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Why am I writing this article? Some very valuable insights about good customer service from Zenkesk made me write this article right now. That’s when I realized that positive customer service phrases have positive effects on customers and indirectly on your business. 

Positive phrasing in customer service matters the most. Every interaction with a customer matters. One wrong phrase and you risk damaging your relationship with a customer forever. 

But when you get it, right? You’re not just solving a problem; you’re building loyalty, trust, and a brand they’ll rave about. The truth is, the words you choose can make or break the entire customer experience.

The best customer service phrases can turn frustrated customers into your biggest fans, while the wrong ones can send them running for the nearest competitor. 

That’s why mastering the art of communication isn’t just a nice-to-have—it’s a must-have. Customers crave connection, empathy, and action, and the way you communicate delivers all three. Want to know the phrases that win customers over and the ones that send them packing?

Certain customer service phrases can help you with the following: 

1. A one-time buyer to a returning customer
2. A frustrated customer to a loyal one
3. A skeptical customer to a believer

Following are some tried and tested customer service phrases you should be using (and some that you should avoid) to create a positive and lasting impression on your customers:

13 Customer Service Phrases To Use in 2025

These phrases can be used in various situations, whether it’s over the phone, through email, or chat support, or the best is to feed your chatbots with these phrases. These phrases aren’t just for your team—they’re perfect for programming into your chatbots too. With the right language, your bots can deliver consistent, empathetic, and effective support, making every interaction feel personal and seamless.

1) Phrases to use in Greeting Customers:

This is why we say the first impression is the last impression. A good greeting sets the tone for a positive interaction from the very beginning. Use these phrases to make a strong first impression:

“Hello, how are you doing today?”

This simple and friendly greeting shows that you care about the customer’s well-being and sets a positive tone for the conversation.

“Welcome back! It’s great to hear from you again.”

A personal touch can go a long way in making customers feel valued and appreciated. This phrase acknowledges their previous interactions with your company and shows you remember them.

“Thank you for choosing our company, how may I assist you?”

Gratitude goes a long way in building rapport with customers. This phrase expresses appreciation for their business and invites them to share their concerns or needs.

When should you use greetings?

You should use greetings at the very beginning of every customer interaction—this isn’t just a nicety, it’s a strategy. A warm, confident greeting sets a powerful first impression and immediately establishes trust.

I especially say warm because an enthusiastic and genuine greeting can brighten someone’s day, even if they’re initially frustrated or upset. It shows that you are present, empathetic, and ready to help.

2) Phrases to use when Expressing Empathy:

Do you know what customers want more than anything? They want someone to listen. To hear their concerns, understand their frustrations, and validate their experiences. These phrases show that you care and are willing to help.

“I completely understand how frustrating this must be for you.”

Empathy is the cornerstone of customer service communication. You need to let customers know that you understand their situation and are there to help them.

“I’m sorry you’re experiencing this issue. Let’s work together to find a solution.”

Acknowledging the issue and expressing your willingness to help is crucial in building trust with customers. This phrase shows that you are on their side and ready to assist.

“I would feel the same way if I were in your shoes. Let’s see what we can do to make this right for you.”

Put yourself in the customer’s position and try to understand their perspective. The more you can empathize with them, the easier it will be to find a resolution that satisfies both parties.

When to use empathetic phrases?

Specifically, use empathetic phrases when a customer is expressing frustration, anger, or disappointment.

Example:

Customer: “I’ve been on hold for over an hour and still haven’t gotten through to anyone!”

Support Representative: “I completely understand how frustrating this must be for you. Let me see if I can expedite your call or find a better solution for you.”

By expressing empathy and using phrases like these, the support representative acknowledges the customer’s feelings and shows that they are actively working towards a resolution.

3) Phrases to use when Offering Solutions:

Customers reach out to customer service for one main reason: they need help. This is the most critical moment for a customer service representative to shine and make a positive impact. Solutions-focused right customer service phrases show that you are proactive and committed to resolving the issue.

“Let me see what I can do to resolve this for you right away.”

This phrase conveys a sense of urgency and shows that you are taking ownership of the problem. It reassures customers that their concerns will be addressed promptly.

“I have several options we can explore to find the best solution for your specific situation.”

Customers want choices, especially when they’re feeling frustrated or stuck. This phrase shows that you are willing to work with them to find the best possible outcome.

When to use solutions-focused phrases?

You need a proper balance of empathy and solutions-focused language in every customer interaction. It has a different language, but the tone should remain empathetic. In short, your tone should be supportive and helpful throughout.

Example:

Customer: “I’m having trouble accessing my account.”

Support Representative: “I apologize for the inconvenience, let me see what I can do to help you regain access or find a workaround.”

Did you see it? The tone is empathetic, the language is reassuring, and the focus is on finding a solution.

4) Phrases to use when Closing a Conversation:

I personally view the closing of a conversation as an opportunity to leave a lasting impression. It actually sets the tone for future interactions and can determine how customers feel about your company overall. Use these phrases to leave a positive last impression:

“I hope I was able to resolve your issue satisfactorily. Is there anything else I can assist you with?”

The satisfaction of your customers should be your top priority. This phrase shows that you are genuinely interested in resolving their concerns and that you are willing to go the extra mile to ensure their satisfaction.

“Thank you for reaching out to us, and we hope to hear from you again soon.”

Appreciation goes a long way in building customer loyalty. It directly acknowledges that the customer took the time to reach out and shows that their feedback is valued. It also leaves the door open for future interactions.

“Have a wonderful day, and thank you for choosing our company.”

A positive, friendly farewell can leave a lasting impression on customers. This phrase not only expresses gratitude but also wishes them well in their future endeavors.

When to use closing phrases?

Use these phrases at the end of every customer interaction, whether it was resolved or not. It shows that you value their time and are dedicated to providing excellent customer service.

Example:

The example is very short, so I’m just going to put the whole conversation.

Customer: “I received the wrong item in my order.”

Support Representative: “Oh no! I apologize for the error. Let me see what I can do to resolve this for you right away. Would you like a replacement or a refund for the incorrect item?”

Customer: “A replacement would be great.”

Support Representative: “Absolutely, I’ll get that processed for you now. Is there anything else I can assist you with today?”

Customer: “No, thank you, that’s all.”

Support Representative: “Thank you again for bringing this issue to our attention and choosing our company. Have a wonderful day!”

It’s very clear that the support representative used a combination of empathy, solutions-focused language, and closing phrases to leave a positive impression on the customer. This increases the likelihood of them returning as a satisfied customer in the future.

5) Phrases to use when dealing with Difficult Customers:

Let’s face it: not every customer interaction will be smooth sailing. There will be times when you encounter difficult or irate customers who are unhappy with your company’s products or services. In these situations, it’s important to remain calm and professional while trying to find a resolution.

“I understand that this situation is frustrating for you. Let me see what I can do to make it right.”

Acknowledging the customer’s frustration and offering to help shows that you are on their side and willing to work towards a solution.

“I apologize for any inconvenience this has caused you. Can we discuss some options together?”

Apologizing can go a long way in diffusing a tense situation. This phrase also invites the customer to work with you in finding a resolution.

“I am committed to finding a solution that satisfies both parties. Let’s work together to find the best way forward.”

Expressing your commitment to finding a mutually beneficial solution shows that you are dedicated to resolving the issue and creating a positive outcome for both parties involved. A customer sales representative who can handle difficult customers with grace and professionalism is a valuable asset to any company.

When to use phrases with difficult customers?

Ideally, these phrases should be used from the beginning of the interaction when you sense that a customer is becoming difficult. However, they can also be used throughout the conversation to de-escalate and find a resolution.

Example:

Customer: “I am so frustrated with your product, it’s not working at all!”

Support Representative: “I understand your frustration, and I apologize for any inconvenience this has caused you. Let’s work together to troubleshoot and find a solution.”

You can continue using similar phrases throughout the conversation to show empathy, apologize for any issues, and work towards finding a resolution. Remember to remain calm, professiona,l and focused on finding a solution that satisfies both parties.

6) Phrases to use when putting customers on hold

There are several moments during a customer interaction where it may be necessary to put the customer on hold. It could be to look up information, consult with a supervisor, or transfer the call to another department. In any case, it’s important to handle this situation professionally and keep the customer informed.

“I will transfer you to our technical support team who will be better equipped to assist you with this issue. May I place you on hold while I connect you?”

A clear example of when to use this phrase is when a customer calls in with a technical issue, and you need to transfer them to the appropriate department. It shows that you are taking the initiative to connect them with the right person and also ask for their permission before placing them on hold.

“I apologize for the wait. I am still looking into this for you. Would it be possible for me to put you on hold momentarily while I gather more information?”

In situations where you need some time to research or gather information, it’s important to keep the customer informed of what is going on. This phrase acknowledges the wait and seeks permission from the customer before placing them on hold.

“Thank you for holding, I appreciate your patience. I have just a few more minutes of research, and then I will be right back with you.”

It’s important to express gratitude and acknowledge the customer’s patience when they have been on hold for an extended period of time. This phrase also lets them know that you are almost done and will be back with them shortly.

Example:

Support Representative: “Thank you for calling our company, my name is [Name]. How can I assist you today?”

Customer: “I need to check the status of my order.”

Support Representative: “Absolutely, let me pull up your order information. While I am doing that, may I put you on hold for a minute?”

Customer: “Sure, that’s fine.”

Support Representative: “Thank you for waiting, it looks like your order is currently in transit and should be delivered within the next two business days. Is there anything else I can assist you with today?”

Remember to always ask for permission before placing a customer on hold and keep them informed of any delays or updates. This shows respect for their time and keeps them engaged in the conversation.

Professional Words for Customer Service Representatives

Words matter—period. The way you communicate with your customers can be the difference between a one-time buyer and a lifelong advocate for your business. Professional, empathetic, and clear communication isn’t just a nice to have; it’s an absolute necessity in today’s competitive market. Customers remember how you make them feel, and your words are the foundation of that experience.

The following words have value – they communicate respect, understanding, and appreciation for the customer’s needs. No matter the situation, these words will create a positive impression and build trust with your customers.

• Thank you: This simple yet powerful word shows gratitude and appreciation for the customer’s business. Use it at the end of every interaction to leave a positive, lasting impression.
• I understand: Empathizing with your customers’ concerns can go a long way in building trust and rapport. Use this phrase to show that you are listening and trying to understand their perspective.
• My pleasure: A great alternative to “you’re welcome,” this phrase is more personal and lets the customer know that it was enjoyable for you to assist them.
• Absolutely: When used in response to a request, this word shows that you are confident and willing to help. It also adds a level of enthusiasm and positivity to the conversation.
• Certainly: Similar to “absolutely,” this word conveys a willingness to assist and provide a positive outcome for the customer.
• I apologize: Taking responsibility for any mistakes or inconveniences shows accountability and respect for the customer. Use it genuinely in situations where an apology is necessary.
• Allow me: When offering assistance, use this phrase instead of “let me” to show that you are granting permission and taking ownership of the task.
• Here’s what we can do: Instead of saying “I don’t know” or “we can’t,” offer solutions or alternatives by using this phrase. It shows that you are proactive and focused on finding a resolution.
• Absolutely right: When a customer is correct, use this phrase to acknowledge their knowledge and expertise. It also shows humility and a willingness to learn from the customer.
• Great question: Use this phrase when a customer asks a thoughtful or insightful question. It shows that you appreciate their engagement and encourages further communication.

Top 4 Phrases to Avoid in Customer Service:

While there are many phrases that can be used effectively in customer interactions, there are also some customer service phrases to avoid at all costs. These phrases can come across as unprofessional or insincere and may even escalate the situation.

1) “I don’t understand.”

This phrase can make the customer feel like you are not listening or paying attention to their concerns. A negative or dismissive tone can also come across when saying this phrase. Whenever possible, try to rephrase the question or concern to show that you are actively listening.

Example: Instead of saying, “I don’t understand what the problem is,” try saying, “Can you explain the issue to me in more detail so I can better assist you?”

Or you can say, “Can you clarify that point for me, please?”

2) “There’s nothing I can do.”

This phrase can be frustrating for customers to hear as it gives them the impression that their concerns are not being taken seriously or addressed. Usually, customers reach out to customer service as a last resort, so it’s important to make sure they feel heard and that their issues will be addressed.

Example: Instead of saying, “There’s nothing I can do,” try saying, “Let me see what options are available for us to resolve this issue,” or “I will escalate this to my supervisor for further assistance.”

3) “Calm down.”

Telling an upset customer to calm down can often have the opposite effect and make them even more upset. When emotions are running high, it’s important to remain calm and professional in order to de-escalate the situation.

Example: Instead of saying, “Calm down,” try saying, “I understand this is a frustrating situation; let’s work together to find a solution,” or “I apologize for any inconvenience this has caused. Let’s see how we can resolve this.”

4) “That’s our policy.”

While policies are important to follow, using this phrase as an excuse can come across as dismissive and unhelpful. Instead of focusing on what cannot be done, try to find a solution within company policies or offer alternatives.

Example: When a customer is requesting a refund outside of the company’s return policy, instead of saying, “That’s our policy,” try saying, “While we do have a strict return policy, let me see if there are any other options available for you” or “I understand your request and will escalate this to my supervisor for further review.”

Final Words:

2025 is the year to elevate your customer service game, and the right words can make all the difference. Every phrase you use is an opportunity to either strengthen your relationship with a customer or risk losing them. When you use empathetic, solution-focused, and considerate language in customer interactions, you do more than resolve issues—you foster loyalty and turn customers into passionate brand advocates.

Remember, great customer service isn’t just about fixing issues; it’s about delivering an experience that feels personal, seamless, and memorable.

Whether you’re programming chatbots, training your customer service team, or handling tough conversations yourself, the phrases you use set the tone for how your brand is perceived. So, choose your words wisely and watch your customer satisfaction skyrocket. So go forth confidently, assertively, and persuasively in your customer interactions! 

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