Customer service is both a science and an art. There are proven methods and techniques to use that increase your likelihood of having positive interactions with customers and clients – that’s the science part.
Deciding on the fly which positive phrases to use? That’s the art. It’s not easy to rack your brain for positive words and phrases to use in customer service when you’re interacting with a customer.
The best time to prepare for those interactions is now. Read through the following 20 examples of positive phrases for customer service success. We bet you’ll notice how much smoother your customer service interactions go when you apply these words!
20 Positive Phrases for Customer Service Success: Part 1
1. It’s my pleasure. Chik-Fil-A, anyone? There’s a reason the fast food restaurant has such a loyal following in a world where McDonald’s and Burger King reign supreme, and it has a lot to do with their customer service. Chik-Fil-A knows that offering great customer service means taking a servant position, one where your sole duty in life (at least while you’re on the job!) is to offer the best service possible – with a smile. What better way to let someone know you enjoy helping them than by saying it’s your pleasure?
2. I’ll find a solution right away. Customer service callers or visitors are often looking for a solution to a problem they’re having with your service or product, and that makes finding a solution your responsibility. Taking it on begrudgingly is a surefire way to turn customers off, but letting them know you’re dedicated to finding a solution as soon as possible is the perfect way to start a customer service interaction off right.
3. That absolutely made my day! When a customer issues a compliment or praise about your company or the service you’re providing, a simple thank you will suffice but it won’t wow the customer. Saying, “That absolutely made my day!” will brighten their day and accurately convey how much you appreciate the compliment.
4. I will share your comments with the team. For general complaints – “Your website is too slow” or “I don’t like the new logo” – there isn’t always a direct action that can be taken to appease the customer. That’s when positive phrases like this become so important. It’s the difference between coming off as saying, “Alright, alright, we get it” and “We hear and understand your complaint.”
5. I’d be happy to recommend… Sometimes, a customer wants something you don’t have or plan to offer. In those cases, you can still do something to make the customer happy, and that’s offering valid recommendations that they may find useful. If you don’t provide a service they’re looking for, find some suitable alternatives and offer them to leave your customer impressed with your service.
6. We really do appreciate this feedback. So often, customers are made to feel guilty or combative when what they’re really trying to do is offer constructive feedback. Letting customers know you appreciate their feedback – especially when it’s negative – can turn a bad customer service experience around.
7. Here’s what I’m going to do for you. This little gem offers a sense of secrecy and VIP treatment – think “We don’t normally offer our customers this deal, but I’m offering it to you.”
8. How can we make this right? Did your parents ever ask you to come up with your own punishment as a kid? Mine did. And almost every time it happened, I came up with a punishment that was far better (or worse?) than the one my parents would have assigned. Leave the solution up to the customer sometimes and you’ll be surprised at how little it takes to rectify the situation.
9. I’m truly sorry to hear about your experience. Note: You’re truly sorry to hear about their experience, but you’re not admitting company fault or worse, siding against your company. This phrase connotes empathy and understanding, two important factors of customer service success.
10. Is there anything else I can help you with? The well-known phrase “Ask and you shall receive” implies that in order to receive, you first have to ask. Sometimes, customers won’t feel comfortable asking about a second problem or issue in fear of wasting your time or annoying you. Sidestep that problem by asking outright if there’s anything else you can help with.
11. Thank you for choosing us. Every customer has a choice, and if they’re talking to you, you made the cut! Thank your customers for choosing you – they’ll appreciate it, and you may earn a loyal customer in the process.
12. What is the most convenient for you? Asking for your customers’ input is a smart move. You never want to inconvenience your customer and make working with you seem like a bad experience. Instead, ask for their input and find out the time, date, or solution that is most convenient for them.
13. I completely agree with you. Don’t underestimate the power of a little confirmation! Many companies will argue with a customer who’s having issues rather than being agreeable and working together to find a solution. If you do agree with the customer, say so. And if you don’t, find a tactful way to express it – i.e., “I’ll have to double check to ensure that aligns with our policy,” “Let me do some research and get back to you on that,” etc.
14. We are so lucky to have customers like you! Save this one for the customers who make your day better – it can sound sarcastic and rude if said to a customer who’s been difficult.
15. I appreciate your patience. If your customer has shown great patience, waited on hold, or waited for a back-ordered item, voice your appreciation. They didn’t have to wait, but they chose to. These are the types of customers you want to keep around.
16. Thank you for understanding! A little understanding when situations get tough can go a long way. If your customer has shown great understanding during your interaction, thank them for it. It’s a positive way to frame an otherwise stressful or challenging situation.
17. Please don’t hesitate to get in touch if you need anything else. Again, because some customers might hesitate to “bother” you again with more problems, it’s helpful to put your offer into plain language to let them know you’re ready and willing to help anytime.
18. Here’s an exclusive promotion we’re offering to our loyal customers. This one’s a goody! Not only do you create an exclusive “members-only” vibe, but you also recognize your customer’s loyalty and reward them all at once.
19. It’s always a pleasure to speak with you! This one tells your customer that you remember interacting with them in the past (building repertoire and increasing the chances they’ll become loyal) and that you always enjoy it. Sometimes you want to go where everybody knows your name!
20. We are looking forward to serving/speaking to/seeing you again. If you want your customers to keep coming back, tell them so! It’s a great, positive way to end a conversation.
Want more positive words and phrases to use in customer service? Check out our big list of 50 words and phrases to use.
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