{"id":76787,"date":"2020-09-01T11:16:25","date_gmt":"2020-09-01T11:16:25","guid":{"rendered":"https:\/\/intelligentbee.com\/blog\/?p=76787"},"modified":"2025-11-03T11:01:13","modified_gmt":"2025-11-03T11:01:13","slug":"10-customer-service-phrases-you-should-and-shouldnt-be-using","status":"publish","type":"post","link":"https:\/\/intelligentbee.com\/blog\/10-customer-service-phrases-you-should-and-shouldnt-be-using\/","title":{"rendered":"10 Customer Service Phrases You Should (And Shouldn\u2019t) Be Using"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Customer service is all about knowing what to say and how to say it. That is, somewhat ironically, customer service phrases are easier said than done.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">One thing that can certainly help is bringing more consistency to your interactions. Repeatable phrases are your best bet. Using the right ones can help you convey information in a warm, concise, and genuine manner. They can also give you something to lean on in difficult situations where it\u2019s unclear what you should say.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">On the other hand, the wrong phrases are open to misinterpretation. Either that or they\u2019re simply clich\u00e9 or robotic. Knowing what they are and why you should avoid them is just as important as knowing the right phrases.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Let\u2019s start with the latter. Here are six customer service phrases you should be using.\u00a0<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_68_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/intelligentbee.com\/blog\/10-customer-service-phrases-you-should-and-shouldnt-be-using\/#%E2%80%9CI_can_understand_how_blank_that_must_be%E2%80%9D\" title=\"\u201cI can understand how (blank) that must be.\u201d\">\u201cI can understand how (blank) that must be.\u201d<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/intelligentbee.com\/blog\/10-customer-service-phrases-you-should-and-shouldnt-be-using\/#%E2%80%9CHappy_to_help%E2%80%9D\" title=\"\u201cHappy to help.\u201d\">\u201cHappy to help.\u201d<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/intelligentbee.com\/blog\/10-customer-service-phrases-you-should-and-shouldnt-be-using\/#%E2%80%9CLet_me_find_that_out_for_you%E2%80%9D\" title=\"\u201cLet me find that out for you.\u201d\u00a0\">\u201cLet me find that out for you.\u201d\u00a0<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/intelligentbee.com\/blog\/10-customer-service-phrases-you-should-and-shouldnt-be-using\/#%E2%80%9CThanks_for_the_heads_up%E2%80%9D\" title=\"\u201cThanks for the heads up!\u201d\u00a0\">\u201cThanks for the heads up!\u201d\u00a0<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/intelligentbee.com\/blog\/10-customer-service-phrases-you-should-and-shouldnt-be-using\/#%E2%80%9CIll_pass_this_on_to_the_team%E2%80%9D\" title=\"\u201cI\u2019ll pass this on to the team\u201d\u00a0\">\u201cI\u2019ll pass this on to the team\u201d\u00a0<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/intelligentbee.com\/blog\/10-customer-service-phrases-you-should-and-shouldnt-be-using\/#%E2%80%9CIve_taken_a_look_at_the_situation%E2%80%9D\" title=\"\u201cI\u2019ve taken a look at the situation\u201d\">\u201cI\u2019ve taken a look at the situation\u201d<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"%E2%80%9CI_can_understand_how_blank_that_must_be%E2%80%9D\"><\/span><b>\u201cI can understand how (blank) that must be.\u201d<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">This is obviously suitable for upset customers. As for what you replace the (blank) with, it comes down to using your empathy to read their mood and relate with how they\u2019re feeling. Annoying, upsetting, difficult, and infuriating are some of your options. Try not to downplay their emotional state.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"%E2%80%9CHappy_to_help%E2%80%9D\"><\/span><b>\u201cHappy to help.\u201d<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">There are fewer customers who will tell you that they\u2019re unhappy than there are customers who will just walk away. That\u2019s why you need to ensure that they\u2019re satisfied before they leave.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When it comes to writing your closing message, ending with \u201cLet me know if there\u2019s anything else I can assist with\u201d is a good idea. Adding the \u201cHappy to help\u201d assures the customer that there are no wrong questions, and you\u2019re willing to take on anything they might send your way. It\u2019s quick, simple, and highly comforting.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"%E2%80%9CLet_me_find_that_out_for_you%E2%80%9D\"><\/span><b>\u201cLet me find that out for you.\u201d\u00a0<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">You\u2019ll inevitably run into the occasional situation where you don\u2019t know how to solve a customer\u2019s problem or answer their question. The last thing you want to do is say, \u201cI don\u2019t know\u201d or \u201cSorry, we\u2019ve dealt with that before.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Instead, use positive language and bring the focus on the solution. Start with something like \u201cGreat question!\u201d before letting the customer know that you\u2019re doing something. Avoid bringing any sense of uncertainty into the picture, which is what phrases like \u201cIf I remember correctly\u201d or \u201cI\u2019m pretty sure\u201d do \u2013 rather, be clear and precise.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"%E2%80%9CThanks_for_the_heads_up%E2%80%9D\"><\/span><b>\u201cThanks for the heads up!\u201d\u00a0<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">As we now know, most customers don\u2019t speak up when there\u2019s an issue. Those who do the opposite and go as far as sending a detailed bug report or explaining a problem with your product are providing a great deal of value. The same is true for customers who give suggestions on how you can make things better. They all deserve some appreciation.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">At the very least, include a \u201cThanks for bringing this to our attention!\u201d in your conversation. Showing recognition when someone has gone the extra mile to help is how you lay the foundation for lasting relationships.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"%E2%80%9CIll_pass_this_on_to_the_team%E2%80%9D\"><\/span><b>\u201cI\u2019ll pass this on to the team\u201d\u00a0<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Telling the customer that their concerns have been recorded and sent to the relevant people is another way to make them feel that they have been heard and appreciated.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Conversely, you shouldn\u2019t say it if it isn\u2019t true. Be upfront about the situation rather than make them expect a change that never comes. You can keep these interactions positive by providing alternatives and saying \u201cthanks\u201d in any case.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"%E2%80%9CIve_taken_a_look_at_the_situation%E2%80%9D\"><\/span><b>\u201cI\u2019ve taken a look at the situation\u201d<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Oftentimes, conversations need to be transferred due to changes in shifts or issues that require special handling. This can be disconcerting for the customer, especially when they anticipate having to repeat everything they\u2019ve already said.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Assuring them and confirming that you know what\u2019s going on can help to ease the handover process. It\u2019s worth noting here that the customer should never be put in a situation where they have to repeatedly explain what\u2019s going on. Make internal notes part of the transfer so that no information is lost along the way.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So, there you have it &#8211; these phrases can add a delightful touch to your conversations. As for the phrases that follow, your best bet is to avoid them entirely.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here are four customer service phrases you shouldn\u2019t be using.\u00a0<\/span><\/p>\n<h3><b>\u201cUnfortunately, I can\u2019t do that\u201d\u00a0<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">In Apple\u2019s \u201cbook of forbidden customer service words,\u201d some alternatives are suggested to the big no-nos. This includes turning \u201cunfortunately\u201d into \u201cas it turns out.\u201d The core principle is to turn negative language into something positive.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">No customer wants to hear about what you can\u2019t do &#8211; especially when it relates to the issue at hand. Rather, focus on what you can do. Anything related to negative language can make the customer feel rejected, which isn\u2019t conducive to your relationship with them.\u00a0<\/span><\/p>\n<h3><b>\u201cYour call is important to us\u201d\u00a0<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Is it, though? How important can their call be if you are not answering it?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s one thing to tell your customer that you value their business, but it\u2019s another to show it. Platitudes about the customer\u2019s importance are far too clich\u00e9 to pass these days. They sound scripted and are usually mentioned when the complete opposite appears to be true.\u00a0<\/span><\/p>\n<h3><b>\u201cAre there any other problems I can help with?\u201d\u00a0<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">This is a simple case of poor wording. These kinds of phrases have good intentions but can come off negatively, as they imply that there might be other problems.\u00a0<\/span><\/p>\n<h3><b>\u201cCan you (blank)?\u201d<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Anything that increases the perceived effort required by the customer should be avoided, including asking them to solve a problem that shouldn\u2019t exist. For example, you shouldn\u2019t ask them to send you a fax, print a document, or scan a paper. Not in this day and age. Being shuffled around through outdated processes is frustrating.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That said, it\u2019s sometimes necessary to ask the customer to perform a task that you can\u2019t do yourself. In that case, it\u2019s important to make it appear as a team effort and to explain why the task is necessary.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As you note down the phrases to use and avoid, remember that authenticity is key. If you only say something when you mean it, you can rest assured that you\u2019re moving in the right direction.\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer service is all about knowing what to say and how to say it. That is, somewhat ironically, customer service [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2121],"tags":[],"yst_prominent_words":[2241,2422,2421,2420,2419,2418,2417,2416,2415,2414,309,1250,1089,674,480,461,455,450,389,329],"post_mailing_queue_ids":[],"_links":{"self":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/76787"}],"collection":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/comments?post=76787"}],"version-history":[{"count":4,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/76787\/revisions"}],"predecessor-version":[{"id":133577,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/76787\/revisions\/133577"}],"wp:attachment":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/media?parent=76787"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/categories?post=76787"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/tags?post=76787"},{"taxonomy":"yst_prominent_words","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/yst_prominent_words?post=76787"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}