Following on from the success of our article: “Top 25 Positive Words, Phrases and Empathy Statements“, we’ve put together even more positive statements for you and your customers to enjoy.
28 Examples of Positive Statements to Increase CSAT
Here are some examples of positive scripting you can add into almost any customer conversation to boost customer satisfaction and offer advisors variety, so they are not constantly repeating the same phrases.
1. “Let’s look into this…”
When beginning an interaction, it is customary to acknowledge the customer’s problem and then make a collaborative statement such as the one above.
2. “I’d be delighted to help”
Although this may sound generic, using words such as “delighted” or “happy” every now and then can be positive in terms of evoking an uplifting mood.
3. “Absolutely, I’d be happy to assist you with that today”
Starting a phrase with a word ending in -ly, such as absolutely, definitely or certainly, implies that you are agreeing with the customer and can therefore boost rapport.
4. “Let’s see what we can do…”
I would be more than happy to…
This statement involves the customer using words like “we” and “let’s”, which encourages a collaborative environment that will improve the relationship between customer and advisor.
5. “That’s a good question…”
Using this phrase will help customers feel validated in their decision to phone the contact centre and reassures them that they were right to do so.
6. “I would be more than happy to…”
This encourages the caller that they have been put through to a helpful advisor who offers solutions instead of one who focuses on negatives.
7. “That’s a good choice…”
Validating the customer’s opinion is something that advisors and often urged to do, in an effort to build rapport and consequently satisfaction. Often, advisors will use the quote above to do so.
8. “This is a very popular item”
This choice has proven successful…
Noting that others have also chosen the same solution implies that it is likely to be successful and has proven results, boosting customer trust in the brand.
9. “We have had a lot of positive feedback on that item”
Relaying positive feedback, casually and briskly, can reassure the customer of the quality of the product/service that is being discussed.
10. “This choice has proven successful…”
Again, referencing the success of the caller’s choice amongst other customers will encourage the customer, in terms of future results.
11. “What other customers have done…”
The statement above almost implies that the advisor is giving the customer inside information, which may boost a customer’s affiliation with the brand.
This is because the customer is likely to feel as though they have someone inside the business, rooting for their cause.
12. “What other customers have done/tried in your position is…”
This statement assures the customer that there is a valid solution to their query and can create a customer-advisor connection, as the advisor is providing that insider information.
13. “I’m hoping you’ll really enjoy…”
Using verbs such as “hoping” creates the impression that the advisor is actively supporting the customer from inside the company.
14. “That will be with you on…”
Providing the customer with a delivery date is a repetitive duty for most advisors in the contact centre, so here’s a few other positive ways of letting the advisor know.
15. “As you are a valued customer…”
Although this pushes the boundaries of being robotic, if used naturally it can allow the customer to feel appreciated, which may improve loyalty.
16. “I’m happy to let you know…”
It may seem meaningless to state that your happy to help, as an advisor, but occasionally adding your positive thoughts can elevate the conversational tone.
17. “It has been a pleasure…”
Now that you handled the customer’s query, it is important to close the conversation positively to confirm any “good feeling”, which the interaction may have generated.
18. “I’m happy that I was able to assist you today”
This reinforces the customer-advisor bond, but can sound unauthentic. So, make sure to use “I’m” instead of “I am” to maintain a sincere tone.
19. “Your satisfaction is a great compliment, (insert name)”
Personalising a statement is a great way to build rapport. Also, adding that you will pass on any compliments, at the end of this statement, will let the caller know that their voice is heard and appreciated.
20. “Is there anything else I can help you with?”
I appreciate your patience on this. Please let me know if I can provide any other additional support
Offering this may sound robotic, but it is common courtesy and most customers will likely appreciate the opportunity to voice any additional queries.
21. “I appreciate your patience on this. Please let me know if I can provide any other additional support”
Repeating “I” in statements such as this demonstrates that the advisor is taking personal ownership of the issue and thus personally relieving the customer from the weight of their query.
For more courteous language to use in the contact centre, read our article: The Best Courtesy Words and Phrases to Use in Customer Service
22. “Thank you for your patience…”
Of course, the previous set of statements could only be used if the customer’s query was resolved successfully. After more difficult calls, the following statement could prove more beneficial.
23. “Thank you for your time and patience today”
Recognising that the call has consumed some of the customer’s time, as this quote does, can be a good addition to the conversation, so the customer feels valued and acknowledged.
24. “I hope I was able to help you with your concern”
This statement can lower your repeat contacts by establishing that the advisor has fully resolved the customer’s query.
25. “Have I resolved your concern today?”
This is another way to check with the customer that their concern is resolved.
26. “I apologise for any inconvenience caused today. Please accept my sincere apologies”
Sometimes an advisor will be left with no choice other than to make an apology. But when this happens, it’s better to say “my apologies” and take personal ownership, instead of “our apologies”, referring to the advisor and the company.
27. “I hope you are satisfied with our service”
This checks that the customer is happy with the level of service they have received.
28. “Since you have me on the line is there anything else I can do?”
This statement checks if the client has any other questions or concerns that need to be addressed.
Increase Customer Satisfaction With These Positive Phrases
The positive statements above can be used to greatly improve customer satisfaction, and prevent advisor repetition.
So the next time you are talking to a customer, use this list for inspiration to share with your team:
- Let’s look into this…
- I’d be delighted to help
- Absolutely, I’d be happy to assist you with that today
- Let’s see what we can do…
- That’s a good question…
- I would be more than happy to…
- That’s a good choice…
- This is a very popular item
- We have had a lot of positive feedback on that item
- This choice has proven successful…
- What other customers have done…
- What other customers have done/tried in your position is…
- I’m hoping you’ll really enjoy…
- That will be with you on…
- As you are a valued customer…
- I’m happy to let you know…
- It has been a pleasure…
- I’m happy that I was able to assist you today
- Your satisfaction is a great compliment, (insert name)
- Is there anything else I can help you with?
- I appreciate your patience on this. Please let me know if I can provide any other additional support
- Thank you for your patience…
- Thank you for your time and patience today
- I hope I was able to help you with your concern
- Have I resolved your concern today?
- I apologise for any inconvenience caused today. Please accept my sincere apologies
- I hope you are satisfied with our service
- Since you have me on the line is there anything else I can do?
Free Download to Share with Your Team
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Get the Most from These Positive Statements
Using the positive phrases above is a great way to start improving customer satisfaction, but there can be more to it when an apology is required.
Two of our readers have made great suggestions on what agents can do to improve satisfaction when an apology is required, but they are personally not at fault:
Agents Having to Apologise for Something Out of Their Control is Demoralising
As a Call Centre Manager, my job is to keep my team happy as well as ensuring they are keeping our clients happy.
Team members having to apologise for something out of their control is demoralising and gives the client the upper hand. I want my team to feel that they are in control and at a minimum equal to the client on the other end of the phone.
They shouldn’t need to apologise, rather acknowledge that there is an issue, take ownership of it and address it. If they messed up however, definitely apologise and fix the problem.
Contributed by: Graham
Don’t Apologise for the Mistakes Made by Someone Else
I train call centre staff and always advise them to not apologise for the mistake made by someone else.
I get them to reframe the apology, making sure it comes from the company side.
Its not their personal fault, as that tends to drag them down, constantly saying sorry. and we lose staff who end up feeling low
Contributed by: Steve
Phrases Agents Can Use When They Have Not Resolved the Customers Issue
Sometimes the agent talking to the client will be unable to resolve the issue, so what should they say in this situation?
To help we have put together two examples suggested by our readers on what phrases the agent can use when the clients issue has not been resolved:
Example 1
Opening
Thanks you for calling (Company Name), my name is (Agent Name), how may I help to today?
Acknowledge Issue and Show Empathy
Thank you for sharing your concern with me today.
I’m really sorry to hear that (mention issue), but don’t you worry you have me on the line, and I will do everything I can to help you to fix this.
Set Expectations
(Customer Name), our service is complimentary if your issue is easy to fix, However if the issue is complex and requires advanced troubleshooting, we might offer you an alternative or you can to take advantage for our paid support.
We will perform a few troubleshooting steps to see if we can resolve this issue. Should your issue require more advanced troubleshooting to fix we can discuss other options and find the best solution for you. Is that okay?
Unable to Resolve Issue
(Customer Name), it looks like the issue is more complex and we need to perform advance troubleshooting steps that require to hold a remote session with your computer.
We’ll I can give options with our paid support service here at (Company Name) and then you can decide how you want to proceed. Are you okay with that?
Provide Options
The first option is our one-time premium support which will cover this issue. The cost of the service is $99 and if your issue is not fully resolved there will be no charge.
Our Premium Support also comes with a 30-day warranty should this particular issue reoccur in the near future.
Second option is our Support Plan which I recommend to all my customers since it has value for money.
It covers all product-related issues, and with this, you can also get free unlimited technical support training in a nearby store. Cost of this service is only $149 and it gives you complete peace of mind, 24/7.
Contributed by: Jane
Example 2
Opening
Welcome to (Company Name) company name, my name is (Agent Name), how may I help you?
Acknowledge Issue
(Customer Name) you should look at the rules or instructions of your product. I will help you to understand what is going on with your product (computer , ticket, game, clock).
For example – If you what to change it you must give us a reason or it should be a product damage, but if you want we can fix it.
I’d be upset too if that happened to me. Don’t worry I’m going to check the options we can offer for you.
Unable to Resolve Issue
At this moment the systems doesn’t allow me to make any changes, but there are some options on what we can do next.
Provide Options
You can contact us by this telephone number because there are agents for this area, or if you prefer I can transfer this call.
Contributed by: Daniela
For more on using positive words in the contact centre, read our articles:
- Customer Service: 50 Nice Words to Say to Someone
- Positive Language for Customer Service Conversations
- Best Tips, Phrases and Words to Use for Building Rapport
Author: Megan Jones
Reviewed by: Xander Freeman
Published On: 9th May 2017 - Last modified: 26th Sep 2024
Read more about - Skills, Customer Satisfaction (CSAT), Downloads, Editor's Picks, Empowering Agents, Language, Positive words, Printable
It looks as though each one of these phrases are easy to ask but I’m pretty sure it might be somewhat challenging to express. After calling up a call center during their after hours business support, those representatives sure are serious about helping the clients. I’m guessing that they’ve been trained very well.
What about phrases to use when u have not resolved the customer’s issue and there is nothing else that u can do for that customer?
Your frustration is very acceptable. I get you. Dont worry I’ll check the options to rectify the problem.
phrases were very helpful,thank you guys for sharing.
very helpful and quite useful
I DO APOLOGIES FOR THE INCONVENIENCE CAUSED, BUT LET’S ME SEE WHAT OTHER (ITEM OR SERVICE)I CAN PROVIDE TO YOU HERE TODAY.
IT WAS AND HONOR SPEAKING WITH YOU THANK YOU FOR CHOOSING (COMPANY NAME) HOPE TO SPEAK WITH YOU AGAIN.