Creating meaningful rapport with customers is key to delivering memorable service. Simple yet powerful phrases can show empathy, build trust, and enhance the overall experience.
To help you connect with customers more effectively, we asked our panel, “What are the best phrases for building rapport?” Here are 20 standout examples they shared.
Sample Rapport Statements For Customer Service
Blunt
1. “How Are You Today?”, “How Is Your Day Going?
Incorporating questions about the customers day into the call, shows genuine interest in the other person means, and encourages them to engage more openly in the conversation.
Contributed by: Carolyn Blunt
2. “Your Order”, “Your Query”, “Your Issue”
Talking on a personal level can help build rapport. Using “your” shows that the customers concerns are important and validates their experience.
Contributed by: Magnetic North
3. “Right, Let’s Get This Issue Fixed…”
This phrase shows a proactive and confident attitude, reassuring the customer that you’re committed to finding a solution quickly and efficiently.
Contributed by: Genesys
Mullard
4. “Please”, “Thank you” and “Sorry”
By saying ‘please’, ‘thank you’, and ‘sorry’, you are showing that you are polite which brings a comfort to the customer making them feel valued and respected.
Contributed by: Beverley Mullard
5. “We’ll Look Into This Immediately”
Telling the customer you will act immediately shows that you recognise the urgency of the matter. Make sure you keep the customer informed and provide a quick resolution.
Contributed by: Vonage
6. “I Can Help” OR “I Will Take Care of That”
Using “I” is on a more personal and connective level than using “We”. After all, there is only you and the customer on the line. Let them know that “I” will fix that issue for them. Taking ownership is key.
Contributed by: Magnetic North
7. “I Can’t Imagine How Stressful It Is…”
This phrase shows empathy and understanding, helping the customer feel heard and supported during a challenging situation.
Contributed by: Genesys
8. “I’ll Sort That For You Immediately”
This statement reassures the customer that their issue is a priority and will be addressed quickly, instilling confidence and reducing any anxiety.
McCrossan
9. “We Thank You For Letting Us Know About This”
This phrase shows appreciation for the customer’s feedback, making them feel valued and reinforcing the importance of their input in improving service.
Contributed by: Richard McCrossan
10. “I Understand”
The statement ‘I understand’ validates the customers experience and makes them feel heard and respected. This can help diffuse tension and frustration.
Contributed by: Steve Morgan
11. “I’m Really Sorry About This, I’ll Get It Sorted For You”, “Can You Tell Me Your Account # and I’ll Have a Look For You”
Offering to ‘get it sorted’ shows ownership and accountability and that you are willing to find a solution. It can build trust and confidence in the company.
Contributed by: Emz
12. “I’m On Your Side, However We Should Find a Solution Right Now Which Is…”
Using WE is important to build rapport especially when suggesting solutions as it creates a sense of being on their side and working together.
Contributed by: Mocca, a Call Centre Helper reader
13. “Good [Morning/Afternoon/Evening], This Is [Your Name] Speaking. How Can I Make Your Day Easier?”
Starting the call with a friendly and positive greeting sets a welcoming tone. By asking ‘how can I make your day easier’ shows the customer that you are focused on meeting their needs.
14. “Hello! You’re Speaking With [Your Name] From [Company Name]. How Can I Provide You With Excellent Service Today?”
Introducing yourself with a phrase like this makes you seem friendly, approachable and polite. It personalises the interaction and sets a positive tone for the rest of the call, making it easier to establish rapport.
15. “Once We’ve Resolved This Issue, I’ll Follow up With You to Ensure Everything is Working Smoothly.”
This statement builds rapport as it shows a genuine care and reassurance that their issue is will get fixed. By following up you are building trust and creating a relationship with the customer.
Contributed by: Jonty Pearce
16. “Do You Mind Holding 2-3 Minutes While I Research or Process Your Request?”
By doing this, you are asking the caller permission to hold, you are giving them a reason for the hold, and your providing them an attainable timeframe for the hold.
Contributed by: Brian Pratt
17. “I Will Fix This Issue For You”
By letting them know that “I” will fix that issue, you are connecting on a more personal level and that you are taking ownership of the problem.
Contributed by: Britney
18. “No Worries, I Will Help You Get This Issue Resolved”
By using ‘will’ you are installing confidence in the customer that you can help them, providing a sense of relief and confidence that the situation will be handled efficiently.
Contributed by: Melissa Radcliff
19. “It Would Be Hard For Me To Understand How You Feel, But I Can Tell You That I Care…”
Acknowledging their emotions and saying that you care validates their feelings and builds trust. It helps create a connection and shows genuine interest in the customers well being.
Contributed by: James, a Call Centre Helper reader
20. “Is There Anything Else I Can Help You With?”
The last sentence at the end of the call leaves the essential ‘long lasting impression’ among the customers. By asking if there is anything else you can help with allows the customer to raise any other concerns or questions they may have, ensuring a thorough resolution to their issues.
Contributed by: Biju Jose
Printable – 20 Examples of Rapport Building Statements
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These sample rapport statements are great examples to show simple ways you can use words and phrases in customer service to start establishing rapport. For more articles on rapport building, why not also have a look at:
- The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
- What Is Customer Rapport? And 15 Ways to Build It
- Rapport Building With Angry Customers – With Examples
- How to Build Rapport on the Phone
Author: Megan Jones
Reviewed by: Hannah Swankie
Published On: 12th Nov 2014 - Last modified: 11th Mar 2025
Read more about - Skills, Beverley Mullard, Carolyn Blunt, Downloads, Empathy, Genesys, Intrado, Language, Positive words, Printable, Rapport, Richard McCrossan, Vonage
