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 and understanding, instilling trust in the customer. This results in improved satisfaction and retention. 73% of customers will choose a competitor after facing repeated bad service, stressing the expensive consequences of poor customer care.
Below are 20 phrases our customer support team found work best when serving clients. We also included 10 you should avoid and some extra tips on approaching different customer service scenarios.
Here are the most effective power words for customer service 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. You can also try using similar phrases like “Glad to help,” “Happy to be of service,” or “Happy to assist.”
🎬 Scenario: A customer contacts support with a general issue and needs guidance.
This phrase demonstrates a willingness to help and take ownership of the issue.
🎬 Scenario: Whenever a client needs to clarify an issue or has come across a problem with your product or service.
This confirms the customer’s issue and ensures that the agent in charge fully understands before proceeding with a solution.
🎬 Scenario: When a customer reports a complicated problem and you want to make sure that 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: 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.
This phrase conveys support and establishes a collaborative approach with the customer.
🎬 Scenario: When a customer reaches out for support and needs guidance navigating a complex issue.
This phrase is typically used at the end of the interaction to leave a positive, lasting impression and reassure the customer that they can always rely on your support.
🎬 Scenario: When a customer has just received assistance in resolving an issue with a product or service.
This reply expresses genuine excitement for positive feedback, making the customer’s experience more enjoyable.
🎬 Scenario: When a customer shares good news or a positive experience with your product or service.
This phrase communicates a strong willingness to help. It uses positive words for customer service to reassure the customer that their concerns will be addressed.
🎬 Scenario: When a customer asks about support options or requests assistance.
This phrase shows gratitude and acknowledges the customer’s role in improving the service or product.
🎬 Scenario: When a customer reports a problem or provides constructive feedback.
This phrase conveys determination to fix the problem and shows the customer that you’ll exceed their expectations.
🎬 Scenario: When a customer needs extra support or has a complex issue.
This phrase uses positive language in customer service to ensure transparency and keep the customer well-informed.
🎬 Scenario: When resolving an issue that will take time or involve multiple steps.
This phrase shows gratitude for the customer’s understanding during a longer process or wait time.
🎬 Scenario: When addressing a delay or resolving an issue that took some time.
This phrase emphasizes dedication to fixing the issue.
🎬 Scenario: When a customer feels disappointed or let down by a product or service.
This phrase shows appreciation for the customer’s ongoing trust and loyalty.
🎬 Scenario: When dealing with a long-term customer who encounters an issue.
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 to you 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.
“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 this particular issue.”
This phrase can sound negative and limit the customer’s sense of possibility. Instead of focusing on what is not available, emphasize what options or alternatives are available to them.
“Regrettably’ is often used as another word for ‘unfortunately’ in customer service to convey that a desired option is unavailable.
“Regrettably, that feature isn’t currently in our offerings, but let’s find a solution that works for you.”
Telling a customer they are wrong can come off as confrontational and damage rapport. You should always use language that encourages understanding and problem-solving.
“I see where you’re coming from. Let’s go over the details together, and I’ll do my best to clarify things for you.”
This phrase can seem rigid and unhelpful, leaving the customer feeling frustrated and unsupported. Don’t focus on what isn’t possible and emphasize the steps you can take.
“While our policy doesn’t cover that particular request, let me see how we can assist you in a way that works within our guidelines.”
This phrase conveys helplessness and can leave the customer feeling unsupported. Try to reassure them that you will do your best to find a solution.
“I understand how important this is to you. Let me see what I can do to assist you and find a way forward.”
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 software as a service (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.“
When your company makes a mistake, it’s crucial to acknowledge it with sincerity and offer a solution. An honest apology reassures the customers that their concerns will be addressed quickly.
Agent: “We apologize for the inconvenience. Let’s make sure that we resolve this to your satisfaction…
Acknowledging a customer’s frustration is an essential part of demonstrating empathy and showing that their concerns matter. Here’s how to approach this.
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?”
Once you’ve addressed the problem, it’s always a good idea to confirm that the customer is fully satisfied. Offering to answer any additional questions highlights your dedication to exceptional customer service.
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 or service. It’s a great idea to generate a 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 with additional features, we are happy to customize your offer.
If you have any questions or concerns, please let us know, and we’ll be happy to assist you.”
When a customer finishes a key task, offering detailed guidance for the next steps ensures that everything goes smoothly. Giving precise directions helps prevent misunderstandings and sets clear expectations.
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.”
When things go wrong, it’s essential to admit the mistake and apologize to the customer immediately. A well-crafted apology email should express regret and show that you’re committed to fixing the issue.
“Dear [Customer name],
We are sorry for the delay in processing your order and 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.
Best regards,
[Your name] [Your position] [Your company name]”
Checking in with customers through a follow-up message is a great way to learn about their experiences, gather their thoughts, and remind them of your continuous support.
“Hello [Customer name], it’s been a while since we last heard from you. I 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.”
Knowing how to ask customers for feedback properly creates an open line of communication that invites honest opinions and suggestions for improvement.
“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.”
Regular communication helps the clients feel valued and aware of the improvement we’re making based on their feedback.
“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.”
Keeping your customers informed about scheduled maintenance is essential for transparency and trust.
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 customer communication and ultimately enhance their overall experience with your brand. 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.
Follow our blog for tips and strategies to improve your customer service approach!
Iustina is a curious copywriter with an analytical mind and a demonstrated history in the advertising industry. She likes mixing words with data and is passionate about human behavior. When she's not at her work desk, you'll probably find her enjoying refreshing tea flavors, spilling stories on paper, or binge-watching true-crime documentaries.
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