Top 10 customer service phrases for success

Top 10 customer service phrases for success

Opinion ·

Spending years building a business, promoting it, and attracting customers could be damaged by one poor customer support interaction. While losing one customer may not sink your business, remember that getting a new customer will cost you 5 times more than retaining an existing one.

With millions of business owners forced to close down in the last two years, keeping costs low, saving resources, and making customers happy are more important than ever.

Making customers happy is not always an easy task. It requires attention to detail and constant improvements. In particular, choosing the right words to use when communicating with customers is of crucial importance.

When talking to a customer, your words matter. The way you phrase things can make a big difference in selling additional products or services and supporting the customer in solving problems. In this blog post, we present you 10 customer support phrases that you should use in your communication.

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10 Famous customer support phrases

More than the product or service you are offering, your words will shape the customer’s experience with your brand. Most customer support conversations sound the same. They often lack the personal touch that customers crave.

In customer support, the correct phrasing can be the difference between a satisfied customer and an angry one. Of course, you can't expect your agents to be mind readers. Your customer service team should have a list of go-to phrases they can use in different situations.

While these may be "stock" phrases, they will show your customer that you're empathetic and professional and want to help them solve their problem. Let's look into ten customer service phrases to help you succeed with your customers.

1. "Nice to meet you! How can I help?"

This phrase accomplishes two main objectives: first, it's friendly and welcoming, and second, it shows that you're ready to help solve their problem.

The first sentence in your conversation is important to give the customer a good impression of your brand. The first impression is important as it helps set the customer’s mood and approach toward your representatives. You only have around 7 seconds to leave a lasting impression on your customer before they form an opinion of you.

When to use it

Use this phrase when first talking to a customer, whether on the phone, in a chat, or in person. It will help you start the conversation positively and set the tone for the rest of the interaction.

How it helps

This phrase helps to establish trust with the customer and shows that you're ready to help them. It's important that your tone is friendly and helpful, as this will go a long way in making the customer feel comfortable.

Alternative phrases

"Hello, thank you for reaching out. How can I help you today?" "Hi, there! How can I help you?" "Hello! I hope to find you well. How can I help you?"

2. "I'd be glad to help!"

This phrase shows that you're willing to help and enthusiastic about it. That's important because some customers hesitate to ask for help, thinking they will be a burden to your representatives.

If the customer needs help but fails to get it, they'll talk about it. On average, a dissatisfied customer will talk about their experience to 9-15 people. Negative word-of-mouth can have a significant impact on your business, so it's important to make sure that each customer interaction is a positive one.

By showing that you're keen to help, you're removing any hesitation the customer may have and making it clear that you are there to support them.

When to use it

Use this phrase when the customer asks for help or if you can tell they need assistance. By showing that you're excited to help, you are removing any hesitation the customer may have and making it clear that you want to assist them.

How it helps

Using this phrase helps build customer trust and makes them feel valued. It also shows that you're enthusiastic about helping them, which can go a long way in dealing with problematic situations.

Alternative phrases

  • "Absolutely! I would love to help you with that."
  • "Of course! I'll be happy to help you."
  • "I would be more than happy to help you with that."

3. "I can definitely fix this for you"

When talking to a customer, you want to come off as knowledgeable, experienced, and, most importantly, confident. Using the word "definitely" in this sentence does just that. It shows that you are confident in your ability to help the customer and that you are ready to start.

A recent study published in Human Brain Mapping found that confident-sounding people are perceived as more competent and trustworthy than those who don't. So, using this phrase makes you sound more confident and makes the customer more likely to trust you.

When to use it

When the customer asks you for help with something, use this phrase to show that you're confident in your ability to assist them. They'll believe you know what you're doing and that you're ready to help them solve their problem.

How it helps

You can build customer trust and confidence by using this phrase. It shows that you're knowledgeable and experienced, making the customer more likely to listen to your advice.

Alternative phrases

  • "I'm sure I can help you with that."
  • "Let me see if I can help you with that."
  • "Now, that's something I can help you with!"

4. "Understood. That would upset me too."

Empathy is one of the most important qualities for customer service representatives. To provide excellent customer service, you must understand and relate to your customers' experiences and feelings.

Around 59% of all customers now believe that companies have lost touch with the human element of customer service. So it's more important than ever to ensure you're connecting with your customers on a human level.

You want to be on the side of your customer. It doesn't mean you should bash your own company. Instead, you should emphasize that you understand their feelings and are here to help.

A simple phrase like this shows that you understand how the customer feels and empathize with them. It's important to remember that customers are human and that they want to be heard and understood.

When to use it

Use this phrase when the customer is upset or frustrated. It shows that you understand their feelings and can empathize with their experience.

How it helps

You can show your customers that you understand how they feel and that you've been in the same situation on the other side of the phone. By doing that, you'll build trust and turn customers into loyal ones.

Alternative phrases

  • *"I completely understand how you feel."
  • "If I were in your shoes, I would feel the same way."
  • "It makes total sense that you feel that way."

5. "Here's what I can offer you instead."

Let's face it - you'll never be able to meet all of your customers' needs. And that's okay! But you can offer them an alternative solution that will still meet their needs, even if it's not exactly what they were looking for. You can use this phrase to offer them an alternative solution when that happens. Doing so shows that you're still trying to help them, even if you can't give them exactly what they want.

Try not to use any overly-negative words. There are many phrases to avoid when talking to customers. For example, avoid phrases like "Unfortunately, no." or "I'm sorry to say." These phrases make it sound like you're not trying to help the customer when, in reality, you are.

When to use it

Use this phrase when the customer asks for something you can't provide. Offering an alternative solution shows that you're still trying to help them, even if you can't give them exactly what they want.

How it helpsv

You can show the customer that you're still trying to help them, even if you can't give them what they want. And that shows that you care about their needs and are looking for ways to meet them.

Alternative phrases

  • *"Here's what we can do instead."
  • "Let me see if there's another way we can help you."
  • "Here are some other options you might be interested in."*

6. "I'm not sure, so let me find out for you."

Although a customer service agent should sound assured on the phone, there will be times when you're unsure about the answer to a question. In those cases, it's essential to let the customer know that you're not sure and that you'll need to find out the answer for them.

Honesty is something that customers value in customer service. Research shows that 77% of consumers expect brands to be honest. So it's important to be honest with your customers, even if that means admitting that you don't have all the answers.

When to use it

Use this phrase when you're not sure about the answer to a customer's question. Admitting that you don't have all the answers shows that you're honest and that your company will put in extra work to find the answers that customers need.

How it helps

You can show your customers that you're honest and that their satisfaction is your top priority. That puts the right foundation for a strong long-lasting relationship with the customer, making them more likely to do business with you.

Alternative phrases

  • *"Let me check on that for you."
  • "I don't know the answer to that at this moment, but I'll find out."
  • "That's a great question. Let me see if I can find an answer for you."*

7. "We appreciate your feedback!"

Customer feedback is important. It helps you understand what your customers want and how to improve your products and services. The problem is that only one in 26 customers will give you feedback.

The remaining dissatisfied consumers will just leave and spread negative word-of-mouth about your business to other potential customers. That's why it's important to show your customers that you appreciate their feedback.

So, the next time a customer leaves feedback, thank them. You can say something like, "We appreciate your feedback!" That shows the customer that you value their opinion and are working to improve your products and services.

Furthermore, following up with customers after they leave feedback is important. You can respond to their feedback and/or implement their suggestions. That way, they'll know that you're taking their feedback seriously and working to make improvements.

When to use it

When a customer leaves feedback, make sure to thank them. Showing your appreciation will make the customer feel valued and appreciated. Additionally, follow up with the customer after they leave feedback.

How it helps

When you show your appreciation for customer feedback, you're more likely to get more feedback in the future. And feedback is essential to improve over time and retain customers. Additionally, following up with customers after they leave feedback shows that you're taking their suggestions seriously and working to make improvements.

Alternative phrases

  • *"Thank you for your feedback."
  • "We're sorry to hear you're unsatisfied with our service."
  • "Thank you for your suggestions. We'll work on making improvements."

8. "Our apologies for having you go through this."

No one likes to be put on hold or transferred to another department. Unfortunately, there are times when it's necessary. On average, a caller will wait 46 seconds before transferring to another department.

In reality, there will be situations where you have an overflow of calls, or you're forced to put a caller on hold. Some customers are willing to wait up to 13 minutes for a customer representative before dropping the call. In this situation, you can't expect a customer to be happy or cooperative. When this happens, it's important to apologize to the customer. You can say, "Our apologies for having you go through this."

Again it would help if you showed that you understand how frustrating the situation is. Mention that you're experiencing a surge in call volume or trying to transfer the caller to the best department to assist them. Empathy can go a long way in mitigating a tense or frustrating situation.

When to use it

When you have to put a caller on hold or transfer them to another department, apologize. Show empathy by mentioning that you understand how frustrating the situation is and putting in some effort to make the situation better.

How it helps

Willingness to apologize to a customer immediately shows that you understand why they're feeling mentally drained and that you're doing something about it. It also helps to calm them down, so they're more likely to be patient and cooperate with you. Try to handle these calls as quickly as possible so the customer doesn't feel like they have wasted their time.

Alternative phrases

  • "We're sorry for the wait."
  • "We understand how frustrating this is. We'll do our best to help you."
  • "We appreciate your patience and apologize for the inconvenience."

9. "Expect to hear from us by (day)."

It's important to set expectations with your customers. You won't be able to deal with every problem right away. Even if you do your best, you may fall short of a customer's expectations.

When this happens, it's important to let the customer know when they can expect to hear back from you. You can say something like, "Expect to hear from us by Wednesday." That way, the customer knows when to expect to receive a solution to their problem.

And keep in mind that 94% of people expect customer service to become more advanced, precise and proactive. When you make a promise to a customer, make sure you can deliver on it. If you say you'll call them back by a certain day, do it.

Additionally, keep the customer updated on the status of their issue. If you're waiting on a response from another department, let the customer know. Automating these processes can help you keep your promises and improve the customer experience.

When to use it

Anytime you need to set expectations with a customer, use this phrase. Whether you're telling them when they can expect to hear back from you or updating them on the status of their issue, it's important to be clear and concise.

How it helps

Setting expectations with your customers helps to avoid disappointments. When you make a promise, make sure you can deliver on it. Being clear and concise will help to improve the customer experience.

Alternative phrases

  • "I'll call you back by (day)."
  • "I'll have an update for you by (day)."
  • "You can expect to hear from us by (day)."

10. "Reach out to us any time you want!"

Customers should always feel like they can reach out to you. That's why it's important to end every conversation by letting the customer know they can contact you anytime. You can say something like, "Reach out to us anytime you want!" or "Don't hesitate to contact us if you need anything."

That shows the customer that you're always available to help. But you also need to ensure your customers can reach you anytime. For instance, 65% of customers want to be able to reach your business by phone.

Make sure your phone number is easy to find and you have enough customer service representatives to handle the call volume. Moreover, a system that allows customers to get in touch with you 24/7 is important. That way, customers can still get the help they need even if your business is closed.

When to use it

End every conversation with this phrase. Whether you're talking to a customer on the phone, through email, or in person, make sure they know they can reach out to you anytime.

How it helps

Letting customers know they can contact you anytime makes them feel valued and appreciated. It also sets the expectation that you're always available to help.

Alternative phrases

  • "Feel free to reach out to us anytime."
  • "Don't hesitate to contact us if you need anything."
  • "We're always here to help."

How Layerise can help you with customer support

Excellent customer service doesn't happen by accident. A recent survey showed that while 87% of businesses think they're doing an excellent job with customer support, only 11% of the customers agree. You must be realistic about your customer service if you want to improve.

One way to improve your customer service is by using the right customer service phrases. These phrases can help you build better customer relationships, increase customer satisfaction, and resolve issues more efficiently. However, even more importantly, if you want to provide excellent customer service you also need the right tools. Layerise can help you with that.

Here are some ways in which Layerise can elevate your customer service approach:

Give your customers a direct voice You can provide real-time customer service through Layerise chat. Using a chat interface to interact with your customers boosts customer satisfaction, thus increasing retention in the long term.

Support effectiveness You don't have to gather fundamental details about the consumer or the product they are having problems with when you use Layerise Chat. This information is immediately displayed for you in our chat.

Educate and support your customers With Layerise, you can make user-friendly, sophisticated, and functional guidelines. Inform customers of product features and any updates or maintenance procedures. Help them with linguistically neutral guides.

Marketing Campaigns You can build automated advertising/marketing campaigns according to your target audience. You can make your send-outs personal and relevant to boost conversions.

If you want to learn more about how Layerise can help you improve your customer service, book a free demo now!

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