Search results
- 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. Take the time to get it right instead of rushing and providing incorrect information.
www.zendesk.com/blog/customer-service-phrases/29 winning customer service phrases and 12 to avoid - Zendesk
Customer service means putting customers first and going above and beyond to meet their needs. It’s about being friendly, patient, and ready to solve problems. When you answer this question, think about times you’ve helped others or received great service yourself.
- Sample Answer: In my previous customer service job in a retail store, I had a personal motto to provide exceptional service. To me, an excellent customer experience was about the “three S’s”: safety, service, and satisfaction.
- Sample Answer: For me, the starting point of customer service is a happy customer. You can tell if you are doing a good job by if your customers are happy.
- Sample Answer: In my previous job, I was a member of the support team for our website’s live chat. As one of many customer service representatives working in the customer service department, we had to manage customer feedback.
- Sample Answer: I find that a good way to provide good customer service is to look at my own experiences. In a customer-facing role, it is a good idea to ask, “What would I want if I were this customer?”
- How to Say No
- How to Apologize
- How to Thank Someone For Their Feedback
- How to Escalate An Issue
- How to Follow Up with An Unhappy Customer
- How to Close Off Emails
- How to Ask For More Information
- How to Put Someone on Hold
- How to Respond to A Phone Call Request
- How to Write An Automated Response Email
When to use:
As much as we want to do everything we can to make customers happy,sometimes we have to say no. For example, if you don’t have the item in the color and size they want it, there’s no way to say yes! The best thing to do in these situations is to be upfront about what you can and can’t do for them, and try to offer other solutions. Using your experience and engineering skills will make it a win-win for you and your customer. 1. Use Positive Language 2. Offer a workaround 3. Explain your reason...
What to say:
“While I don’t have that red dress in medium right now, I’ve got the same dress in your size in black. I could get that out to you today, or put you on the waitlist for when the red one comes back in stock.” “I completely understand how that would be helpful, however it’s not something we’re able to do technically. When our services posts to Facebook, we’re restricted by what they let us do through their API (the connection to them). Unfortunately, this isn’t something that they let other com...
When to use:
We’ve written an entire article on how and when to apologize. A genuine apology is an important tool and should be used often when the customer is upset. Offering an apologyon top of a recovery credit, increases customer satisfaction in the resolution to 74%.
What to say:
Hi Gretl, First of all, I want to apologize for the experience you’ve had getting your account set up. It’s not our usual standard and I understand how frustrating this delay must be. I’m sorry you’ve had to spend so much time on this. Over the last week we’ve been implementing a new onboarding system to help make account set up easier. Due to an unexpected increase in signups, we’ve seen some unfortunate side-effects, such as the ones you’ve experienced. I’ve gone through your account and en...
When to use:
Customers offer suggestions on functionality all the time. Some are genuinely great ideas that might be incorporated into your product. Others are so niche or impossible, they aren’t likely to make it in. Either way, you need to thank the customer for taking the time to give their opinion and communicate what happens next.
When to use:
Lots of support teams work in tiers, where the front line deals with quick answers, calms users down and collects information. 2nd and 3rd tier support teams deal with more technical troubleshooting, perhaps even getting engineering involved for configurations and bug fixes. If you work on a team like this, you’ve likely had to hand customers to another team. When you need to escalate, make sure you let the customer know exactly what to expect, and when they’ll hear back. It’s also important...
What to say:
“Hi Lisa! Thanks so much for that additional information. It looks like we need some help from the Tier 2 team to resolve this. I’ve escalated this ticket to them, and they’ll reply to this email with more information within the next 24 hours. If there’s anything else I can help you with in the meantime, please let me know. Thanks, Natalia”
When to use:
If you’re measuring customer satisfaction, or NPS, odds are pretty good you’ll receive a response from an unhappy customer at some point. The best course of action is to follow up with the customer and hope to address their concern. We’ve written at length about replying to your NPSdetractors, but let’s recap here. You want to make the customer feel heard and resolve as much of their problem as you can. Being responsive will go a long way to turning that frown upside down.
What to say:
“Hi Oscar, My name is Patty and I’m the support manager here at [Company]. We read every single response to our post-ticket surveys, and I wanted to address some of the concerns you’ve raised. . I understand how frustrating it must be to [experience they had]. I’m sorry. Moving forward, I’d like to resolve this situation for you immediately. [Solution or explanation to resolve issue] If there’s anything else I can do for you today, please let me know. I’m here to help. Sincerely, Patty”
When to use:
At the end of the email, you usually sign your name with your title. But what goes before that? Usually it depends on your company tone. If you’re formal and corporate, it’s best to stick to the standards. But if you’re friendly and hip, maybe it’s time to switch it up! If “sincerely” or “best” isn’t working for you anymore, choose one (or more!) of our list below.
When to use:
The necessity for more information can come at any time. Whether your customer writes in with a simple “HELP ME” and leaves you to fill in the blanks, or you’re troubleshooting back and forth on a complex issue; information is always at a premium in support. To ask for more information, it’s important to explain why it’s needed, and how they can acquire it. Keep the level of explanation appropriate to your customer’s technical level. (See also: supporting non-technical customers) Making a nic...
What to say:
“Hi Ben, I’d love to help you out with this! That definitely shouldn’t be happening, and it isn’t something I’ve heard of before! I need a little more information to understand what’s going on. Can you please tell me: 1. What field you were trying to update when you saw that error? 2. How often this happens? 3. What browser you were using? Finally, a screenshot would be amazing if possible! (Here’s how do this on Windows, and on a Mac.) Once we’ve got that information from you, we can take a...
When to use:
Sometimes it’s best to put a customer on hold for a few moments. It can help you concentrate better to read through case history or run quickly to ask an expert on the subject. Customers don’t mind if you ask politely and come back quickly. Just make sure to wait for them to say “okay” before you click the hold button!
What to say:
“Do you mind if I put you on hold for a couple minutes? I’m just checking a few things and I’ll be back with you very soon.” “I need to check with another department on why this is happening. Could I put you on hold for a couple minutes to check now, or would you prefer a call back?” “Great. I’m going to look into this for you right now. Is it alright if I put you on hold for a minute while I examine this issue?”
When to use:
If you don’t offer phone support, you will have had customers ask for it. It can be difficult to respond to these request – often these customers are already upset and need urgent help. For any of these requests, you need to communicate that your team doesn’t currently offer phone support, and the best way for them to get help or move forward with their ticket. We also like including our reasoning for not offering phone support, as it can help ease the rejection for customers.
What to say:
“Hi Carlos, Thanks for writing in. At this time we don’t provide phone support, but I’d be happy to help you here. We believe we provide better support through email because we’re able to take time to diagnose the problem and check in with our engineering team – all without putting you on hold. We’re also a small team, so this helps us prevent customers from being put on hold to talk to us while we’re assisting other customers. Now, let’s get this issue sorted for you. [Insert awesome custome...
When to use:
Telling a user that you’ve received ticket is a nice thing to do. It helps them relax and know that you’re working on the problem. You can also set customer expectationsor direct them to your help center for faster help.
What to say:
“Hello! Thanks for writing in. We’ll be back to you with an answer shortly – our average response time now is about 6 hours. In the meantime, free feel to check out our Help Centerif you think that might help. Best, The Support Team”
Feb 23, 2023 · Here are some excellent customer service phrases to add to your daily conversations. Excellent customer service phrases to kick off a positive conversation. What to say to customers while gathering information. Empathetic phrases for upset customers. Customer service lines that offer solutions.
- “Happy to help!” Not every customer will tell you that they are walking away unhappy — in fact, few will. So it's important to make sure that the customer leaves satisfied.
- “I understand how (blank) that must be.” When you say, "I understand how (blank) that must be," the word you use to fill the blank will greatly affect the tone of your message — one that is obviously being used with an upset customer.
- “As much as I’d love to help ...” There comes a time when the only answer is “no.” Some requests just aren’t feasible. While some hand-holding is fine, it can do more harm than good if it leads to stringing a customer along.
- “Great question! I’ll find that out for you!” Not knowing the answer to a question is a difficult scenario for anyone to be in, especially if you are new.
Aug 14, 2012 · What Customers Say--and What They Really Mean. Knowing what users really want is critical to your business. Here's a translation guide for some common comments. Expert Opinion By Charlie Graham...
People also ask
What does customer service mean?
Do you use the right customer service phrases?
Should you use a 'helpful customer service' phrase?
How do you answer a customer service question?
What should you say if a customer says 'actually'?
What should a customer say if you can't do something?
Sep 25, 2019 · With a bright smile on your face, you politely greet the customer, “Good afternoon ma’am, how can I help you?” To your dismay, the customer deflects you offer to help and your hopes of making a sale with a mindless “ I’m just looking.” With those three words, your morale and spirits take a nosedive.
