Customer Service Phrases and Positive Words

Words that Work

NOTE: Below is a list of positive word choices that can be used to assist in providing an Exceptional Experience!

Words that work for...

• De-escalating an upset caller:
  • "Let's make things right."
  • "We'd be happy to make things better / right."
  • "Please let us make things right by..."
  • "I'll get this sorted out."
  • "I'll fix these issues for you."
  • "I'll make things right."

• Offering Assistance:
  • "I'd be more than happy to help you with that."
  • "It's my pleasure to be of assistance."
  • "I'm glad to be of service."
  • "I'm here to help."
  • "I would be delighted to help."
  • "What can I do to assist you best in this situation?"
  • "Is there anything else I can do for you today?"
  • "While that isn't possible right now, I can..."
  • "Currently, that is a limitation. What I can do is..."
  • "Let's go ahead and get you scheduled"

• Demonstrating Empathy:
  • "I sincerely apologize for..."
  • "I understand where you're coming from."
  • "I'd feel _____ too."
  • "That would frustrate / upset me too."
  • "I am sorry to hear that."
  • "I absolutely agree with you"

• Gathering the correct information:
  • "Let me get back to you on this."
  • "Please give me a moment to double check that I have the right answer."
  • "I want to make sure I give you the correct information. Would it be okay for me to get back to you on this?"
  • "I want to make sure I understood everything correctly."
  • "Please feel free to correct me if I've misunderstood anything."
  • "Let me confirm if we have sent this out."
  • "May I... (Versus Can I)"
  • "I am not showing that on my records but, let me see what I can find out."
  • "I can certainly check on that for you."

• Escalating the call/Transferring the call:
  • "Do you mind waiting for a moment while I get our Center on the line?"
  • "It would be a good idea to have our Center involved, since they would handle this particular concern."
  • "Let me forward this matter to our ___ team. They are better able to help you with this."
  • "I'd be happy to get you a supervisor. Can you please tell me what this is pertaining to so that I can get the correct person for you?"

• Demonstrating Appreciation:
  • "I appreciate your..."
  • "We appreciate you."
  • "I'm sincerely grateful for..."
  • "Thank you so much for providing that information."

• Gathering Feedback/Complaints:
  • "Your feedback is valuable to us. Thank you for these recommendations."
  • "I apologize for any inconvenience you have experienced, please allow me the opportunity to get this corrected for you."
  • "I'm so glad to hear..."
  • "Thank you so much for bringing this to our attention."

Positive Words

EDITED: 01/19/2022