The Top 25 Positive Words and Phrases for Customer Service

Because you are a valued client/customer

That’s a fantastic choice

Great !
Fantastic !
Perfect !
Marvelous !
Pretty well !

Your satisfaction is a great compliment for us Mr./Ms _____

Assuring you our best services Mr.Ms.___________. Have a great day ahead!

“Let’s have a look; I’ll not be a second”

“And that’ll all be with you on …”

But in response to above:

“I will surely ensure that…” sounds as if you’re getting tangled up…

and will either of you really be able to keep a straight face after “special customers like you”?

Certainly.
With pleasure.
I’d be delightly to assist.
Would you mind waiting?

Words such as Great, Fantastic, Marvelous should be avoided as they produce an underlying psychology of exaggeration.

I particular hate sir/madam/ma’am – please use their name, this, in my opinion creates a barrier that really doesn’t need to be there.

Agree with the comment about avoiding ‘great, fabulous, marvellous’ – just too much!

Speak to your customer like you would want to be spoken to and always tell them what you can do for them, not waht you can’t. Always try to offer as an alternative option where appropriate.

Many of our customers prefer to do/use……
What other customers have done/tried in your position is…..
Let’s look at this (very arm around and sorting it together)

P.S.

I would steer away from definitely – unless you can really and absolutely, definitely do it……..

P.S. again

commenting on Ben’s comment

“That’s one our most popular choices” – rather than fantastic

Sounds very familiar…

What we need to do is basically listen to the customer, apologies for the great inconveniences, use all positive words & finally assure the customer that YOU will personally take this matter up (give your name & employee no.) & tell the customer you will call him back before the days end to update on his case status. Then you do just that & do call the customer back even if you do not have an immediate resolution as any human being, the customer will eventually cool down & reliaze that you are sincere in helping them out. Remember…a contact center is a huge sponge…we absorb all other departments short comings…the key is are we feeding back this crucial information to the relevant department else we might be running out of those positive words…;)

This is a very popular item.
Reinforce benefits of product, by using word phrases such as that. “that color is very pretty” “we have had alot of positive feedback on that item”

On a not about an upset customer:
Feel, Felt, Found process is a very helpful on, as well as the note about getting information and make sure you are the one to follow up with the customer. There is nothing more exasperation from a customers point of view, then having to repeat the whole story again and again. Take inituative in the call and make sure the customer knows your name to refer back to.

I have found some truly amazing things on this site and so glad Google brought it up as first choice.
I do have some feedback that may help some people from a course I went on with my company recently (Which I loved)

Just think of a few words and what they mean to you… The easiest way to do this is in a quiet room and with your eyes shut

If I mention the word WAIT to you… What file does the little man in your head go and pull out? What do you associate with wait? (Mine is waiting in a queue)
It doesn’t matter how friendly or polite you are, we need to re phrase the words we use..

If you can just wait on the line whilst I check that information for you..
I have that information here for you now, I will just get it for you

When you hear the word SORRY….

Sorry to keep you holding / waiting… (Must be something to be sorry about)
Thank you for staying on the line

DARK

HOLIDAY

PLEASURE …. Amazing how many of you will smile when you think of what this word means!

Well it’s been a please reading and sharing

Daryl:Thank you for calling___________,my name is Daryl,I’m your customer service representative for today,how may I help you?
Customer: I have problem with my Internet Service, my internet connection is very slow. I’m paying much for this service and yet I’m not satisfied with it.
Daryl: (Empathy)I do understand that its been very inconvenient in your situation right now that your Internet service is giving you a slow internet connection. If I’m on your situation, I would feel the same way too. Don’t worry Mr.Customer, (Willingness to help the customer)I can definitely handle this problem for you.

Emphathy is the most essential part of a call. It cools down a customer frustration.

FROM: Daryl Hall
CONVERGYS

“Is ther anything else I can help you with?”

Though not appropriate at all times, this one sentence at the end of the call leaves the essential ‘last lasting impression’ among the customers. Further, many sales calls could be led to a second sale or discussion on a possible sale in future.

Also, while listening to a rude customer I have found it to be useful for me to draw some patterns on a paper. This has provided me with much needed patience to listen to the long, unpleasant conversation.

I would like to offer the following as a Contact Centre Manager with a great team……

We shouldn’t say “I know how you feel”. The fact is we don’t know how they feel, that doesn’t mean however that we aren’t compassionate (in the appropriate way) and sympathetic to their issue or complaint.

I think positive words can be a good and useful tool but I agree that they shouldn’t be over used, As a customer care manager it’s our responsibilty to train our team on appropriate words and when to use them.

‘The Customer is always right’. I would say not always but part of our skill as customer care advisors is resolving the situation to acheive a win win without pointing out to the customer directly that they may be incorrect. The is also which is more often than not, that the customer is actually right, it’s important in these instances to acknowledge the customers misgivings but not always directly admit liabilty. Particularly if you are a 3rd party/outsourced call centre. Whatever you say is reflected on the Brand/Client.

I’ve found this thread helpful and there’s some great points on here!

Thanks Everyone!

L

To use empathy, you need to stay away from the word, “understand.” Many times I’ve heard customers yell because we don’t understand. We may have been in their shoes, but no two situations are the same.

The best way to help calm a customer down from an extreme emotional high (positive or negative), is to appropriately use empathy. Not sympathy.

Empathy is feeling plus contact.

Feeling = It certainly is frustrating when…
Content = your cable is not working and you are not able to see your favorite show.

Feeling = How exciting it is…
Content = when you are purchasing your new home!

(You can have content first and then feeling, try mixing it up a bit so you don’t sound like a machine)

Stop there! Don’t move onto resolution until the customer is ready. If you still feel emotions are high, let them vent and use another 1, 2, or maybe even 3 empathy statements.

What you have for a resolution will not be considered if the customer’s emotions are running high.

Hope this helps someone out there!

I dont know if this has already been covered but ill ask the question anyway. I work for a breakdown organisation I basically take the breakdown information off the customer. When I ask the relevant questions and the customer replys I say, “yea, yea, yea, yea, no problem” I want the customer know that I am listening its my verbal nod. The problem is that when I listen to my calls it sounds awful. Does anyone have any suggestions as to what else I could say. Please dont suggest fantastic or wonderful they are not appropriate in our world. We are not Customer Service as such.

Thanks

I may not be that long in the industry but hoping this will help…

after you’ve recognized the problem and empathized, set member’s expectation and goal…do not give false information nor lie just to escape from the irate member…

alright…going back on settings of goals…let me cite an example

“Alright Mr. _____, just to set your expectation…we may or may not resolve the issue over the phone and we may end up sending a tech to fully restore your service..yet, i guarantee that you and i are going to work together in resolving this issue while we are still on the phone..Let’s start with setting a goal to make sure we’re on the same page…blah blah..”

exhaust all that u can do over the phone…but…
weigh things..check if member is still willing to do the steps.. respect member’s time…don’t waste energy…if you are following a call flow, create ur own shortcut..be specific and give concise instruction…do not use flowering words much…
they don’t…

now…let’s think that issue is resolve..go back on ur goal…say “Wow…that’s so great Mr. _____..We did over the phone…we don’t have to send a tech…We did it together…this is indeed teamwork…Now that ut issue is resolved, i hope that made u happy…for that made me happy…”

Gosh….it’s great to see that what we say to our customers excites such a response from so many people, and I guess that is where the key is…individualism and our personal view of language, the world and how we are within that world.

It’s the same for our customers, who are all unique people with unique needs and unique understandings of the world – and that is, perhaps, what we all need to pick up on. “The customer is always right”, “the customer is not always right” – I guess it doesn’t matter as each customer has a right to their opinion whether they are right or wrong, and our job is to understand that opinion without discounting them or necessarily agreeing with them and use it within our response.

Our skills as frontline customer agents whether delivering service or sales, need to focus on truly listening, understanding and adapting to their uniqueness in oredr to then deliver (or not if appropriate) a relevant solution.

We adapt and change as people almost daily in our own lives to differing sets of people around us; loved ones, children, mates, colleagues, parents and we use a different approach, a different language to each of those sets – so perhaps we need to tap into the inherent skills we have and let them loose in a Customer Experience environment, trusting to the fact that as adults we generally enjoy the wonder of relationships, building them, managing them, developing them, whether for 2 minutes on the phone or for life with our loved ones. We enjoy adapting our language to suit – whether emotionally intense like “fantastic” or friendly or formal, polite or jovial…..we change to suit, to fit in, to make someone else feel comfortable – so perhaps we should be trusted on the frontline to deliver what we believe is right for that unique customer and not to ‘tar every customer with the same language brush’.

When a customer immediately asks for a supervisor, the best response is…. Sure I can help you with that, in order to ensure that I get you to the best person to be able to handle your call, can you please tell me what your issue is?… After hearing the issue or concern, if I am able to assist the caller, I let them know…. Ok, well actually I can help you take care of that today, I just need your name etc. so I can take a look at your account… I also mention…if however we do need to have a supervisor help us, I will be happy to discuss your issue/concern with them and make sure that we get that taken care of. Generally they will allow you to assist. Also, by saying “we” and “us” and “I” it helps the customer feel that you are taking ownership of the situation. This is a great article…. Great responses.

Very interesting opinions here. I agree with the “feel, felt, found” approach. It seems to conver all grounds, UNDERSTANDING how your customer feels (which is so important), RELATING to how they feel (felt) and offering a solution (found).

Mel

ONE CALL RESOLUTION
-you do not have to call back! We have an amazing site called *****.com that I believe to be more convenient than calling in, PLUS same shipping!

Mirror the customer to an extent

Point out the benefits for the company when a customer has to take a survey at the end of the call: This is the best plan for your requirements….
For special customers like you……
Great news! You will ONLY be charged….

and POWER WORS really do help, plus smiling when talking!

We at ABC company take needs of each customers seriously and ensure that we earn your goodwill. Understanding your concern I’m happy to let you know that I’ve gone ahead and waived the late fee in your account. it’ll be credited back to your available credit.
.
I greatly apologize for any inconvenience caused. Please accept our sincere apologies.
.
Kindly allow me a minute or two to review your account and get back to you.
.
Thank you for being a great customer. We value your relationship.
.
I would be more than happy to look into your account to see why your account is restricted and guide you for the responsible team with their contact number.
.
thank you for being pleasure to talk with. I appreciate your time and patience. have a wonderful day.
.
etc

I agree that customers are not always right. However, we can’t handle each and every customer with a doubt. That would create a negative impact and customer would hung up. We need to believe what the customer says and we need to proceed with empathizing with the issue. If we don’t believe customers word and customer will certainly say that we are not helping them.

In some cases, we need to handle issues that fall under company policies. We need to be too smart to say no to the customers. We need extra soft skills to say no gently to the customers at this point.

In customer service, the points below would help to earn WOW customers:

Understand(Both issue and emotion)
Empathize
Personalize
Ownership
Resolve
Exceed customer’s expectation
Educate

I am a coach at a call center and we are trying to come up with different to present when we are unable to reverse a late fee for a customer. We are trying to come up with phrases that do not use the words “can’t” “unable” “won’t etc. We want to present this in positive way. Anyone have Ideas for me? I have created one to help relate to the customers and still present it in a positive way. I am looking for other ideas.

Here is what I currently use “I understand you are calling in today in regards to the late fee on your account , I have been in the same situation before so I understand how you exactly feel. At this time the late fee will remain on the account but what we can do is provide you with different methods to prevent this from occurring in the future (then provide options) (You have to use the right tone when relaying this to customers)

I am looking to hear others ideas in what they may use in the call centers

Tiny–
If at all possible conf in the client. Don’t transfer. Customers when “polled” say that they build up more frustration from being transferred and having to repeat the problem then ANY other one thing.

What we do at our company is “Mr. Jones _empathy_ I unfortunately can not answer that question or resolve that concern, however I am not going to transfer you anywhere either. I am going to conf you with the department that can.” Before I do, what is your number just in case we get disconnected I personally will call you back.”

Once you have them Conf with the correct person. Simply excuse yourself from the call and move on to the next one.

This is the BEST webpage I have come across.
So I am glad I came across this. Do you know how hard it was to find this “GEM:? Very hard!!
Thanks so much to EVERYONE…

Sample Lead-Ins to Put a Caller On Hold
• “Mr. Smith, can you please hold while I retrieve your file?” {pause for a response} “Thank you. I will be back in a minute.” {caller on hold} “Thank you for holding Mr. Smith. I can now help you…”
• “Ms. Jones, I will check to see if Mr. Johnson is available to take your call. Can you please for a minute?” {pause for a response} “Thank you. I will be right back.” {caller on hold} “I’m sorry for the inconvenience. Mr. Johnson is not available right now. May I have him call you back?”

Hi thank you for all your comments…it helps a lot..Now Showing some loyalty statements to the customer let´s say that the customer is not upset and during the call you could handled a good call but at the end of the call you say a loyalty phrase such as “Mr.jones we appreciate a lot the time you have been with the company and we thank you for the opportunity you gave us to provide you our services, we hope we can serve you for many more years”…customer was thankful and he said -“I appreciate a lot you beautiful words but I have been about to leave the company because of xx issue with the service..I’m just waiting for contract expiration to go”…I would like to see some comments about loyalty phrases and any way to say them…and what to say if a customer say something like my customer said.
Waiting for answers..
Thank you all.

Can anyone Help me with following “inbound Call Handling Phrases for Appointment Setting”, if there’s any mistake?

——————————-
QUESTIONS TO BE ASKED AT INBOUND
APPOINTMENT:

Thanks for Calling ABC Air Conditioning how may i help you ?
If someone says that he’s looking for an air conditioner.
Reply: OK sir, what we can do we can send our home comfort advisor at your doorstep, he will give you the estimate for that
and this appointment would be free of cost.
So can i have your name please?
and your contact number is?
Do you have any alternative number?
And your address?
is this a town house or a single one?
and you are looking for an Air Condition Right ? (Good)
How old is your house?
and the age of your existing air conditioner?
may I know the size of your house?
OK sir which date and time is convenient for you?
Let me check my database, please be online.
OK sir we can visit on Between . is that convenient for you?
——————————-

When asked, “how are you doing?” never just say ‘good’ that is boring and almost expected. Instead, get creative with it, use these different words(with a smile of course)-
wonderful
excellent
terrific
splendid
marvelous
fantastic
phenomenal
fabulous
magnificent

1. Definitely
2. Surely
3. Absolutely
4. Certainly
5. Fantastic

with my little experience in the call center industry, the use of positive words are very important. the concern here however is, knowing when, where and how to use them.
for me, knowing your caller is very important.i.e if the caller is an intellect or an average person. for an intellect, the words above may be an exaggeration but to an average person it will be appropriate.

Hello, everyone.

I work as a customer service representative for a bank.
I want to excell my performance in assisting our clients.
I am not good at suggesting things to someone. I want to learn something from everyone.
If you could teach me some words and sentences to use while assisting our clients, that would be great.
That’s for chat support.
Thank you all. Have a nice day.

Welcome to xxx chat support. My name is Vernon. How may I assist you today?

Hello, xxx. A very good morning to you!

It’s a pleasure to have you onchat today.

May I place your chat on hold for a minute to check this for you?

Thank you for your time and patience.

Your satisfaction is our first and the top priority. Have I completely resolved/answered all your queries/questions today?

You are most welcome. It’s my pleasure assisting our clients.

we appreciate your business with us.

Xxx ,if you’re happy with my efforts to assist you, end this chat session and take a brief survey based on my assistance.

Please feel free to contact us anytime round the clock.

Have a pleasant day.

These are the sentences we use for most of the clients. We may change these depending on the client’s response and query.

Treat every single Customer, as if he/she signs your paycheck, coz they really do………….!!

I hope it will be helpful.. just want to share something..

When you are talking to your customer, of course there are five forbidden phrases:
1. Don’t say the word…”I DONT KNOW”
2.) Dont say the word “we can’t do that.”
3.) Dont say NO to your client.
4.) If you are getting in a situation that you can’t really handle, dont’t say negative responses to the customer. It should be always POSITIVE and DIRECT TO THE point and well organized.
5.) Don’t say ” JUST A SECOND” .. you have to say something positive again just to make sure that your customer will not really offend.

Handling every call is like riding on a bike we need to be balance..PATIENCE is ALWAYS A VIRTUE!

There are some interesting points here – and the use of positive language does have a really vital point to play in customer communications.

However I can’t help feeling that some of the phrasing and words recommended here aren’t appropriate for everyday conversations.

In particular the use of the word ‘surely’ simply wouldn’t sit right with most callers – who wouldn’t use (or be used to hearing) the word ‘surely’ in the context of ‘You will surely be able to enjoy…’.

There are other words and phrases that would sound more natural and less bossy. For example ‘I’m hoping you’ll really enjoy…’.

Never tell the customer what they should be thinking or feeling – just point them in the right direction to get there…

– i understand how frustrating that might be
– i understand how inconvenient that must be
– i know that could be frustrating
– i understand how you feel

-It is unfortunate that.
-I truly empathize that.
-I sympathize with your situation/disappointment..

Empathy acknowledgement, ownership.

@Ram what works for me when I resolved the issue

“I hope in a way I was able to help you out with the concern.”

(if cx asks do I need to click on yes?)

“Any feedback will do.”

“I was happy that I was able to assist you for today….”

@Lyndsey: warn the customer.

Acknowledge the problem: I understand the frustration that you face right now, I am trying my very best to help you out. (add if customer is shouting) You do not need to be angry.

(Do not overly apologize) I do apologize is better than I’m sorry

We do not tolerate profanity, I will be terminating the call.

This is a second warning, I will be terminating the call if you will still use profane language.

This is the last warning. Thank you for calling.

This was an enjoyable read. Its all about positive words!

being a newbie, i’m getting my spiel here 🙂 God bless

thank you for this spiels it helped me much

These tips are really great, I always highlight the important of language to the team I manage. I manage a call centre that deals mainly with customer queries. We often over look how powerful words are and how they can completely change positive communication with a person to a negative exchange when words are chosen wrongly. I found the following resources really helpful when doing some refresher customer service training with staff I know have these 5 do not say words displayed around the office. goo.gl/dzSM9b

The Customer Is NOT Always Right, But The Customer Is All We’ve Got!

Combined ideas, knowledge, curiosity and experiences result to an amazing web page that everyone must read on.
Congratulations to the creator of this.
Thanks to all accommodating contributors.
And lucky to us who were able to read this for free!

I totaly agree with the post. We can always translate the negative phrases to positive. For example,

Why not? → Sounds good.

No problem → Definitely!

Can’t complain → Everything’s going well, thanks.

I’m exhausted → I need a rest.

I’m going to forget → I’ll make sure I set a reminder.

It will not be delivered on time → It will be delayed.

Constructive criticism → Constructive Feedback.

Please hold → One moment, please

By using this idea of positive responses we can have a cumulative impact on the customer.

Nice set of words to translate negative phrases