Need ready-made phrases for customer service? Check out 65 examples!

Use ready phrases for treatment to the client can turn a good experience into a great one and improve your brand's reputation. On the other hand, inappropriate phrases can compromise the interaction and turn it into a negative experience.

Improving your ability to convey information in a concise and friendly manner will yield superior results, after all, the words we choose to use have a huge influence on communication. 

Do you want to turn your online service interactions into positive experiences? Check out below 65 phrases that will help you!

65 phrases to use in customer service

The language you use can directly affect a customer's purchase decision and their impression of your company and brand. Data from the recent study “The Power of Brand Relationship Design”, carried out by R/GA, indicates that disappointment with the first experience leads to 50% of Brazilians not to repeat their purchases.

Remember: when a customer seeks a online service, he is in pain that needs to be addressed properly. If the interaction is positive – even if the demand is not met – it is more likely that this will bear fruit for your brand. So, learn how to use ready-made sentences to your advantage.

5 phrases ready to greet at the beginning of the service

What you say at the beginning of the customer interaction is crucial. It is the basis for all subsequent communications, so a warm, sincere and positive greeting is essential. The importance of identifying yourself at the beginning of the treatment is already understood due to the personal connection created. Here are some receptive messages that can be used:

1. Good morning / good afternoon, thank you for calling [name of company]. My name is [name of attendant]. How can I help you?
2. Thank you for calling [company name] today. My name is [name of attendant]. I'm here to assist you.
3. Hi, thank you for contacting [company name]. My name is [name of attendant]. How can I help you today?
4. Nice to meet you!
5. Would you rather be called [first name] or [Mr. X / Mrs. X]?

6 phrases to align demands with the customer

When a customer describes a problem, question or request, it is often necessary for agents to ask for additional information. Sometimes, this is the only way to diagnose the problem and find a solution. Try to use engaging and positive language for additional details Here are some suggestions:

6. As I understand it, the problem you are facing is [paraphrase problem].
7. I've read the conversation so far [when you have access to the customer's demand history, the agent can find out so the customer doesn't have to repeat the problem].
8. May I ask why [what for] this?
9. I would love to understand more about [the demand, the need, the problem].
10. Feel free to correct me if I don't understand something.
11. So that I can [correct/determine the source of the problem, etc.] it would be great if you could [action required, such as answering some technical questions to assist in the demand alignment process].

8 phrases for when you can't give an immediate answer

There are contacts that generate longer demands due to internal processes that must be followed, so they cannot be resolved immediately. If you need to buy time to find a solution, you can use the following ready phrases for customer service:

12. I'll investigate what's going on and get back to you by [date and/or time].
13. This will be fixed in [date/time, when the technician is scheduled, for example].
14. I don't know, but I'll find out so we can solve it.
15. Is it okay if I put you on a short hold?
16. I will transfer you to [specialist or manager].
17. That's not possible right now, but what I can do is [workaround].
18. We will find a solution.
19. Great question! I'll figure it out for you!
20. What I'm going to do for you now is [describe next move].

5 phrases for when the problem is technical and the solution depends on the customer's actions

Many customer services are solved through guidance, user-friendly instruction, simple and easy to perform. Write down these ready-made phrases that will help you drive communication:

21. If you can [customer operations, such as resetting the modem], I can [customer operations, such as checking modem operations].
22. What I want/will do is [specify actions that will solve the problem].
23. This is one way to solve this problem [when there are other alternatives].
24. Here's what you can do to [solve the demand].
25. If you can do that [describe the step by step] it will solve the problem.
26. We suggest that you [describe recommendations].

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9 phrases to show empathy for customers and reassure them

When talking to customers, it's important to actively recognize what they're talking about. This can usually be achieved with a single-word response with a positive connotation, but it may be helpful to include some useful response phrases in the repertoire. Here are some phrases that work:

27. I understand that this situation is very difficult.
28. I apologize for the inconvenience.
29. I completely understand why you want this.
30. I'm sorry you feel this way.
31. I will solve this problem quickly for you.
32. I know this situation is very difficult, but don't worry, we will find a solution for you.
33. If that happened to me, I would feel the same way. Let us resolve this impediment.
34. Sorry to hear you encountered these issues. Let's resolve this issue as soon as possible, ok?;
35. We can certainly help you with that.
36. Thanks for alerting us to this. We appreciate your comments. Now let's see how we can fix things.

7 ready phrases for customer service when the problem can be solved

Building relationships with customers is very beneficial. Using the customer's name or even a nickname is a simple technique that can help. See the ready-made phrases that can be used when the demand can be met:

37. We can definitely help you with that.
38. Let me make things better for you.
39. I'm more than happy to help.
40. I am happy to serve you.
41. You can always count on us to help you.
42. We will definitely help you in this regard.
43. That's what I can offer you / do.

8 phrases when the problem cannot be solved

Interact with angry customers can be quite a challenge. Maintaining a positive attitude is critical in order to stimulate the customer's good mood. At all times the language used when interacting with the customer is very important, especially when they are angry. The following sentences demonstrate how to better handle these situations:

44. I wish I could help more, but [your request is beyond our capabilities or another add-on].
45. Your feedback is very valuable to us, so we appreciate you taking the time to call, [Mr. X / Mrs. X].
46. I would like to call back to give you an update regarding [demand, complaint, question, request. When would be the best time to contact you?
47. I totally understand how you feel [Mr. X / Mrs. X].
48. I'm sorry for the inconvenience this has caused you [Mr. X / Mrs. X].
49. Thank you for your understanding [Mr. X / Mrs. X]. We are doing everything we can to resolve your issue quickly.
50. Our apologies for letting you go through this.
51. Sorry, that's not possible right now, but I can offer that… [when there are countermeasures].
52. We are currently unable to accommodate this. What I can do is [suggest alternatives].

12 sentences to complete the call

The way to end the service is very important, because this will be the final interaction between the customer and the service provider's representative (attendant). Naturally, the final message will be influenced by the completion of the demand. Check out some ready phrases for customer service in the last stage of online interaction:

53. I'm happy to help.
54. Thank you for understanding.
55. Thanks for reporting this issue.
56. Thank you for bringing this to our attention.
57. Thanks for your feedback.
58. I have forwarded the feedback to our responsible team.
59. Is there anything else I can do for you?
60. If you need anything else, call back.
61. Thank you for calling [Mr/Mrs name]. Your feedback is very valuable to us. If you have any questions, please feel free to call us again.
62. I am very pleased that we were able to help you today [Mr/Mrs name]. Call back if you need help.
63. Thank you for contacting us.
64. Thank you for being our customer.
65. Have an excellent day.

How to do online service at home office

A large part of the workforce started working remotely in 2020. From then on, service via home-office has become an alternative that will continue to be explored in the long term, mainly because of its numerous benefits for better operational performance.

At the same time, telecommuting may not be put to good use without good practices for out-of-office support. Thinking about the importance of establishing a positive and adequate interaction between your team and your customers, we have developed an article that will help you prepare for this new reality.

Click here to learn best practices for attend online at the home office and assertively use the ready phrases for customer service.