant for not being able to find what they’re looking for, especially if they’ve spent a lot of time reading through your docs and trying to figure it out. Hearing you say “That’s a great question!” is a great way to eliminate that concern, and it places everyone on a level playing field.
How’s your day going?
It can be pretty tempting to jump right into finding a solution when a customer reaches out with a problem. Sometimes it’s better to treat interactions with customers like you would a conversation with a friend. Jeannie Walters, a customer experience influencer, lists empathetic and engaging behavior as one of the top traits of customer service rock stars. Pepper in as many customer service phrases as you can during your chats with customers.
I just wanted to update you…
There are certain issues that you won’t be able to resolve for your customers immediately. In those moments, let them know you’ll keep them in the loop and then actually do so. As soon as you have any updates, reach out and give them a rundown. Similarly, even if you don’t have updates, try to send a response to them every couple of days just to let them know you’re still working on it.
We really appreciate you!
There’s something so meaningful about expressing— being given!—appreciation. Appreciate your customers as frequently as you can. Did they give you a particularly useful bug report? Let them know you appreciate it! Did they leave a good review or respond kindly during a difficult interaction? Tell them how much you appreciate them. It will build an even more loyal bond between them and your brand.
It sounds like [x feature] might also be useful for you.
You should know what features a customer has to use to be successful with your product. Whenever someone reaches out to you with a question, be sure to recommend additional features that may be useful. Give your customers tips and tricks before they even realize that they need them—and increase their product usage as you do.
May I ask why that is?
Every company gets frustrated customers—sometimes they’re so frustrated that it almost doesn’t seem real. In those moments, instead of getting defensive or frustrated, try to understand. Using customer service phrases like “may I ask why that is?” gives your customer an opening to explain how they are feeling or why they are so agitated.
I’ve read through your request.
Everyone’s had an experience where they got bounced from customer service representative to representative—and it’s the worst! Your team should read through all of the details about each customer before responding. The better you can acquaint yourself with their troubles, and their situation, the better their experience will be.
I will be happy to assist you.
Let the customer know that you’re not only there to help but that you’re happy to help them. It puts your customer at ease and makes them optimistic that you will resolve their problem.
Unique opening spiel phrases
Creating a unique and engaging opening spiel for customer service can make a positive impression on customers. Here are some creative and customer-friendly phrases you can use:
- “Hello there! Welcome to [Your Company Name], where exceptional service begins.”
- “Thank you for choosing [Your Company Name]. This is [Your Name]. How may I assist you today?”
- “Good [morning/afternoon], you’ve reached [Your Name] at [Your Company Name]. How can I make your day better?”
- “Hello, [Your Company Name] at your service! This is [Your Name] speaking, ready to help.”
- “Hi, this is [Your Name] speaking, your personal assistant at [Your Company Name]. What brings you here today?”
- “Warm greetings! You’ve connected with [Your Company Name]. I’m [Your Name], here to lend a hand.”
- “Welcome to [Your Company Name]. I’m [Your Name], your support superhero, eager to tackle any challenge you have.”
- “Good [morning/afternoon], [Your Company Name] at your fingertips! This is [Your Name]. How can I brighten your day?”
- “Hi there! You’ve reached [Your Company Name]. I’m [Your Name], your dedicated problem-solver.”
- “Hello, [Your Company Name] here, where top-notch assistance meets a friendly smile. I’m [Your Name]. How can I assist you?”
Remember, the key is to be authentic, friendly, and professional while adding a touch of creativity to set your company’s customer service apart from the rest. Adapt these phrases to suit your brand’s tone and personality for the best impact.
Use caring phrases to level up your support
You probably already offer great support to your customers, but these 26 customer service phrases can take it up to the next level. Add them to your TextExpander snippets to make it even easier to incorporate them throughout your day.
The importance of positive language in customer service
You may have noticed a theme in the phrases above: positive language. Even if you don’t have a handy phrase for a particular situation, always strive to keep things positive, upbeat, and affirming. Take a long at the following examples of how to not handle customer service interactions.
Customer service phrases to avoid
Wait! It isn’t enough to just say the right things. Good customer support is also about what you *don’t* say. Here are the customer service phrases you should avoid using if you want to keep customers on your side:
I will look into it.
Although seemingly harmless, this phrase is annoying to customers because of how vague it is. When customers hear this, they don’t know if you’re going to put them on hold, for how long, and what exactly your investigation entails. Instead of saying you’ll look into the issue, set expectations and define a plan of action. For example: “Let me discuss this with our technical support team. I’ll email you with a solution by 12 pm today.”
Customers don’t like hearing “no” (not even when you add “unfortunately”). Instead of outright denying their request, consider what you can do to help. You might not be able to provide the exact solution that they’re hoping for, but there might be some other way you can accommodate them. Try: “Hmm, I’m afraid we can’t do that, but here’s what we can offer you instead…”
There’s nothing I can do.
Again, there’s always something you can do, even if you’re limited by policies and protocol. Listening to customers (as opposed to dismissing them because you can’t fulfill a specific request) is already something. But you can get creative and do your best to help and make them feel better even if you can’t provide the exact solution they were hoping for.
That’s not correct.
Correcting customers is not only rude but also extremely unhelpful — it annoys customers and creates a power imbalance (making you the powerful one). In most cases, it’s also unfair — you can’t expect customers to be as knowledgeable as you are about your product or company.
So rather than set things right with phrases such as “Let me correct you on that,” or “Actually,…”, try: “I apologize for not making that clear.”
I’m sorry. I’m sorry. I’m sorry.
Apologizing is good, but be careful not to overdo it. Rather than say “ sorry” multiple times, consider what you can say to move the conversation in the direction of a solution.
This is the most dreaded customer service phrase, and for good reason. No one wants to wait for an indefinite amount of time, especially when the wait is due to another incoming call/message. Whenever possible, focus on one customer at a time. If there’s no other alternative, ask the customer if they can, in fact, hold — they might not have the time, in which case you should arrange a way to follow up with them.
I’m not seeing you in our system…
There’s nothing worse for a customer than reaching out for help only to have their existence as a customer questioned by the support team. If you can’t find the customer’s account information in your database (or a record of their purchase), it could be a sign of disorganization (and an urgent need for customer service software!). Usually, it’s something simpler: the customer ordered using a different name or address. Either way, don’t lead with “I don’t have a record of your account.” Ask a clarifying question instead, like: “Is there any chance you ordered using a different account?”. You can also throw in, “While I look for your account, how can I help you today?” for good measure.
How you communicate is everything
Knowing which phrases to use and which ones to avoid will help you deliver service that leaves customers feeling delighted and empowered, even in less-than-ideal situations. Make sure to add positive customer service phrases to TextExpander so you always have them on hand!
Have an awesome tried-and-true customer service phrase that your team loves? Let us know in the comments.
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