Are you finding it difficult to keep your customers on the call with you?
A recent study shows that 65% of people prefer a casual tone in customer service, but this changes when a request is denied. In such cases, 78% said an overly casual tone made them feel frustrated or distrustful.
Finding the right tone for your team can be tricky since every brand has a unique style. To help, we’ve gathered 47 customer service phrases that are both friendly and helpful to make it easier for your team to connect with customers.
Professional phrases for customer service:
Happy To Help! – This phrase is perfect for starting or ending a conversation. It shows the customer that you’re eager to help and ready to assist if they face any issues. It reassures them that you’re on their side.
I See What You Mean. – A great way to ease customers’ concerns is to show you understand. Saying things like “I see what you mean” helps them feel supported and avoids the need to explain further.
Thanks For Reaching Out. – Let’s be real, no one likes contacting support. Most people prefer solving things on their own. So, when they do reach out, make sure to thank them for taking the time and effort to do so!
I Totally Understand. – This phrase helps put customers at ease. Reaching out for support can be stressful, as they might worry about being misunderstood or dismissed. Letting them know you understand their concern or frustration helps you connect with them during tough situations.
I’m Not Sure, Let’s Find Out! – Admitting you don’t know the answer can be helpful. Saying “I’m not sure” shows honesty, and using “let’s” makes customers feel like you’re working together to solve the problem.
I Know This Must Be Frustrating. – When you handle the same questions daily, it can be hard to stay empathetic. Phrases like “I know this must be frustrating” help remind you to put yourself in the customer’s shoes and approach the situation with fresh understanding.
I’m Sorry To Hear That You’re Having Trouble With This! – Your support team doesn’t want customers to have issues, but it can sometimes feel like they don’t care, especially if the problem has lasted a while. It’s important to reassure the customer by apologizing if necessary. Saying you’re sorry helps both your team and the customer feel better.
We’re Working On A Solution For This. – When someone’s in a tough situation, they want to know how soon it will be resolved. Giving a set timeline can backfire if you don’t meet it. Instead, letting the customer know you’re working on the issue helps rebuild trust and strengthen the relationship.
I’d Feel The Same Way! – This phrase shows the customer that your team is on their side and encourages support team members to be empathetic. Understanding the customer’s perspective helps create stronger connections.
Would You Mind [doing XYZ thing]? – Instead of saying, “I need you to do [xyz],” try asking, “Would you mind doing [xyz]?” Asking politely works better than forcing someone to agree with you.
That Is Very Helpful! – When someone contacts support, they might already feel unsure of themselves, wondering, “Why couldn’t I figure this out?” or “Shouldn’t I have tried harder before reaching out?” Your team has the perfect opportunity to ease those doubts by reassuring them that their input is valuable and they’re not alone.
From What I Understand… – Not everything is straightforward. Use this phrase to give the customer a chance to clarify if you’ve misunderstood. Repeating their concerns back to them can also help identify any missing details, making it easier for your team to reproduce and resolve the issue.
Let Us Know If You Have Any Other Questions. – Most customers don’t hesitate to ask questions, but this phrase is helpful for those who do. It shows them you’re there to help, even with things beyond their initial inquiry. It’s a great way to build trust and show your support.
Thanks For Giving Us A Heads-Up! – You’ve probably heard that for every customer who complains, 26 others stay silent. Doesn’t that one person deserve a thank you? Show appreciation when customers report issues—it can rebuild trust and encourage them to keep sharing feedback.
I’ll Let My Team Know About This. – Ignoring an issue or doing nothing is nearly as bad as overlooking it entirely. When a customer reports a problem or requests a new feature, it’s important to acknowledge their input and share the steps you’ll take. This shows them their feedback matters and isn’t being ignored.
Is There Anything Else That You Need Help With? – A recent survey found that 94% of online retailers offer email support, but 27% of replies are incorrect—yikes! To avoid missed issues, always invite customers to share any additional concerns or questions at the end of each interaction.
Thank You. – Make it a habit to thank everyone who reaches out to you, adding a touch of human kindness to every interaction.
I Can Help You With That! – When customers reach out after struggling with an issue, they may feel it’s their last hope. Start by assuring them you can help. Words like “absolutely” and “of course” create a positive and confident tone.
That’s A Great Question. – Customers may sometimes feel frustrated or embarrassed if they can’t find what they need, even after searching through your resources. Saying, “That’s a great question!” can help ease their worry and create a sense of equality in the conversation.
How’s Your Day Going? – It’s easy to rush into solving a problem when a customer reaches out, but it’s often better to approach the conversation like you would with a friend. Customer experience expert Jeannie Walters says that being empathetic and engaging is key to great customer service. Use as many helpful customer service phrases as possible during your chats.
I Just Wanted To Update You… – Some issues can’t be solved right away, but it’s important to keep your customers informed. Let them know you’ll keep them updated, and make sure to follow through. Whenever you have any news, share it with them. Even if there are no updates, check in every few days to show you’re still working on the issue.
We Really Appreciate You! – Appreciate your customers as frequently as you can. Did they give you a particularly useful bug report? Let them know you appreciate it! Did they leave a good review or respond kindly during a difficult interaction? Tell them how much you appreciate them. It will build an even more loyal bond between them and your brand.
It Sounds Like [x feature] Might Also Be Useful For You. – Know which features will help your customers succeed with your product. When they ask a question, suggest other features that might be useful. Offer helpful tips and tricks before they even know they need them, and encourage them to use more of the product.
May I Ask Why That Is? – Every company faces frustrated customers, and sometimes their frustration can feel overwhelming. Instead of reacting defensively, try to understand. Phrases like “May I ask why that is?” give the customer a chance to explain their feelings and what’s causing their frustration.
I’ve Read Through Your Request. – We’ve all experienced being passed around between customer service reps, and it’s frustrating! Your team should review all the details about a customer before responding. The more you understand their issue, the better their experience will be.
I Will Be Happy To Assist You. – Make sure the customer knows you’re happy to help, not just there to assist. This will help them feel at ease and hopeful that their issue will be resolved.
Quality service makes customers feel valued by providing thoughtful, respectful, and efficient support. It focuses on meeting their needs and ensuring their expectations are met and exceeded.
Looking to start a career as a virtual assistant in customer service? Join Virtual Professionals today and be part of our growing team!
Virtual Professionals 