47 Excellent customer service phrases + 14 to avoid

Every customer interaction is an opportunity to shape how people feel about your brand. The words your team uses — and the way they use them — play a major role in building trust, reducing frustration and guiding conversations in the right direction. This is why choosing the right customer service phrases matters more than ever.

Clear, supportive language helps teams stay consistent, especially when conversations start to feel busy or complex. And when done well, it has a measurable impact. Research shows that positive customer service experiences make people far more likely to return, recommend your business and engage with your team again.

Whether you’re onboarding new agents, coaching an experienced support team or running customer conversations yourself, having a set of reliable, thoughtful phrases can make everyday communication easier — for both your team and your customers.

In this guide, you’ll find practical customer service phrases to use, the phrases to avoid and tips on how to communicate with clarity, calm and confidence across every channel.

What are customer service phrases and why do they matter?

Customer service phrases are short, intentional sentences that help teams communicate clearly, calmly and consistently with customers. These phrases guide conversations, show empathy and make it easier for agents to respond in a way that feels supportive — even when the interaction is complex or emotionally charged.

In customer-facing roles, the right words do more than answer a question. They help set expectations, reduce confusion and keep the conversation moving in a positive direction. This is especially important in digital channels where you don’t have tone of voice or body language to rely on.

Strong customer service phrases also create consistency across your team. Whether someone is new to the role or managing high-volume conversations, having reliable phrasing to reference helps them stay confident and aligned with your brand’s tone.

They also have a real impact on customer experience. Research shows that a single negative interaction can push customers toward competitors, while positive communication can increase trust, loyalty and repeat purchases. The better your team communicates, the easier it becomes to build long-term relationships. Customer service phrases are simply tools — but when used well, they help your team create smoother conversations and happier customers across every channel.

47 Excellent customer service phrases

Below are clear, ready-to-use customer service phrases organised by intent. Each group includes examples, guidance, and practical tips to help your team communicate with empathy, clarity and confidence.

Greetings that set a warm and calm tone

A simple greeting does more than start the conversation. It helps the customer feel welcomed, understood and comfortable sharing what they need. These phrases work across phone, chat and email, and help agents create an inviting first impression — even in busy or stressful moments.

Customer service greeting phrases

1. “Hi there, how can I support you today?”
2. “Good morning! What can I help you with?”
3. “Thanks for reaching out. How may I assist you?”
4. “Welcome in. Let’s take a look at this together.”
5. “You’re in the right place. How can I help?”

Pro tips for greeting phrases

• Keep your tone calm — it helps set the mood for the rest of the interaction.
• Use simple language to avoid overwhelming the customer at the start.
• Show presence: even a short acknowledgement reassures them you’re fully there.

Acknowledging the customer’s concern

When customers feel stuck, the first thing they need is to be heard. Acknowledging their situation shows empathy, lowers frustration and helps build trust before you move into problem-solving.

Phrases that validate the customer’s situation

6. “I understand how that could be frustrating. Let’s fix it together.”
7. “Thanks for letting us know — I’m here to help.”
8. “I’m sorry you’re experiencing this. Let me take a closer look.”
9. “I hear you, and I appreciate you flagging this.”
10. “That sounds challenging. I’ll guide you through the next steps.”

Pro tips for acknowledging issues

• Reflect back what the customer has shared to show active listening.
• Keep your language calm and neutral, especially when emotions run high.
• Avoid minimising the issue — even small problems matter to customers.

Offering clear solutions and next steps

Once the issue is acknowledged, customers want clarity about what happens next. These phrases help you guide the conversation toward a practical solution while keeping expectations clear and manageable.

Phrases for offering solutions

11. “Here’s what I can do for you right now.”
12. “Let’s try this solution first and see if it helps.”
13. “I’ll take care of this and keep you updated.”
14. “You’re in good hands — let me handle this for you.”
15. “If this doesn’t solve it, I have another option we can try.”
16. “I’ve resolved the issue. Would you like help with anything else?”

Pro tips for solution-focused communication

• Explain the next step in one simple sentence.
• Offer choices when possible to give the customer control.
• Keep updates consistent — it builds trust and reduces confusion.

Politely asking a customer to wait or hold

Sometimes agents need a moment to review information or check with another team. These phrases help you request that time respectfully, without sounding abrupt or dismissive.

Phrases for requesting a short wait

17. “May I place you on a brief hold while I check this for you?”
18. “Thanks for your patience. I just need a moment to verify something.”
19. “I appreciate your time. Let me confirm this and get right back to you.”
20. “Please give me a moment to review your details.”
21. “Thanks for waiting — I have the information now.”

Pro tips for asking customers to wait

• Always ask permission before placing someone on hold.
• Give a realistic time estimate, even if it’s short.
• Thank them again once you return — it shows respect for their time.

Using positive power words to build trust

Power words help you sound confident, reassuring and solution-oriented. They show the customer that you’re committed to helping them and that they can trust your guidance.

Power words and phrases for customer service

22. “Absolutely — I can help with that.”
23. “Definitely, let’s sort this out.”
24. “I will take care of this for you.”
25. “I appreciate your clarity.”
26. “Sure thing — I’m on it.”
27. “You can count on me for this.”

Pro tips for power words

• Use them to reassure, not overpromise.
• Keep your tone grounded — confidence shouldn’t feel scripted.
• Pair a power phrase with a clear next step.

Apologizing and showing genuine empathy

An authentic apology shows customers that you take their experience seriously. These phrases help you express empathy while staying calm and professional.

Empathetic and apologetic customer service phrases

28. “I’m sorry this happened — thank you for your patience while we sort it out.”
29. “We didn’t intend for this to cause inconvenience. Let me fix it for you.”
30. “I understand how this situation has impacted you.”
31. “Thanks for your understanding while we resolve this.”
32. “I appreciate you bringing this to us.”

Pro tips for empathetic communication

• Apologise for the impact, not the blame.
• Keep it sincere — avoid over-apologising.
• Combine empathy with action to show you’re moving forward.

Gathering and confirming important information

Clear information helps avoid misunderstandings and speeds up resolution. These phrases help you collect details in a calm, structured way so the customer feels supported, not interrogated.

Phrases for collecting or confirming details

33. “To help you better, could you share a few more details?”
34. “Just to confirm, you’re referring to [repeat detail], right?”
35. “Let me make sure I understand correctly — here’s what I’m hearing.”
36. “Could you walk me through what happened before this?”
37. “Thanks — that helps me get a clearer picture.”

Pro tips for collecting information

• Summarise what you’ve heard to confirm accuracy.
• Avoid assumptions — always ask instead of guessing.
• Keep questions short and simple.

Expressing gratitude and recognising customer effort

A small “thank you” can turn a simple conversation into a positive experience. Gratitude shows that you value the customer’s time, feedback and patience.

Customer service phrases to express appreciation

38. “Thank you for sharing this with us — it helps us improve.”
39. “I appreciate your patience while we worked on this.”
40. “Thanks for being with us today. We appreciate you.”
41. “Your feedback means a lot — thank you.”
42. “Thanks for sticking with us while we got this resolved.”

Pro tips for showing gratitude

• Personalise your thanks when possible — use their name.
• Acknowledge both patience and feedback.
• A timely thank-you is more meaningful than a late one.

Closing the conversation politely and clearly

A strong closing helps customers leave the conversation feeling supported and confident about the next steps.

Phrases to close support interactions

43. “Is there anything else you’d like help with today?”
44. “Thanks again for reaching out — we’re here anytime.”
45. “I’ll follow up with you by [date/time].”
46. “If you need us again, don’t hesitate to contact us.”
47. “Wishing you a great day ahead — and thanks for connecting with us.”

Pro tips for closing conversations

• Make sure the customer knows what comes next.
• End with warmth — it builds long-term trust.
• Offer an open invitation to reconnect.

14 Customer service phrases to avoid

Even the most helpful conversation can shift in the wrong direction when the wrong phrase slips in. Certain expressions can sound dismissive, insincere or unhelpful — even if that’s not the intention. Here are the phrases your team should avoid, along with better ways to communicate the same idea.

1. “That’s not possible.”

Some requests can’t be fulfilled due to policies or technical limitations. But telling a customer something is “not possible” shuts down the conversation and signals unwillingness to help.

A more helpful approach shows understanding and focuses on what can be done.

Try instead: “I understand why you’d want that. Let’s look at the best available option together.”

2. “I can’t help you with that.”

This phrase instantly stops the customer’s momentum. It also suggests the issue is being dismissed — even when that’s not the intention.

If you truly can’t resolve the problem, you can still guide the customer, share next steps or redirect with care.

Try instead: “Let me point you toward the best person or approach to get this sorted.”

3. “Your call is important to us.”

Customers often hear this during long waits, and it has lost its meaning. When not paired with real support, it sounds automated and disconnected from their situation.

Instead, acknowledge their time and give them clarity.

Try instead: “Thanks for waiting — I’m here now and ready to help.”

4. “I don’t know.”

Most customers understand that no one has every answer instantly. What frustrates them is when there’s no willingness to find the answer.

Even if you’re unsure, show initiative.

Try instead: “Great question — let me find that information for you right away.”

5. “We apologize for any inconvenience this may cause.”

Although common, this generic phrase can feel impersonal and can minimise the customer’s experience. Customers appreciate direct, human communication, not scripted responses.

Try instead: “I’m sorry this disrupted your experience. Here’s what I’m doing to fix it.”

6. “Give me a second to check that...”

While often harmless, this phrase skips an important step: asking for permission. Customers value transparency, and they should know when they’re being placed on hold.

Try instead: “May I have a moment to review this for you? I’ll be right back.”

7. “Unfortunately, I can’t do that for you.”

This phrase reinforces limitations instead of solutions. Even when something truly isn’t possible, the customer should still walk away feeling supported.

Try instead: “Here’s what I can do to help in this situation.”

8. “I’m sorry you feel that way.”

This is one of the most harmful phrases in customer service. It puts the focus on the customer’s emotions instead of the issue — and can come across as dismissive.

Anchoring your apology in understanding is far more effective.

Try instead: “I see why this would be frustrating. Let’s work through it together.”

9. “Can I help you with anything else today?” (too early)

This phrase, used at the wrong time, can make customers feel rushed. Before offering closure, make sure the main concern has been addressed.

Try instead: “Let’s make sure we’ve fully resolved this. Is there anything still unclear?”

10. “I’m sorry. I didn’t recognise that request.”

When customers express themselves in unfamiliar or unclear ways, responding with confusion can make them feel blamed for the misunderstanding.

Instead, seek clarity gently.

Try instead: “Let me make sure I understand you correctly. Could you share a bit more?”

11. “Thank you for the feedback.” (used alone)

While expressing gratitude matters, this phrase can feel robotic when used without context. Customers want to feel like their insight led to something meaningful.

Try instead: “Thanks for sharing this — it gives us something valuable to improve.”

12. “That’s not my job.”

Few phrases damage trust faster. It signals a lack of ownership and makes the customer feel pushed between teams.

The expectation is simple: take responsibility for guiding the customer forward.

Try instead: “I can help you get this sorted. Let me connect you with the right person.”

13. “Don’t tell anyone I told you this.”

This creates risk for both the agent and the brand. It also makes the organisation appear inconsistent or unprofessional.

Always keep communication transparent and aligned with company policies.

Try instead: “Here’s what I can share to help you move forward.”

14. “You misheard me.”

This phrase places blame on the customer and can escalate frustration quickly. Even if there was a misunderstanding, the responsibility to clarify belongs to the agent.

Try instead: “Let me rephrase that to make it clearer.”

Final words

Supporting customers can feel challenging, especially when you’re juggling high volumes or unclear requests. But the words you choose — and how you deliver them — can make every interaction smoother, clearer and more reassuring. The right customer service phrases help you communicate with confidence, show empathy in stressful moments and guide conversations toward a positive outcome.

As you build or refine your customer service playbook, focus on clarity, warmth and consistency. Phrases that acknowledge the customer’s situation, offer direction or express gratitude can instantly shift the tone of an interaction. And when paired with the right tools, your team can deliver support that feels fast, personal and dependable.

If you want to make these conversations even easier, Trengo brings all your customer messages into one place — so your team can respond faster, stay aligned and deliver the kind of service customers remember for the right reasons.

See how Trengo helps teams create outstanding customer experiences. Book a free demo today and explore everything you can do with an organised, omnichannel inbox.

Frequently Asked Questions (FAQs)

Why are customer service phrases important in customer communication?

Customer service phrases shape how customers feel during conversations. The right wording builds trust, reduces frustration, and makes messages clearer. Phrases act as small cues that signal empathy, ownership, and professionalism. Tools like Trengo help teams stay consistent by offering shared templates and AI suggestions.

What makes a customer service phrase “good” or effective?

A good phrase is clear, friendly, and solution-focused. It reassures the customer, avoids blame, and moves the conversation forward. Effective phrases also use simple language and show willingness to help. With Trengo, teams can create libraries of approved phrases so every agent communicates confidently.

Do customer service phrases really affect customer satisfaction scores?

Yes. CSAT often improves when agents use empathetic and clear language. Phrases that acknowledge the customer’s concern, clarify next steps, and show responsibility create a more positive experience. Trengo’s analytics can help teams identify which communication styles lead to higher satisfaction.

How can I personalise good customer service phrases so they don’t feel robotic?

Personalise by including the customer’s name, referencing their specific issue, and adjusting the tone to match the situation. Keep the structure of strong phrases, but let agents adapt them naturally. Trengo supports this by offering customisable quick replies and AI-generated suggestions that stay on brand.

How can tone of voice change the impact of a phrase?

Tone affects how a message is interpreted, even if the words are the same. A warm and calm tone can reassure the customer, while a flat or defensive tone can create tension. Using positive, proactive language helps maintain clarity and trust. Trengo allows teams to store tone-of-voice guidelines to keep communication consistent.

What are examples of phrases that accidentally sound passive-aggressive?

Phrases like “As I already said…”, “You need to…”, or “That’s our policy” can sound dismissive even if they’re factual. Alternatives such as “Let me explain this another way” or “Here’s what we can do next” create a more helpful tone. Trengo’s AI suggestions help agents avoid wording that may sound sharp or defensive.

Should customer service teams create a shared phrase or tone-of-voice guide?

Yes. A shared guide helps every agent communicate with consistency, clarity, and empathy. It also reduces training time and improves customer satisfaction. Trengo makes this easy by allowing teams to store shared replies, writing guidelines, and reusable templates.

How can AI tools help agents pick better phrases in real-time?

AI can analyse messages, understand customer intent, and suggest the most helpful wording instantly. It helps agents stay consistent, maintain a friendly tone, and reduce response time. Trengo uses AI to recommend phrasing that matches the situation and aligns with your brand voice.

How does Trengo help agents choose better customer service phrases with AI-powered suggestions?

Trengo’s AI reviews the incoming message, understands the customer’s intent, and suggests clear, empathetic responses. Agents can personalise these suggestions before sending, ensuring messages stay helpful and human. This improves quality, reduces mistakes, and keeps tone consistent across the entire team.