Powerful customer service phrases can help you improve client interactions and ensure that your customers feel like they can always rely on your services.
The phrases we included convey empathy, understanding and instill trust in the customer, resulting in improved satisfaction and retention. According to a study by NewVoiceMedia, poor customer service is the main reason 62% of customers switch to a competitor.
Below are ten phrases our customer support team found work best when serving clients. We also included six you should avoid and some extra tips on approaching different customer service scenarios.
Here are the most effective customer service phrases you should use to ensure excellent customer support for different scenarios:
This phrase acknowledges the customer’s concerns and shows appreciation for how they were brought forward.
It sets a positive tone for the interaction and shows that the company is taking the customer’s issue seriously.
Scenario: Responding to a customer complaint via phone, email, or text.
This phrase shows empathy and a willingness by the company’s side to take responsibility for any inconvenience the customer may have experienced. It helps to defuse a potentially negative situation and shows interest in solving the issue.
Scenario: Any situation that might have caused inconvenience for a customer.
This phrase shows that the customer service representative is eager to assist the customer and is focused on providing a positive experience. It also opens the conversation and allows the customer to explain their issue or request.
Scenario: Initial contact with a customer or addressing a concern when a customer expresses confusion or frustration.
This phrase shows that the customer service representative is eager to go above and beyond to ensure the customer’s satisfaction. It also allows the customer to bring up any other issues or concerns they may have.
Scenario: Concluding a customer service interaction or fixing a potential issue when a customer appears to be finished with their inquiry but has not been completely satisfied.
This phrase will reassure the customer that they are heard and understood, which is important for building trust and rapport. It also shows that the customer service representative is empathetic and willing to put themselves in the customer’s shoes.
Scenario: Calming clients down when they are frustrated or upset or reassuring them of a positive outcome when they are explaining a problem.
This power phrase shows empathy and enthusiasm towards the customer’s issue and sets a clear purpose for the interaction.
Scenario: A customer contacts support with a general issue and needs guidance.
This phrase demonstrates a willingness to help and takes ownership of the issue.
Scenario: Use this customer support phrase whenever a client needs to clarify an issue or has come across a problem with your product/service.
This confirms the customer’s issue and ensures the agent in charge fully understands before proceeding with a solution.
Scenario: Use this phrase when a customer reports a complicated problem and you want to make sure they fully understand the issue.
This is how you acknowledge the customer’s frustration and reinforce the idea that the company wants to deliver a positive experience.
Scenario: Use it whenever a customer is unhappy with a product or service.
This power phrase for support works best when a customer asks a complex question, and the agent needs to check his/her resources before answering just to be fully sure of the answer.
Scenario: When you need to buy time to research the issue, and provide a seamless experience for the customer.
Every customer service agent should stay away from phrases such as these:
This phrase can come across as dismissive and unsympathetic. It can also make the customer feel like their concerns are not being taken seriously.
Try this instead:
“I understand that this may be frustrating; let me see what options we have to solve the issue you’re dealing with.”
This seems insincere, as the apology is followed by a justification or excuse.
“I apologize for the situation; let’s work together to find a solution.”
This response is not helpful and can make the customer feel like the customer service representative is not willing to assist them.
“I’m not sure about that, let me check for you, and I’ll get back with an answer as soon as possible.”
Service agents who use this phrase will seem uncooperative and can make the customer feel like the company is dismissing the problem altogether.
“I understand that this may be frustrating; let me see what I can do to help you.”
The confrontational tone of this line can make the customer feel like they are being attacked, and it can also damage trust and rapport.
Try this instead:
“I see where you’re coming from, let me look into this further, and we can discuss it again.”
This type of response invalidates the customer’s problem without providing a solution. Variables on the client side might make it difficult for the support agent to reproduce the same issue.
The ideal approach in this scenario would be for the agent to request extra information. Be proactive, refrain from repeating questions, and try to provide multiple solutions.
“From what I understand, your problem is [paraphrase problem]. Can you please also share your [relevant information]? This will help me find the right solution for your particular problem.”
Here are various customer service scenarios that include key support phrases:
This is an example of how to professionally address customer issues if you’re working in the SaaS industry:
Customer: “I’ve been having a hard time using the [feature] on your platform. Can you help me troubleshoot the issue?”
Agent: “Thank you for reaching out to us. We’re sorry to hear that you’re experiencing difficulty with our platform.
We’re here to help and want to ensure that you get the most value from our service. Can you please provide me with more details about the issue you’re facing and also share your account information, so I can investigate and assist you in resolving the problem?”
Most guides tell you to thank customers for their feedback. But the truth is most feedback never gets actioned. Try replacing regular “thank you for your feedback” messages with something more authentic that lets the customer know you are forwarding their information to the relevant people.
Agent: “Thank you for your insights. I’ve passed them on to our team and we’ll get back to you as soon as we have news. Is there anything else we can assist you with today?“
Customers don’t always reach out to the right department with an issue. Asking them to elaborate is perfectly fine and makes it easier to reroute them to the right department.
Agent: “I’m sorry to hear that you’ve come across this issue. Can you please elaborate or retrace your steps, so I can fully understand and find the best solution for you? We appreciate your patience and understanding as we work through this together.“
Agent: “We apologize for the inconvenience. Let’s make sure that we resolve this to your satisfaction…
Agent: “I understand your frustration and apologize for any inconvenience that you have experienced. We value your feedback and take all concerns seriously. We are doing everything we can to come up with the best solution for your problem.
Can you please provide me with more details about the issue, so I can fully understand and assist you in the best possible way?”
Agent: “I’m glad I could be of service. Is there anything else that I can assist you with? We would like to make sure that all of your questions are answered and that the service we provide is to your satisfaction.“
Sometimes customers will reach out with questions about your product/service. It’s a great idea to generate template response that you can quickly personalize to answer their inquiries in a timely manner. Here’s an example you can use:
Agent: “We have a wide range of products that are perfect for your needs. Our retail solution includes [relevant products] that are designed to [address customer pain points].
Whether you’re looking for a [product category] at an affordable price or you need a more advanced range that provides additional features, we are happy customize your offer.
If you have any questions or concerns, please let us know, and we’ll be happy to assist you.”
Agent: “Congratulations on signing up for our free trial! We’re excited to have you on board and look forward to helping you get started.
Please check your email for a confirmation message that includes instructions on accessing your account.
I just wanted to quickly check in and recommend some next steps for you:
You can also find a step-by-step guide on our website. If you have any questions or need further assistance, please don’t hesitate to contact us.”
“Dear [Customer name],
We are sorry for the delay in processing your order. Please accept our sincerest apologies for any inconvenience this may have caused.
We understand how frustrating this can be, and we take full responsibility for the error. To make things right, we have sent the parcel using express shipping services and included a special gift we hope you’ll enjoy.
Thank you for choosing our service and for giving us the opportunity to make things right.
“Hello [Customer name], it’s been a while since we last heard from you. Just wanted to check in and see how everything has been going with [product/service]. We value your feedback and are always looking for ways to improve our service. Please let us know if there is anything else we can do for you.”
“Hello, [Customer name]!
How was your overall experience with our product?
Was there anything that exceeded your expectations or anything that we could improve on?
Please rate your experience on a scale from 1 to 10.
Your opinion will be used to upgrade our product, so it meets customer expectations and serves clients even better. Thank you for your time and for choosing our company.”
“Hello, [Customer name].
I wanted to reach out to you regarding the additional feature you requested for our [Product/service]. I’m happy to inform you that we have implemented that feature, and it’s now available for use. Is there anything else that you would like to see added to the product?
As a token of appreciation, we would like to offer you a complimentary trial of this feature. If you’re interested, please let us know, and we’ll be happy to set that up for you.”
“Dear [Customer name],
I apologize for the inconvenience this may cause, but we will be performing scheduled maintenance on our service on [date]. During this time, our service will be unavailable for approximately [time frame].
We understand that this may cause a disruption in your service, and apologize for any inconvenience. If you have any further concerns or questions, please do not hesitate to reach out to our customer service team.”
Using key customer service phrases can significantly improve communication with customers and ultimately enhance the overall customer experience. These phrases can be used to show empathy, provide reassurance, and gather valuable feedback.
By using a combination of active listening, clear and concise language, and a focus on the customer’s needs, support teams can effectively address customer concerns and provide exceptional service. Implement these phrases into daily communication to increase customer satisfaction and retention.
Raluca Mocanu is a copywriter at Touchpoint and began her content writing journey in 2016. She loves traveling, reading, on-stage drama and recently discovered a deep interest in psychology.
Customer expectations are defined by what the customer wants from a product, service, or organization. Find out how you can identify and manage these expectations.
We’ve compiled a list of effective customer service email templates that you can use in any support situation. Simply copy and paste them directly to your email or support software.
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