Customer Service Phrases That Actually Work: 50+ Real Examples (+ 19 to Avoid)

In customer service, what you say (and how you say it) can make all the difference. One careless phrase can undo months of trust. The right one can turn a complaint into a thank-you.

This guide breaks down the most effective customer service phrases to use and the most common ones to avoid. Whether you’re writing emails, replying in chat, or talking on the phone, these phrases will help your customer service team effectively communicate with more empathy, clarity, and confidence.

Bonus: We’ve also included real phrases our own customer support team members at Hiver love to use every day.

Table of Contents

• Why Using Customer Service Power Words Matters in Support Interactions
• 50+ Excellent Customer Service Phrases for Common Scenarios
  • When You’re Building Rapport with a Customer
  • When the Customer is Angry or Frustrated
  • When There’s a Delay or Outage
  • When You Don’t Know the Answer
  • When You Need to Transfer or Escalate
  • When You’re Trying to Solve a Problem
  • When You’re Communicating the Resolution or Fix
  • When You Need to Say No 
  • When You’re Following Up
  • When You’re Closing the Conversation
• 19 Customer Service Phrases to Avoid (and What to Say Instead)
  • Avoid Phrases That Sound Dismissive or Cold
  • Avoid Robotic or Scripted Language
  • Avoid Phrases That Deflect Responsibility
  • Avoid Unclear or Vague Responses
  • Avoid Phrases That Close the Door Too Quickly
• Use Customer Service Phrases That Help You Be Clear, Kind, and Human
• FAQs on Customer Service Phrases
• Start using Hiver today

Why Using Customer Service Power Words Matters in Support Interactions

Most people don’t reach out to support when things are going smoothly. They reach out when they’re confused, stuck, or already frustrated.

And when they do, what you say — and how you say it — can make all the difference.

That means every interaction has impact, often beyond just solving the immediate issue.

Let’s say a customer’s been on hold for 20 minutes. The customer support agent picks up and says: “How can I help?”

It’s polite. But it doesn’t acknowledge what the customer just went through. Now, imagine the support agent says: “Thanks so much for your patience. Let’s get this sorted out right away.”

It’s a small change—but one that signals you’re aware, you care, and you’re ready to help. And in support, that’s everything.

50+ Excellent Customer Service Phrases for Common Scenarios

Below, you’ll find 50+ customer service responses tailored to real-world situations your team handles every day. These examples are designed for support channels like email, chat, or phone — and written to sound human, not robotic.

Here’s a quick cheat sheet to match your tone to the moment.

Scenario	Recommended Phrase	When to Use It	Why It Works
Dealing with a frustrated/upset customer	“I completely understand how frustrating this must be.”	When acknowledging emotional discomfort	Validates their feelings without being defensive
You’re waiting on an internal update	“I’m checking with our team now and will keep you posted.”	While waiting on backend or product team for help	Shows action behind the scenes — customer knows they’re not forgotten
There’s a delay or outage	“We’re aware of the issue and our team is actively working to fix it.”	When there’s a known delay/system issue	Transparent and proactive; helps prevent multiple follow-ups
Customer is confused about next steps	“Let me walk you through how that works.”	When they ask about a process or feature	Adds personal attention, avoids sounding dismissive
You’re transferring them to someone else	“I’ll introduce you to [Name], who’s best equipped to help with this.”	When passing them to a different team	Feels like a warm handoff — not abandonment
They’re waiting longer than expected	“I know you’ve been waiting — I appreciate your patience.”	When there’s a queue or long resolution time	Acknowledges delay and shows empathy
You’re closing the support conversation	“Is there anything else I can help you with today?”	Before ending the chat/email/call	Keeps the door open for anything unresolved

Now, let’s look at these phrases in more detail, starting with how to build genuine rapport from the very first message.

When You’re Building Rapport with a Customer

Rapport isn’t just small talk. It’s the foundation for smoother conversations, easier resolutions, and better outcomes. A few well-placed words can go a long way in putting customers at ease, making them feel heard, respected, and more open to collaborating on a solution.

Here are some phrases that can help set the tone early in the customer service interaction:

1. “How’s your day going?”

When to use it: At the very beginning of a live chat or phone call — especially if the tone feels tense or rushed.
Why it works: It makes the conversation human. You’re showing that you see the customer as a person, not just a case. It also subtly encourages customers to lower their guard and engage more openly.

2. “I’m here to help you.”

When to use it: After the customer shares their issue or at the end of your opening message.
Why it works: It instantly shifts the dynamic. Instead of sounding transactional, it creates a tone of support and partnership. It also reassures anxious customers who may have had poor service experiences in the past.

3. “Is there anything else you’d like to know?”

When to use it: Toward the end of the conversation, before wrapping up.
Why it works: Many customers hesitate to ask “one more thing” unless invited. This question opens the door for clarification and shows you’re not rushing to get them off the line. It also reduces the chance of follow-up tickets.

4. “Here’s what I can do to help you resolve this.”

When to use it: Right after understanding the customer’s problem, especially when managing expectations.
Why it works: This phrase combines empathy with action. It avoids overpromising while reinforcing that you’re taking ownership. It also shifts the focus from the problem to the solution.

When the Customer is Angry or Frustrated

Angry customers aren’t just upset about a bug or delay, they’re often feeling ignored, stuck, or let down. And when emotions run high, even a well-meaning phrase can land the wrong way.

The key? Stay calm, avoid defensiveness, and use language that validates the customer’s frustration while gently guiding the conversation forward. Here are phrases to help you do that:

5. “I understand this must be frustrating/disappointing/confusing.”

When to use it: Right after the customer explains the issue.
Why it works: You’re naming the customer’s emotion without being dramatic. This helps the customer feel heard and not dismissed.

6. “I’m really sorry you’re going through this. Let’s work on fixing it together.”

When to use it: Early in the conversation, especially when the issue clearly caused trouble.
Why it works: It combines a human apology with a forward-looking tone. You’re showing empathy and taking ownership — without assigning blame.

7. “Thank you for bringing this to our attention — I understand how important it is.”

When to use it: When the customer reports a bug, gap, or repeated issue.
Why it works: It reframes the complaint as useful input. You’re acknowledging the issue while reinforcing that their voice matters.

8. “I appreciate your feedback. Let’s see how we can turn this around.”

When to use it: When the customer is critical or disappointed, but still engaged.
Why it works: This phrase doesn’t dismiss their frustration. It shows you’re willing to collaborate and work toward a better outcome.

9. “I’m sorry this happened. I’ll make sure we resolve this as quickly as possible.”

When to use it: After confirming what went wrong and before taking action.
Why it works: You’re offering empathy + reassurance + speed — a combo that helps restore trust in the middle of an emotional moment.

When There’s a Delay or Outage

Shipping delays, payment glitches, system outages – these are some of the most common reasons customers reach out. But they’re also moments where genuine empathy, clear communication, and proactive updates can turn a poor customer experience into a chance to build trust.

Here’s how to respond when time’s ticking and tensions are rising:

10. “I apologize for the delay, and I completely understand how frustrating this must be.”

When to use it: At the start of the conversation when addressing a known delay.
Why it works: You’re not just saying sorry — you’re recognizing the impact of the delay. It shows empathy and personal acknowledgment.

11. “Let me check the status of your order and share an update.”

When to use it: When a customer is unsure about where things stand.
Why it works: This phrase shows you’re taking immediate action and reassures the customer that they’re not being ignored.

12. “Thank you for your patience while we work through this.”

When to use it: Mid-conversation or after sharing a temporary workaround or ETA.
Why it works: Expressing gratitude softens frustration. It signals that you’re aware of the inconvenience and value their understanding.

13. “I’ll make sure we keep you updated as soon as we know more.”

When to use it: When there isn’t an immediate fix or ETA.
Why it works: Proactive communication prevents repeat tickets. It builds trust by showing the customer you’re thinking ahead.

14. “I’ll personally make sure this gets followed up on.”

When to use it: If the delay or outage requires internal escalation.
Why it works: Adds a layer of accountability, especially powerful when customers feel stuck or passed around.

When You Don’t Know the Answer

No one expects you to know everything on the spot — but how you respond when you don’t know something is just as important as when you do.

Instead of defaulting to “I’m not sure,” use language that shows ownership, curiosity, and commitment to helping the customer.

15. “That’s a great question. Let me check with my team and get back to you.”

When to use it: When the question is valid but outside your immediate expertise.
Why it works: It validates the customer’s inquiry and shows that you’re not brushing it off. “Great question” also reframes it positively.

16. “Let me find that out for you. I want to make sure I give you the most accurate information.”

When to use it: When you don’t want to guess, but still want to reassure them you’re on it.
Why it works: It pairs honesty with action. You’re not pretending, you’re committing.

17. “Can I take a moment to double-check that for you?”

When to use it: During a live chat or call, when you need a short pause.
Why it works: Keeps the conversation flowing without awkward silence — and avoids giving rushed or inaccurate answers.

18. “I’ll dig into this and circle back by [specific time/date].”

When to use it: For non-urgent but unresolved issues.
Why it works: It gives the customer a clear expectation — and makes follow-through easier for you.

19. “Thanks for your patience. I’m confirming this with the right team now.”

When to use it: If the customer is waiting during escalation or internal back-and-forth.
Why it works: Combines gratitude with a progress update, so they don’t feel forgotten.

When You Need to Transfer or Escalate

There are times when a customer’s issue needs input from another team — technical, billing, leadership. But what matters most in these moments is how you hand off the conversation.

Escalations and transfers often feel like dead ends to customers. Your goal is to make them feel like they’re still being supported, not passed around. Here are the right customer service phrases that help do just that:

20. “I’m going to connect you with [name or team]. They’re best equipped to help with this.”

When to use it: When the issue clearly requires another team’s expertise.
Why it works: It sets expectations, keeps the transfer warm, and reassures the customer that they’re not being bounced.

21. “Let me loop in a specialist who can take this from here.”

When to use it: When handing off mid-conversation or via email.
Why it works: The phrase feels collaborative — you’re not disappearing, you’re staying with them through the transition.

22. “I’ve shared the details with [team/person], and they’ll get back to you shortly.”

When to use it: Post-transfer, or when giving a timeline after escalating.
Why it works: It confirms that action has been taken and prevents the customer from repeating themselves or following up unnecessarily.

23. “I’ll make sure this is escalated to the right person for immediate attention.”

When to use it: When the issue is high priority or time-sensitive.
Why it works: Combines urgency with ownership — the customer knows you’re advocating for them internally.

When You’re Trying to Solve a Problem

Problem-solving is where trust is won (or lost). Customers don’t just want a fix. They want clarity, patience, and the sense that someone’s truly working with them.

Here are phrases that show you’re taking the issue seriously and handling it with care:

24. “Let me make sure I understand this correctly…”

When to use it: After the customer explains the issue, especially if it’s complex.
Why it works: It slows things down, shows active listening, and avoids jumping to conclusions. Customers appreciate not being rushed.

25. “Could you walk me through what happened so I have all the details?”

When to use it: When you need more context, like a customer’s history or timeline of events, to fully understand the issue.
Why it works: It encourages clarity without blame. You’re positioning yourself as a partner in solving the issue — not interrogating them.

26. “I see where you’re coming from.”

When to use it: If the customer feels they’ve been misunderstood or let down.
Why it works: It acknowledges their perspective without taking sides — useful when emotions are high but the issue is still unclear.

27. “I’ll keep you updated every step of the way.”

When to use it: Once you’ve started investigating or working on the fix.
Why it works: Transparency builds trust. Customers feel less anxious when they know when to expect updates.

28. “I appreciate your patience as we work through this.”

When to use it: Mid-resolution, especially during delays or when more time is needed.
Why it works: This phrase recognizes the effort they’re putting in — waiting, repeating details, staying on the line. That acknowledgment goes a long way.

29. “I’ll personally make sure this gets resolved to your complete satisfaction.”

When to use it: Toward the end of a tough customer support conversation, once you’ve taken clear ownership.
Why it works: It communicates your company’s commitment and accountability — two things customers crave when they feel let down.

When You’re Communicating the Resolution or Fix

You’ve figured out the issue — now it’s about closing the loop with clarity and care. The way you communicate a resolution can shape how the entire conversation is remembered.

Here’s how to make sure customers feel supported, not rushed out the door:

30. “Here’s what we can do to resolve this…”

When to use it: Right before offering the fix.
Why it works: It transitions the conversation from problem to solution while setting up a clear path forward.

31. “Would [solution] work for you?”

When to use it: When offering a workaround, partial fix, or alternative solution.
Why it works: It puts the customer in control. Instead of dictating, you’re collaborating. 

32. “This issue is now resolved, but I’m here if anything else comes up.”

When to use it: At the end of the conversation after you’ve shared the solution.
Why it works: Confirms closure but keeps the door open. It shows you’re not vanishing once the “ticket is closed.”

33. “If you need further assistance, I’ll be right here.”

When to use it: When wrapping up, especially in live chat or real-time conversations.
Why it works: It’s warm and informal, and helps the customer feel they’re still supported.

34. “Can I help you with anything else while I have you here?”

When to use it: After confirming the issue is fixed.
Why it works: It makes the customer feel valued beyond the issue at hand — and can surface related concerns you can help with right away.

When You Need to Say No

Saying “no” is one of the hardest parts of customer service. The customer’s made a request, they’re hopeful, and your job is to turn them down — without making them feel shut down.

The goal isn’t just to deny. It’s to:

• Acknowledge the request
• Show you’ve considered it
• Offer the closest possible next step

Here’s how to say “no” with empathy and clarity:

35. “As much as I’d love to help with that, here’s what I can do…”

When to use it: When you genuinely can’t grant a request, but there’s a partial or related solution.
Why it works: Opens with empathy, then pivots quickly to action, which softens the rejection.

36. “That isn’t something we’re able to offer right now, and here’s why…”

When to use it: When you need to explain a limitation clearly (e.g., pricing, exceptions).
Why it works: Adds transparency, especially when the reasoning is fair and well-explained.

37. “I completely understand why you’d ask. While it’s outside our current policy, I can help with this instead…”

When to use it: For policy-based “no’s” where the customer’s request is reasonable.
Why it works: Validates the customer’s thinking before you redirect

38. “That option isn’t available, but let’s work together to find the next best thing.”

When to use it: When you want the customer to stay engaged in solving the issue.
Why it works: Turns the conversation collaborative — instead of transactional

When You’re Following Up

A thoughtful follow-up is more than just a courtesy. It’s a signal that you care about the outcome, not just closing the ticket. It builds trust, reduces repeat outreach, and helps customers feel genuinely supported.

Here are common customer service phrases that help you follow up with clarity and care:

39. “I wanted to share a quick update on your issue…”

When to use it: Mid-resolution, before the customer follows up.
Why it works: Shows proactivity. The customer doesn’t have to chase you.

40. “Thanks for taking the time to speak with me earlier. Here’s where we stand…”

When to use it: When referencing a past call or live chat.
Why it works: Reminds the customer of the context and transitions naturally into the update.

41. “Just checking in to see if everything’s working as expected now.”

When to use it: After a fix has been applied and time has passed.
Why it works: It shows care without hovering — helpful for post-resolution reassurance.

42. “We’re still working on this, and I’ll keep you updated as soon as I have more information.”

When to use it: When the issue is still open but progress is ongoing.
Why it works: Prevents radio silence and sets a clear expectation — without overpromising.

43. “If anything else comes up, I’m just an email (or call) away.”

When to use it: To close a follow-up message or email thread.
Why it works: Leaves the door open, but in a friendly, unobtrusive way.

When You’re Closing the Conversation

The last thing you say can leave a lasting impression — just like the first.

A good closing doesn’t just mark the end of a conversation. It wraps things up with warmth, confirms the resolution, and lets the customer know they’re always welcome to reach out again.

Here are a few ways to close the loop with empathy and care:

44. “Is there anything else I can help you with today?”

When to use it: Before ending a call, chat, or email.
Why it works: It gives the customer space to raise final concerns — and shows you’re not rushing them out.

45. “Thank you for being our customer.”

When to use it: Anytime, really — but especially at the end of a conversation.
Why it works: It’s a simple phrase that reinforces that their business matters to you.

46. “We’re grateful for your continued support.”

When to use it: For returning customers or long-time users.
Why it works: Loyalty isn’t a given. This makes them feel recognized and appreciated.

47. “Thank you for your feedback. It helps us improve.”

When to use it: When the customer shares a complaint, idea, or suggestion.
Why it works: Even critical feedback deserves acknowledgement. This shows you value it, not just tolerate it.

48. “If you’re ready, I’ll connect you to [manager/specialist].”

When to use it: When moving them to the next stage.
Why it works: It adds control and clarity to the handoff.

49. “If this comes up again, please don’t hesitate to reach out.”

When to use it: After resolving an issue that might reoccur.
Why it works: Encourages repeat contact, which helps prevent frustration from building up silently.

19 Customer Service Phrases to Avoid (and What to Say Instead)

Some phrases, even if well-intended, can come across as cold, defensive, or dismissive. They may be habits or carry over from internal shorthand, but to customers, they can quickly sound like: “We don’t care.”

This section isn’t about scripts. It’s about awareness. The goal is to help you spot language that creates friction — and swap it out for something more thoughtful, clear, and customer-friendly.

Before we dive into specific phrase categories, here’s a quick reference table comparing common pitfalls and better alternatives:

❌ Don’t Say	✅ Say Instead	🧠 Why It Works
“Calm down.”	“I understand how frustrating this must be.”	Validates emotion instead of sounding dismissive or patronizing
“That’s our policy.”	“Here’s what we can do in this situation…”	Focuses on solutions, not bureaucracy
“I don’t know.”	“Let me find out for you.”	Keeps ownership of the issue — shows initiative
“You’re wrong.”	“Let’s take another look at that together.”	Avoids blame — feels collaborative, not combative
“That’s not my department.”	“Let me connect you with the right person who can help.”	Shows teamwork and creates positive customer service experiences
“Like I said…”	“To recap…” or “Just to clarify…”	Avoids condescension and repetition — sounds helpful, not annoyed
“You need to…”	“What you can do is…” or “Here’s what works best…”	Suggests, rather than commands — more customer-friendly tone
“We’re short-staffed right now.”	“We’re currently experiencing higher volumes — thank you for your patience.”	Keeps it professional while acknowledging the delay
“I can’t help you with that.”	“Here’s what I can do to help.”	Focuses on possibilities — turns a “no” into a partial “yes”
“It’s not our fault.”	“Let me see how we can make this right.”	Moves the focus from blame to resolution

Now, let’s break these down by category, starting with the ones that can easily sound impersonal or cold.

Avoid Phrases That Sound Dismissive or Cold

Customers reach out when they’re confused, delayed, or frustrated, and how you respond in those moments can either reassure them or push them further away.

Some phrases sound harmless but send the wrong message. Here’s what to avoid — and why:

1. “Whatever.”

Why to avoid it: It signals indifference. Even if said casually, it can come across as: “I don’t care about this conversation.”
What to say instead: “Let’s figure this out together.”

2. “That’s just the way it is.”

Why to avoid it: It shuts down the conversation and makes it sound like the customer’s input doesn’t matter.
What to say instead: “Here’s what we can do within our current process. I’ll share any alternatives that might work.”

3. “I don’t know.”

Why to avoid it: Honesty is good. But this phrase, on its own, leaves the customer in limbo.
What to say instead: “Great question—I’ll find that out and get back to you shortly.”

4. “Please calm down.”

Why to avoid it: It’s condescending, even if meant kindly. Telling someone how to feel rarely helps.
What to say instead: “I understand how frustrating this must be—let’s work through it together.”

5. “I can’t help you with that.”

Why to avoid it: It leaves the customer with a dead end. Even if true, it lacks direction.
What to say instead: “Let me connect you to someone who can assist with this.”

Avoid Robotic or Scripted Language

Customers reach out expecting a real person, not a copy-pasted line that’s been used a thousand times before. Even if your intent is good, some phrases sound so generic they lose meaning.

Here are a few to retire and what to say instead:

6. “Your call is important to us.”

Why to avoid it: This phrase is so overused, it often feels insincere — especially after a long wait.
What to say instead: “Thanks for waiting. I really appreciate your patience. Let’s get this sorted.”

7. “I apologize for any inconvenience caused.”

Why to avoid it: It’s polite, but robotic. The phrase lacks emotional weight or specific empathy.
What to say instead: “I’m sorry this caused a delay. I can see how frustrating that must be.”

8. “It’s not our policy.”

Why to avoid it: Policies matter, but this phrasing makes it sound like you’re brushing the customer off.
What to say instead: “Here’s what we can do within our current policy. Let’s see if that works for you.”

Avoid Phrases That Deflect Responsibility

When a customer reaches out, they’re looking for ownership — not excuses, redirections, or handoffs. Even if you’re not the person who can solve the issue, you are the person they’re counting on to move things forward.

Here’s what to avoid, and how to take accountability without overpromising:

9. “That’s not my problem.”

Why to avoid it: It signals indifference — even if it’s true that it’s outside your scope.
What to say instead: “Let me get the right person looped in to help you with this.”

10. “There’s nothing I can do.”

Why to avoid it: It ends the conversation before offering any direction.
What to say instead: “Here’s what I can do right now to move this forward…”

11. “That’s impossible.”

Why to avoid it: It sounds like you’re stonewalling, not working toward a solution.
What to say instead: “That’s not something we can offer at the moment, but here’s what we can try instead.”

12. “That’s not my department.”

Why to avoid it: Customers shouldn’t have to navigate your org chart.
What to say instead: “Let me connect you to someone who can help. I’ll explain the situation so you don’t have to repeat yourself.”

Avoid Unclear or Vague Responses

Clarity builds confidence. But vague responses can leave customers more confused — and less trusting than when they first contacted you.

Here are some phrases that weaken the conversation:

13. “I guess…”

Why to avoid it: It makes you sound unsure — or worse, like you’re making things up.
What to say instead: “Let me double-check that and get back to you with a clear answer.”

14. “You’ll have to wait.”

Why to avoid it: Sounds like a command — not a conversation.
What to say instead: “This may take about [X] minutes — thanks for your patience.”

15. “Please hold.”

Why to avoid it: On its own, it’s incomplete and can feel abrupt.
What to say instead: “I’m going to check this for you. It’ll take about a minute. Is that okay?”

Avoid Phrases That Close the Door Too Quickly

Sometimes, a customer asks for something you simply can’t do. But even in those moments, how you say ‘no’ matters.

Responses that sound final, blunt, or dismissive can make customers feel like you’re trying to wrap things up too quickly.

Here are a few phrases that can unintentionally shut down the conversation:

16. “No, I can’t.”

Why to avoid it: It’s abrupt and gives no context or direction.
What to say instead: “Here’s what I can help with…”

17. “What else do you need?”

Why to avoid it: Can sound impatient or accusatory, especially in writing.
What to say instead: “Is there anything else I can assist you with today?”

18. “We don’t offer that.”

Why to avoid it: It’s a hard stop and it leaves the customer without options.
What to say instead: “That’s not something we offer right now, but here’s a workaround that may help…”

19. “You’re wrong.”

Why to avoid it: It escalates instantly, even if you’re factually correct.
What to say instead: “Let me clarify how that works…”

Use Customer Service Phrases That Help You Be Clear, Kind, and Human

In customer service, every interaction is a chance to either build or lose trust..

Whether you’re de-escalating a tense situation, walking someone through a solution, or simply closing a conversation on a high note, your words carry weight. They can shape how customers feel not just about the issue at hand, but about your team, your service, and whether they want to come back.

The best customer service representatives know it’s not about sounding perfect. It’s about sounding human, clear, and calm while ensuring you and your customers are always on the same page.

So choose your phrases with intention. Listen fully. And speak like someone who’s here to help, because that’s what great customer service really sounds like.

FAQs on Customer Service Phrases

1. What are the 7 forbidden phrases in customer service?

Avoid these phrases to maintain positive customer interactions:

• “That’s not my job.”
• “Calm down.”
• “I don’t know.”
• “That’s our policy.”
• “You’re wrong.”
• “There’s nothing I can do.”
• “Whatever.”

These expressions can come across as dismissive or unhelpful, potentially damaging customer trust.

2. What should be avoided in customer service communication?

Steer clear of:

• Dismissive language.
• Vague or unclear responses.
• Robotic or scripted phrases.
• Deflecting responsibility.
• Rushing to close conversations.

3. What are powerful words to use in customer service?

Incorporate these impactful words to enhance customer interactions:

• “Understand”
• “Appreciate”
• “Assure”
• “Resolve”
• “Absolutely”
• “Certainly”
• “Now”
• “Happy to help”

These words convey empathy, confidence, and a commitment to assisting the customer.

4. How can I say ‘no’ to a customer politely?

Instead of a direct “no,” consider:

• “While we can’t do that, here’s what we can offer…”
• “That option isn’t available, but let’s explore alternatives.”
• “I understand your request; however, here’s a solution that might work.

5. How do I handle a frustrated customer effectively?

Use empathetic and calming phrases such as:

• “I understand how this situation is frustrating.”
• “I’m here to help resolve this issue for you.”
• “Let’s work together to find a solution.”

Active listening and a calm demeanor are key to de-escalating tense situations.

6. What are some positive phrases to use in customer service?

Positive language fosters customer satisfaction and trust. Consider:

• “I’m happy to assist you with that.”
• “Thank you for bringing this to our attention.”
• “Let’s see how we can make this right.”
• “I appreciate your patience.”

7. Why is it important to avoid scripted language in customer service?

Customers value genuine interactions. Overly scripted responses can feel impersonal and may not address specific customer concerns effectively. Personalizing communication demonstrates attentiveness and builds rapport.

8. How can I improve my customer service communication skills?

To enhance your communication:

• Practice active listening.
• Use clear and concise language.
• Show empathy and understanding.
• Seek customer feedback and continuously learn.