15 winning customer service phrases (+ 9 to avoid)

The words you use during a customer interaction can be the difference between a good customer experience (CX) and an incredible one. The right customer service phrases can help teams assist customers effectively, build long-term customer relationships, and provide an outstanding CX.

Below, we’ve compiled 15 of our favorite customer service phrases you can add to your daily conversations—and nine you should avoid at all costs. Read on to learn how to upgrade every customer interaction.

More in this guide:

Excellent customer service phrases for the early stages of the conversation

Incorporating positive, professional words for customer service into your daily interactions can set an upbeat tone for your team and establish customer courtesy. These magic words for customer service can help you start each call on the right foot and keep things positive while gathering information.

1. “How may I assist you today?”

This classic customer service phrase is equal parts polite and professional, and it lets the customer know you’re ready to listen and eager to help with whatever issue they may have.

Example:

2. “Great question! I will find the answer for you. Is it okay if I place you on a brief hold?”

You can’t have all the answers in your back pocket. When the customer drops a question you need to research, this phrase lets them know you’ll do what it takes to get the answer—but be sure to ask permission before you put the customer on hold. This quick check-in is courteous and demonstrates that you value their feelings throughout the customer interaction.

Example:

3. “Thank you for taking the time to explain that.”

A complex issue may take some time for your customer to explain. During their explanation, they may relive some negative feelings from their experience. After they finish, offer an authentic “thank you” as you process the details.

Example:

4. “From what I understand, the issue you’re experiencing is [paraphrase the issue].”

When you repeat information back to the customer, it shows them that you’re actively listening and processing the conversation. Summarize their issue into key points and confirm them with the customer. That way, they can correct misunderstandings or add details so you can start forming a plan.

Example:

Empathetic phrases for upset customers

A frustrated customer is often easy to read. Their inflection—even through messaging channels—can suggest they’re unhappy. Showing empathy is crucial when dealing with angry customers to help you prevent escalation while continuing to build stronger customer relations.

5. “I understand how frustrating that must be.”

Let the customer know you are on their team and understand how they feel. This phrase suggests that you’ve been in their position before and that you understand how to help them reach a satisfactory resolution.

Example:

6. “Thank you for bringing that to our attention. We understand it’s important to you.”

Show appreciation to the customer for telling you about an issue you might not have known existed with this classic phrase. It’s a quick and polite way to recognize their efforts and express gratitude for their feedback.

Example:

7. “I’m sorry you’re going through this.”

Being genuinely apologetic is a great way to transform an uncomfortable situation into a positive experience. This phrase communicates customer service skills like empathy, transparency, and assurance to learn from the mistakes that led to the issue.

Example:

8. “That would upset me, too.”

This phrase validates your customer’s feelings and creates a compassionate environment conducive to working toward a solution together. Once you’ve demonstrated to the customer that their issue has merit, and you would have reacted similarly, you can move forward more comfortably.

Example:

Customer service lines that offer solutions

Once the customer has fully communicated their issue, it’s your turn to offer solutions. What you say here can improve your customer experience or harm it—ensure you are saying the right things.

9. “I will make sure this gets resolved quickly.”

This phrase tells your customer that you are overseeing the plan of action and working quickly to resolve their issue. They will appreciate you taking ownership of the situation and value your customer-centric approach to ensure their satisfaction.

Example:

10. “While we are unable to do that, here’s what we can do.”

Sometimes, the customer may want a specific resolution after you exhausted all avenues to make it happen. When the answer is no, this phrase enables you to offer an alternative solution that you can provide.

Example:

11. “If you can [action], then I can [action].”

If a customer is frustrated, the last thing you want to do is add a task to their plate. However, some solutions require the customer to take the first step so you can do your part. Use this phrase to politely ask them to accomplish what you need them to do to help you resolve the issue.

Example:

12. “I’ve passed your feedback to our team.”

Customers want to know their feedback is being heard and taken seriously. Assuring them that you’ve looped in a team that can consider and implement their suggestions amplifies the voice of the customer and communicates their value to your business.

Example:

Perfect customer service phrases to end a call

You’ve handled the interaction splendidly, and you’re ready to wrap up the call. Here are a few perfect phrases for customer service reps to use at the end of the conversation.

13. “You can expect an update from us by [date/time].”

When a customer knows you’re actively working on their issue, they tend to be more patient during the process. Providing the customer with a tangible date or time for an update can put them at ease while allowing you to work behind the scenes to identify all possible solutions. You will convey reliability and build trust by communicating with the customer when you said you would.

Example:

14. “Please let us know if there is anything else we can help with.”

Show customer appreciation by extending an open invitation to reconnect if the customer has additional questions or issues. When customers know you’re willing to help them whenever they need assistance, they will be happier with your service.

Example:

15. “If you’re ready, I will connect you to the [manager or specialist].”

If you reached out to another internal resource for help with a resolution and you’re ready to connect them with the customer, ask the customer if they’re ready for the transfer. They may have another question or piece of information for you, so asking for their consent makes for a smooth transition. It’s also good practice to do a warm transfer or bring all parties on the line for introductions before disconnecting yourself from the call.

Example:

Power phrases for customer service to boost customer satisfaction

You can always add more good things to your customer service script to enhance the situation. You can inject these customer service words and phrases into any situation to improve the customer experience.

“I appreciate that.”

Add a sprinkle of positivity to the interaction with this statement of gratitude. Use the phrase as a follow-up to saying, “Thank you.”

“Absolutely.”

This magical one-word response is packed with positivity. It conveys complete agreement with the customer, is loaded with confidence and a sense of reliability, and builds trust.

“Definitely.”

This word reassures the customer that you will address their issue and that they will be satisfied with the resolution. It can also show that you are confident in finding a solution.

“Thank you for being our customer.”

Customer support teams are on the front lines and are often the first—and last—points of contact with your company. After a satisfactory resolution to a question or issue, wrapping up the call with this ultimate phrase of gratitude can leave the customer with a glowing experience that builds customer loyalty.

9 phrases to avoid in customer service (and what to say instead)

One or two negative phrases can quickly shift a conversation and result in an escalation. Here are customer service lines to avoid awkward interactions and help you deal with difficult customers.

1. “I don’t know.”

No one has all the answers, but customer service lines like this tell the customer that you aren’t interested in working toward a solution. You represent the brand, and this phrase can lead to a negative experience that the customer might not forget.

What to say instead:

2. “That’s not my job.”

This phrase can single-handedly cause permanent damage to your relationship with the customer. Not only is it unprofessional, but it shows them that you don’t care.

What to say instead:

3. “You misheard me.”

Even if the customer did mishear something you said, this negative phrase insinuates to the customer that they’re in the wrong. Build stronger customer communication with confident, positive language.

What to say instead:

4. “No, I can’t.”

Even when you don’t have options left, telling a customer you can’t do something could upset them and make them turn to a competitor. It’s critical to always use positive customer service words and phrases.

What to say instead:

5. “Actually.”

This word may come across as condescending and suggest that you’re correcting something that the customer was wrong about.

What to say instead:

6. “What else do you need?”

Your customers shouldn’t feel like they’re bothering you or that you’re rushing the call to satisfy call center metrics. This phrase has that connotation and can easily result in a bad experience.

What to say instead:

7. “I’m not the best person to help with that issue.”

Customer success and satisfaction are the goals of each interaction, but saying this tells the customer that you cannot help them—literally. Instead, position yourself as a resource to connect your customer with a specialist.

What to say instead:

8. “No.”

The phrase ‘no’ gives off a finality that is both rude and unhelpful. There are several positive ways to say no without saying it.

What to say instead:

9. “Calm down.”

Telling an angry customer to calm down is like throwing gasoline on a fire. It’s unprofessional and can damage the relationship instantly.

What to say instead:

Frequently asked questions

Boost your customer service with Zendesk

Now that you know how to pepper some positivity into your customer conversations, you can add value to your interactions and enrich every conversation. But if you want to truly upgrade your CX, consider a partner with expertise in the subject, like Zendesk. Our customer service solution helps teams create meaningful connections with their customers, scale their service offerings, and stay flexible through change.