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Mastering Customer Service Phrases for Effective Chat Interactions

Olga Rogacka

10 min read

Aug 29, 2023

Positive customer service phrases make customers feel like you're their friend who can solve their problems. 

From the moment the chat begins to the moment it ends, specific phrases used by customer service agents play a critical role in guiding, assisting, and resolving issues.

How phrases used by customer service agents shape brand perception 

Using positive language in customer service is essential for several reasons:

Customer satisfaction 

Positive language helps create a friendly and welcoming atmosphere, increasing customer satisfaction. Customers feel valued and respected when they receive positive responses, leading to a positive perception of your brand.

Relationship building

Using positive phrases fosters a sense of connection and rapport between the customer and the customer service representative. This can lead to stronger customer loyalty and repeat business.

Diffusing tensions

Positive language can help defuse potentially tense or frustrating situations. When customers are upset, a positive tone can calm their emotions and make them more receptive to finding a solution.

Problem-solving

Positive language encourages a problem-solving mindset. Instead of focusing on what can't be done, positive phrases emphasize what can be achieved.

Clear communication

Positive language promotes clear and effective communication. When agents use positive phrases, they are more likely to explain solutions and instructions clearly and understandably, reducing misunderstandings.

Customer loyalty

Customers are more likely to remain loyal to a brand that consistently provides positive and helpful interactions. Positive language builds trust and shows customers that their needs are a priority.

Brand reputation

How customer service representatives interact with customers reflects directly on the brand's reputation. Positive language helps create a positive image of the company and its commitment to exceptional service.

Emotional impact

Positive language has a positive emotional impact. When customers feel appreciated and cared for, they are more likely to have a positive emotional experience with the brand.

Word of mouth

Customers who have positive interactions are more likely to share their positive experiences with friends, family, and on social media. This word-of-mouth marketing can attract new customers and enhance the brand's reputation.

Employee morale

Using positive language in customer interactions can also impact the confidence of customer service agents. When agents focus on providing solutions and making customers happy, it can lead to a more positive and rewarding work environment.

By using positive customer service lines, customer service teams can better respond to customer's concerns, provide exceptional customer service, enhance satisfaction, foster strong connections, or even turn upset customers into happy ones.

Phrases to use in customer service interactions

Let's explore different moments of interaction and how a customer service team can make the most of them.

1. Welcoming a customer: Creating a positive first impression

The opening lines of a chat conversation set the tone for the entire interaction. A warm and friendly welcome can instantly make customers feel valued. Phrases such as:

• "Hello! Welcome to [Company Name]. How can I assist you today?"
• "Hi there! Thank you for reaching out to us. How can I make your day better?"
• "Greetings! I'm here to help. What can I do for you today?"

These phrases establish a personal connection and show the customer that their needs are a priority.

2. Identifying the issue: Active listening and empathy

Once you determine the customer's concern, it's crucial to demonstrate active listening. Using acknowledgment statements shows that you understand their situation and helps you build trust. Here are some examples:

• "I'm sorry to hear that you're experiencing [issue]. I can definitely help you with that."
• "I understand how [issue] can be frustrating. Let's work together to find a solution."
• "I completely get why you would want that."

Using empathy phrases in customer service, reassure the customer that their concerns are acknowledged and that you're committed to assisting them.

3. Providing assistance and guidance: Clear communication

Clear and concise communication becomes key as you move into the heart of the interaction. Use phrases that provide guidance and offer solutions:

• "To address [issue], I recommend trying [solution]."
• "Here's a step-by-step guide to help you [solve the problem]."
• "I can assist you with [task]. Let me walk you through the process."

These customer service phrases demonstrate your expertise and dedication to helping customers overcome their challenges.

4. Problem resolution: Going the extra mile

When it comes to resolving the issue, it's important to assure the customer that you're committed to finding a solution:

• "I'm here to ensure we resolve this [issue] to your satisfaction."
• "Rest assured, I will do everything I can to fix [problem]."
• "I understand the urgency. Let's work together to get this sorted out."

Phrases like these convey your determination to provide exceptional service and leave the customer with a positive impression of your brand.

5. Concluding the chat: Leaving a lasting impression

As the interaction nears its end, leaving the customer with a positive impression is crucial. Make sure they don't have any more questions, and let them know:

• "Is there anything else I can assist you with today?"
• "If you have any more questions, don't hesitate to reach out."
• "Thank you for choosing [Company Name]. Have a great day!"

These phrases ensure the customer knows they're welcome to return and that their experience matters to you.

Positive customer service phrases can transform a routine exchange into a memorable customer service experience. By mastering these distinct moments of interaction, from the welcoming greeting to resolving issues and concluding the chat, you can build trust and loyalty, and leave customers feeling satisfied and valued.

Effective customer service phrases solve problems and create a lasting positive impression that reflects the brand's commitment to exceptional service.

Common customer service phrases to avoid

While positive customer service phrases can help you provide great customer service, there are specific phrases that you should avoid to ensure interactions remain respectful, helpful, and successful. Steering clear of these pitfalls can prevent misunderstandings and maintain a professional tone throughout the conversation.

Here's a list of negative customer service phrases to avoid:

1. Saying a direct "no" and using a negative language in general:

• "I can't help you with that."
• "That's not my responsibility."
• "You're wrong, it doesn't work like that."
• "There's nothing I can do."

While all the phrases above might be true, you don't have to say them out loud. The key to solving a customer's problem is to identify with their situation and tell it like you want to hear it. 

Here’s an example of a situation when a customer comes to you with an issue, and you have no idea how to solve it. Your answer may vary depending on how you perceive the situation. You can say:

A. I’m sorry, but I can’t solve this problem right now.

B. I can learn to solve this if you give me a little time.

Negative language escalates tensions and alienates customers. Avoid it if you don't want to deal with an angry customer on a daily basis. Instead, focus on finding solutions and maintaining a positive customer service attitude.

2. Scripted responses:

• "I apologize for the inconvenience this may have caused."
  I dedicated a whole article to explaining why the "sorry for inconvenience" phrase is not the best choice for customer service.
• "Your feedback is important to us." Yes, customer feedback is important, but this phrase doesn't say what you will do with it.
• "Please be assured that your concern is being addressed." You can be more human and explain who handles the customer's request.

While these phrases may be true, overusing scripted responses can come across as insincere. Instead, personalize your communication to show genuine care and attention.

3. Blame shifting:

• "It's not our fault. It's [third party's] issue."
• "You should have read the terms and conditions."
• "This problem is because of your actions."

Blaming the customer or other parties can lead to frustration and erode trust. It doesn't solve anything and creates a negative customer experience. Focus on finding solutions rather than assigning blame.

4. Official, robotic language:

• "The policy clearly states..."
• "Our system doesn't allow for that."
• "Refer to the FAQs on our website."

Using overly technical or jargon-heavy language can confuse customers. Strive for clear and simple explanations to ensure understanding. Use "I" and "we" in communication with customers.

5. Dismissive phrases:

• "It's not a big deal."
• "This happens all the time."
• "You're making a fuss about nothing."

Dismissing anyone's feelings causes even bigger outrage. Ignoring customer's feelings is a ready social media disaster that can damage your brand's reputation. Treat each issue seriously and don't give frustrated customers short shrift.

6. Empty promises:

• "I promise this will never happen again."
• "We'll definitely resolve this within an hour."

Making promises you can't keep will only lead to disappointment if the issue isn't resolved as promised. Be honest about the timeline and feasibility of the solutions. It's much better to say, "I'll do my best to make sure this doesn't happen again."

7. Rude or condescending remarks:

• "Are you even reading my responses?"
• "I already explained this. Are you not getting it?"
• "You're being unreasonable."

Treating customers with respect is paramount. Avoid language that may come across as rude, condescending, or impatient. You can even print out service phrases to use and avoid for the whole customer service team. 

When emotions run high, we return to our basic instincts and easily forget what we've learned. Having a "phrases for customer service" cheat sheet might help.

8. Pushing for a survey or review:

• "Please give us a 5-star rating!"
• "Your review is very important to us."

While feedback is valuable, pressuring customers for positive reviews can be off-putting. Let them decide if they want to provide feedback without feeling coerced. Those who love your service will do it.

9. Assuming customer knowledge:

• "You should know this."
• "It's common sense."
• "We mentioned it everywhere."
  

Never assume that customers have the same level of knowledge about your product or service as you do. Or that they read your emails, pop-ups, landing page headers, and so on. Provide clear explanations regardless of their familiarity.

Positive words for customer service

Positive words for customer service convey a friendly, helpful, and empathetic attitude toward customers. These words can create a positive experience and enhance customer's perception of your brand:

1. Welcome
2. Thank you
3. Gladly
4. Certainly
5. Happy
6. Pleased
7. Delight
8. Absolutely
9. Appreciate
10. Valued
11. Helpful
12. Efficient
13. Resolved
14. Satisfied
15. Assured
16. Accommodate
17. Understand
18. Empathetic
19. Positive
20. Optimal
21. Clear
22. Prompt
23. Courtesy
24. Courteous
25. Grateful
26. Reliable
27. Thorough
28. Effortless

Incorporating these positive words into your customer service conversations can help create a more uplifting and satisfying customer experience.

What if customers use phrases you don't understand? Or in different languages, such as Spanish or Japanese? Well, it's important to respond appropriately to provide effective support. Relax, you don’t need to lose a customer because you don’t know customer service phrases in Spanish (although "¡Hola! ¡Estoy aquí para ayudarte!" would be a good start, just saying).

You can integrate LiveChat with the Message Translator, which allows you to translate chat messages in real time. Thanks to the integration, you can freely talk with your customers despite the language differences. And if you just need to translate the main phrases in your chat widget, LiveChat supports 48 languages.

So, if you want to catch the attention of your foreign visitors, it might be a good way to do it. Website visitors who visit one of the language versions of your website will see a chat widget in that language. And when you continue a chat later, you can switch to your native language or use the integration mentioned above.

Using positive customer service phrases 

While mastering positive customer service phrases takes practice, the rewards are plentiful. Exceptional customer experiences lead to satisfied customers who return and share their positive interactions with others. 

Using the right words at the right time can create meaningful connections, provide unparalleled support, and leave customers satisfied and appreciated. 

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