Did you know? 61% of customers leave after just one bad experience, and 76% after two. Your word choice can make all the difference in keeping customers happy and loyal. This guide shows you how to use positive, clear, and effective language to resolve issues, build trust, and turn complaints into opportunities.
Key Takeaways:
- Positive Words Matter: Replace negative phrases like “I can’t help” with solution-focused alternatives like “Here’s what I can do.”
- Build Trust with Clear Communication: Use acknowledgment, action, and assurance to show customers you care.
- Avoid Harmful Language: Phrases like “Just calm down” escalate tension – opt for empathetic responses like “I hear your concern.”
- Boost Job Applications: Use strong action verbs like “Improved”, “Managed”, and “Resolved” to highlight your skills on resumes and in interviews.
- Ready-to-Use Scripts: Streamline responses with templates for common issues, such as delays or technical problems.
Quick Comparison Table: Words to Avoid vs. Words to Use
| Situation | Avoid Saying | Use Instead |
|---|---|---|
| Service Delays | “You’ll have to wait” | “Thank you for your patience.” |
| Upset Customers | “Just calm down” | “I understand your frustration.” |
| Unfavorable News | “That’s not possible” | “Here’s what we can do instead.” |
| Lack of Knowledge | “I don’t know” | “Let me find out for you right away.” |
Why it matters: Positive, actionable language improves customer satisfaction, builds loyalty, and even boosts profits by up to 75% with just a 5% increase in retention.
Read on for practical tips, example scripts, and phrases to use in everyday customer service scenarios.
57 Phrases to De-escalate Any Angry Customer
Key Customer Service Phrases for Daily Use
Using positive language consistently can greatly improve customer interactions, helping to build trust and achieve better outcomes. Here are some practical phrases and strategies for daily customer service scenarios.
Standard Greetings and Response Phrases
A good greeting sets the tone for the entire interaction. Personalized and friendly openings can leave a lasting impression and improve customer satisfaction.
Here are some examples of effective greetings:
| Situation | Professional Phrase | Why It Works |
|---|---|---|
| Initial Contact | “Welcome to [Company]. I’m [Name], how may I assist you today?” | Creates a warm, personal start |
| Follow-up | “Thank you for your patience. I’m here to help resolve this.” | Acknowledges the wait politely |
| Transfer | “I’ll connect you with our specialist. May I place you on hold for about 2 minutes?” | Sets clear expectations |
| Email Response | “Thanks for reaching out. I understand you need assistance with [issue].” | Shows active listening |
These phrases combine professionalism with a friendly tone, ensuring a positive start to any conversation.
Words That Help Calm Upset Customers
Handling upset customers requires empathy and a calm, solution-oriented approach. The right words can shift the conversation from conflict to collaboration.
“Customers, even the most difficult among them, respect confident, assertive professionals who say what they mean, mean what they say, without being mean when they say it”.
Here are some key phrases to ease tension:
- “I realize how frustrating this must be for you, and I’m here to help.” This validates their feelings and shows you’re on their side.
- “Here’s what we can do right now.” Keeps the focus on solutions.
- “I’m committed to finding a resolution.” Demonstrates dedication.
- “Let me explain the next steps.” Provides clarity and reassurance.
When emotions run high, pairing acknowledgment with actionable steps can guide the conversation toward resolution. Avoid being defensive and instead focus on what you can do to help.
Phrases to Remove from Your Responses
Some phrases can unintentionally create friction in customer interactions. To maintain a positive flow, it’s important to avoid certain expressions. As noted by Global Response:
“Communicating effectively with customers is more about saying the right words, of course – it’s also about keeping the right principles of communication in mind. And knowing how to do both is key for making customers feel heard, understood and valued – leading to long-term customer loyalty, satisfaction and trust”.
Here’s a quick guide on what to avoid and what to say instead:
| Instead of Saying | Use This Alternative | Impact |
|---|---|---|
| “I can’t help with that” | “Let me show you what options we have available.” | Keeps the focus on possibilities |
| “You misheard me” | “Let me clarify what I meant.” | Maintains respect |
| “That’s not our fault” | “I understand the situation, and here’s how we can help.” | Shows accountability |
| “Just calm down” | “I hear your concern, and I’m here to help.” | Demonstrates empathy |
| “You should have” | “Moving forward, I recommend…” | Keeps the conversation future-focused |
If you’re unsure about something, avoid saying “I don’t know.” Instead, try “Let me confirm that for you right away.” This approach maintains professionalism while ensuring accurate answers.
Tone and timing are just as important as the words you choose. Take a moment to pause before responding in heated situations, and use a steady, confident voice to convey both competence and care.
Customer Service Words for Job Applications
Getting a customer service job often hinges on using the right language to show your skills and experience. The right words can help your application stand out and demonstrate that you understand what the role requires.
Strong Resume Words for Customer Service
Kimberley Tyler-Smith, Senior Hiring Manager, advises: “Your customer service resume should emphasize the impact of your accomplishments and contributions with strong action verbs”.
Use clear action verbs to describe your achievements and their outcomes:
| Action Verb | Example Achievement | Impact |
|---|---|---|
| Improved | Increased application upgrade rates through targeted customer outreach | 57% higher conversion rate |
| Managed | Oversaw a customer account portfolio during a software migration while onboarding 2,500 new clients | Successfully onboarded 2,500 new clients |
| Created | Developed a comprehensive internal knowledge base | Reduced administrative time by 40% with a 90% satisfaction rating |
| Implemented | Executed fraud prevention strategies | $75,000 in cost savings |
Incorporate a mix of action verbs to highlight your expertise:
- Communication: Mediated, Translated, Influenced
- Leadership: Orchestrated, Supervised, Coordinated
- Problem-Solving: Diagnosed, Troubleshooted, Resolved
- Process Improvement: Streamlined, Systematized, Optimized
These strategies not only strengthen your resume but also help you confidently discuss your accomplishments during interviews.
Interview Phrases That Show Experience
During interviews, focus on showcasing problem-solving abilities and a customer-first approach. Using the STAR method (Situation, Task, Action, Result) with measurable outcomes is a great way to frame your responses.
“Two-way trust, open and honest communication, and fearless sharing are cornerstones of the relationships that come to mean the most to us.” – Jeanne Bliss
Here are some examples of how to present your experience effectively:
- Conflict Resolution Example:
“In my previous role, I managed a portfolio of 15,000 customer accounts during a major software upgrade. By implementing proactive communication strategies and personalized onboarding processes, we maintained a customer satisfaction rate 10% above the company average.” - Efficiency Improvement Example:
“I identified a way to improve our knowledge management system. By creating 80 standardized internal resources, we cut administrative time by 40%, enhanced employee onboarding, and achieved a satisfaction rating 10% above the company average.”
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Ready-Made Customer Service Scripts
These scripts are designed to keep interactions consistent and friendly while addressing customer needs effectively. They act as practical tools for maintaining a uniform tone and approach across various scenarios, ensuring every customer feels valued.
Response Templates for Common Issues
Using scripts can help streamline resolution times and create a consistent customer experience. Below are examples of response templates tailored for frequent situations:
Acknowledging Customer Concerns:
"I understand [specific issue] is causing frustration. Let me help
you resolve this situation. First,
could you confirm [relevant account details] so I can access your information?"
Delivering Unfavorable News:
"While I can't [requested action] at this moment, here's what I can do to help:
[provide 2-3 alternative solutions]. Which option would work better for you?"
Setting Professional Boundaries:
"I'd like to help resolve your concern. Please explain the issue again so
I can focus on a solution."
| Situation | Instead of Saying | Recommended Response |
|---|---|---|
| Service Delays | “You’ll have to wait” | “I can expedite this by [specific action]” |
| Technical Issues | “That’s not possible” | “Here’s what we can do instead…” |
| Billing Questions | “I can’t help with that” | “Let me connect you with our billing specialist” |
These templates are a starting point. For more specific scenarios, refer to the quick reference guide below.
Quick Reference Word Guide
Support teams can use this guide for quick-access phrases that encourage smooth, natural conversations. It complements earlier advice on using clear and effective language.
Key Phrases for Different Scenarios:
- Opening Conversations
Begin with a warm greeting and a clear purpose. Use language that builds rapport while gathering the necessary details. - Problem Resolution
Emphasize solutions with action-oriented language. Research shows that combining empathy with clear next steps improves customer satisfaction. - Call Wrap-up
Conclude by confirming the resolution and outlining any follow-up actions:"To summarize: I've [action taken] and you'll receive [specific outcome] by [timeframe]. Is there anything else you need assistance with?"
Better Word Choices in Customer Service
The words you choose can shape customer trust and steer interactions toward positive outcomes.
Words That Help vs. Words That Hurt
As we discussed earlier, using positive language plays a crucial role in customer service. The table below highlights phrases that can either calm a situation or unintentionally escalate it. According to research, 65% of people prefer a casual tone in customer service. However, 78% report frustration when an overly casual tone is used to deliver bad news.
| Customer Service Situation | Harmful Phrase | Helpful Phrase | Why It Matters |
|---|---|---|---|
| Service Updates | “You’ll need to be patient” | “Here’s what’s happening now” | Encourages transparency |
| Process Questions | “That’s not how it works” | “Let me explain the process” | Promotes understanding |
| Account Changes | “You should have known” | “Moving forward, we can” | Preserves respect |
| System Issues | “Nothing I can do” | “Here are our options” | Demonstrates initiative |
“Two-way trust, open and honest communication, and fearless sharing are cornerstones of the relationships that come to mean the most to us.” – Jeanne Bliss
Using thoughtful phrasing like this sets the stage for turning complaints into actionable solutions.
Converting Complaints into Solutions
Handling complaints effectively requires specific techniques:
- Acknowledge and Act: Start by saying, “I understand this situation”, then clearly outline the next steps you’ll take.
- Set Clear Expectations: Be precise about what you’re doing, such as, “I’m reviewing your account details now and will update you within 10 minutes.”
- Reframe Your Language: Instead of saying, “You must have misunderstood”, try, “I can see how that might have been confusing.” If you can’t fulfill a request, avoid outright refusal and say, “Let’s explore what options are available.”
“Earn trust, then you can worry about the rest.” – Seth Godin
Even complaints can be opportunities. Thanking customers for their feedback shows you value their input and helps rebuild trust while strengthening relationships.
Conclusion: Best Practices for Customer Service Language
Great customer service starts with thoughtful word choices and consistent communication – this has been a central focus throughout this guide. Here are some important areas to prioritize:
Be Transparent to Build Trust
Clear and honest communication goes a long way in earning trust. If you don’t know the answer, saying something like, “I’m not sure, but I’ll find out for you!” is far better than guessing or giving incorrect information.
Adapt Your Tone to the Situation
While 65% of customers prefer casual conversations, context is everything. For instance, 78% of people feel frustrated when casual language is used to deliver bad news. As Jeanne Bliss points out, open and honest communication is essential.
Leverage Technology to Improve Service
Modern tools can combine the human touch with advanced tech. AI-powered solutions can help teams:
- Maintain consistent and professional messaging
- Provide quick, multilingual support
- Share accurate information efficiently
- Monitor and improve communication effectiveness
