30+ Customer Service Phrases for Professional Support

Key takeaways

• Using professional customer service phrases enhances customer experience, satisfaction, and improves customer loyalty.
• Excellent customer service is the foundation from which loyalty and trust are built.
• Empathetic, positive language can transform a negative interaction into one where the customer feels heard, validated, and confident in your business.

Customer service is a core element of nearly every business. Whether you provide B2B (business-to-business) or B2C (business-to-consumer) services, interacting with clients and customers is inevitable. How you handle these interactions can determine whether you build lasting relationships or drive them toward a competitor.

We’ve all been on the receiving end of customer service, and our experience likely shaped how we felt about the company and whether we chose to return. That’s why getting customer service right is so crucial.

Why the Right Customer Service Words Matter

When it comes to providing excellent customer service, nothing is more important than communication. The customer service words and phrases you use matter because they will shape the customer’s overall experience, often even more than the solution itself. 

Anyone who interacts with customers, whether in retail, tech support, healthcare, or hospitality, should learn these excellent customer service phrases. They are essential tools for building trust, resolving conflicts, and ensuring customers feel valued and understood.

30+ Customer Service Phrases to Use

We’ve put together a collection of useful customer service phrases to help you and your team build stronger relationships, boost customer satisfaction, and take your business to the next level.

Phrases to open with

Use these phrases to greet your customer in a warm, clear, and service-focused way.

1. “How can I help you today?”

This classic opening is warm and friendly and lets the customer know that you’re ready to help them. 

Example: “Welcome to [company]. My name is [name]. How can I help you today?”

2. “I’ll be happy to assist…”

This starts the interaction off in a positive manner.

Example: “Of course, I’ll be happy to assist with that.”

3. “That’s a great question.”

This shows the customer that you value the interaction and encourages dialogue. It can also give you a little time to think if needed.

Example: “That’s a great question. Here’s how our warranty works…”

4. “Just to clarify, the problem you’re experiencing…”

This is a great way to clarify the customer's issue and prevent misunderstandings early. It also shows you’re actively listening and taking in the information shared.

Example: “Just to clarify, you’re having difficulty accessing the online portal…”

Phrases for when there’s a problem

One of the toughest parts of any customer-facing role is handling problems or complaints, especially if the issue has cost the customer time, money, or peace of mind. In these moments, it’s crucial to use customer service phrases that show empathy, acknowledge their feelings, and help defuse tensions.

5. “I understand how you feel.”

Showing empathy and letting the customer know that their feelings are valid can calm tensions and lead to an easier resolution.

Example: “I understand how you feel. This was an important delivery, and the delay is frustrating.”

6. “I can see why that would be frustrating.”

This deepens validation of the customer’s feelings and shows them that you understand their perspective.

Example: “I can see why that would be frustrating. Let me see if I can fix this for you.”

7. “Thank you for bringing this to our attention.”

Showing that you appreciate feedback, even when it’s negative, can strengthen the trust between the customer and the business.

Example: “Thank you for bringing this to our attention. We’ll investigate right away.”

8. “We value your feedback.”

This reinforces that you take feedback seriously and that it helps to shape improvement within the business.

Example: “We value your feedback, and we’ll share it with our product team.”

9. “We’ll do our absolute best to make sure this doesn’t happen again.”

It’s usually best to avoid making absolute promises, since guarantees are hard to give. Still, this phrase reassures the customer that you’re taking their concern seriously and are committed to preventing the issue in the future.

Example: “We will do our best to make sure this doesn’t happen again by flagging it with our [team name] team.

10. “Thank you for your understanding.”

After a tough conversation, this phrase works well, even if the issue hasn’t been fully resolved yet. It wraps things up politely while leaving the customer feeling heard and validated.

Example: “Thank you for your understanding while we process the fix.”

7

Phrases for when you need to ask someone to wait

Asking a customer to hold or wait can feel awkward, but the right words can make all the difference. Here are some customer service phrases to help you ask for a little time without leaving the customer feeling frustrated.

11. “Would it be ok if I placed you on hold while I find out?”

This phrase works well when you don’t have the answer right away and need a polite way to buy time while you find the right solution. 

Example: “I need to look into that for you. Would it be ok if I put you on hold while I find out?”

12. “I appreciate your patience.”

Showing that you respect someone’s time can help lessen the blow when there is a delay or you need to place someone on hold. 

Example: “I appreciate your patience while I pull up your account.”

13. “Let me see what I can do for you.”

This signals that you need a little bit of time to look for a solution. It also shows that you’re actively working on their issue. 

Example: “Let me see what I can do for you to speed this up.”

14. “I’ll do my best to resolve this quickly.”

Setting a realistic goal shows the customer that you’re taking their concerns seriously. It reassures them you’ll work on a solution, while also being honest that it may not be possible.

Example: “Please hold for a minute while I do my best to resolve this quickly.”

15. “I’ll keep you updated.”

This can help to reduce a customer's anxiety and combat impatience while you work to resolve the issue. They won’t be left wondering if and when you will return.

Example: “I’ll keep you updated as soon as I hear back from [team/person].”

Phrases to say you don’t know the answer (yet)

There will always be a time (probably many!) when you don’t have the answer instantly. Instead of saying “I don’t know,” which can come across as abrupt and unhelpful, these customer service phrases show that while you don’t have the solution yet, you’re committed to finding it.

16. “That’s a great question, let me find out for you.”

This builds on number 3, and buys you time to find the answer while showing that you’re confident and solution-focused. 

Example: “That’s a great question. Let me find out for you, and I’ll get back to you shortly.”

17. “Let me double-check with our team.”

Sometimes it’s better to take longer to make sure you’re giving the customer accurate information, rather than rushing and possibly getting it wrong. 

Example: “Let me double-check with [team name/manager] so I can give you the most accurate answer.” 

18. “I’ll follow up with you on…”

If you think the solution is going to take longer to find, then letting the customer know when they can expect to hear from you is polite and professional.

Example: “I’ll follow up with you on Tuesday (30th July) with an update and a plan of action.”

19. “What I can do for you…”

This changes the focus from what you can’t do and moves it to what you can do, giving you a way to move forward.

Example: “What I can do for you is escalate this and get you a response within 24 hours.”

Phrases for escalating customer concerns

Sometimes you will come across problems or issues from customers that you can’t solve. When this happens, having an action plan and a stock of customer service phrases ready can save you time and help you to pass on a customer smoothly, without them getting upset.

20. “I’ll personally ensure that this issue reaches [team/person].”

This shows that you’re escalating the issue, but also that you will remain accountable to the customer. 

Example: “I’ll personally ensure that this issue reaches our IT services team today.”

21. “I’ll ensure this gets handled right away.”

Similar to above, this demonstrates that you’re taking accountability and will escalate the problem quickly and efficiently. 

Example: “I’ll ensure this gets handled right away by our [team name].”

22. “Here’s what I can do to resolve this…”

This maps out the steps that you plan to take to resolve the issue in a clear and polite manner. It also allows you to hand over the issue to a more appropriate person or team.

Example: “Here’s what I can do to resolve this: I’ll escalate your issue to [team] and update you by the end of the day.”

23. “I’m going to connect you with [team/person] who can help you.”

When handing a problem to another person or team, explain clearly to the customer who they’re being transferred to and why.

Example: “I’m going to connect you with our billing specialists who will be able to look into this matter further for you.”

Phrases to build trust and show accountability

Building trust with your customers is key to maintaining strong relationships. If the customer doesn’t feel confident that you can solve their issues, they’re less likely to use your services again or recommend you to others. These customer service phrases show that you're both accountable and trustworthy.

24. “I can definitely help with that.”

Building trust and confidence early shows the customer that they’ve come to the right place for help, easing any tension.

Example: “Thank you for coming to me. I can definitely help you with that.”

25. “Here’s what I can offer as a solution.”

Presenting clear steps on how you’re going to solve the issue gives the customer confidence in your solution.

Example: “I’m sorry that’s happened. Here’s what I can offer as a solution: we will send out a replacement within 24 hours with free express shipping.”

26. “I’ll take care of this for you right now.”

This is a great phrase to use when you’re confident in your ability to solve the customer's issue quickly. 

Example: “Thank you for bringing this to our attention. I will take care of this for you right now.”

27. “If you can [action], then I can [action].”

Sometimes a solution will require the customer to perform a task or action first. This can feel frustrating for the customer, but this phrase can help smooth over tension and get things moving.

Example: “If you can fill out this form, then I can refer your issue to our specialist team.” 

28. “Let’s work on this together.”

If the issue is particularly complex, you might need to create a partnership with the customer. This phrase expresses the need to work together to solve a problem. 

Example: “Let’s work on this together. Here are a couple of options.”

29. “What would work best for you?”

When there are multiple different ways to resolve an issue, it’s best to give the customer control over the final choice. This shows you value them and are putting them first.

Example: “Refund or replacement — what would work best for you?”

Phrases to close with

Regardless of how the conversation has gone, ending on a polite and appreciative note can help the customer to sign off feeling valued and listened to.

30. “Is there anything else I can help you with?”

Before you end the call or conversation, always give the customer the opportunity to raise any other concerns or issues they are having. 

Example: “Is there anything else I can help you with before you go?”

31. “Thank you for your time today.”

Acknowledging the time and effort it has taken the customer to reach out to you is a polite way to close the interaction and leave things on a good note.

Example: “Thank you for your time today. Have a good afternoon.”

32. “Thank you for choosing us.”

This recognizes the customer’s loyalty and that they’ve chosen your business for a product or service. 

Example: “Thank you for choosing us, we appreciate your business.”

Power Words for Customer Service

Using power words for customer service can level up your communication skills and completely change how a client feels about an interaction. Neutral or vague wording might get the job done, but power words instill confidence and show ownership, leaving the customer feeling valued and building trust.

Here’s a “power word” cheat sheet to help elevate your customer service communication from “OK” to truly excellent.

Power Words vs. Passive Words — What To Say Instead

Modern Professional Vocabulary Upgrades

Looking to communicate better with your colleagues, customers, or boss? Then learning professional business jargon is a must. Whether you have an upcoming job interview, networking event, or are trying for a promotion, having a strong grasp of business English can give you a leg up in the corporate world. 

Here’s a list of 10 modern, professional phrases to help elevate your English communication skills in the workplace.

1. “Let’s align on this.” 

This conveys teamwork and that you want to ensure everyone is on the same page.

Example: “Before we move forward with the project, let’s align on the priorities for this week.”

2. “Can you share your insights?”

A respectful way to ask for someone’s perspective or expertise.

Example: “Can you share your insights on the client’s feedback during the last call?”

3. “I appreciate your input.”

A professional way to acknowledge someone’s contribution in a positive way.

Example: “I appreciate your input on the design changes; it’s really improved the flow.”

4. “Let’s dive deeper into this.”

This signals to the team that you would like to explore something in greater detail. 

Example: “The initial results look promising, but let’s dive deeper into the data first to make sure it’s consistent.”

5. “Can we table this for now?”

This is a polite way of suggesting that a topic be set aside for later discussion.

Example: “Can we table this for now and revisit it after the launch?”

6. “What’s the key takeaway here?”

This helps to clarify the most important point for everyone listening.

Example: “This was a great discussion, but what’s the key takeaway from the client?”

7. “Let’s explore solutions.”

This encourages collaborative problem solving rather than dwelling on the problem.

Example: “The delivery was delayed. Let’s explore solutions on how we can avoid this in the future.”

8. “That’s a great question.”

This validates the person asking the question and gives you time to think if needed.

Example: “That’s a great question. I’ll need to check the latest figures and I’ll get back to you by the end of the day.”

9. “Can we align on the next steps?”

This pulls the focus back to the task and ensures everyone is on the same page before finishing a meeting.

Example: “Before we wrap up, can we align on the next steps for the upcoming pitch?”

10. “I’m giving you a heads up.”

This allows you to give someone notice that a change or decision is being made soon.

Example: “I’m giving you a heads up that the meeting has changed from Thursday to Tuesday, so we need to adjust our schedule.”

Corporate English Training with Promova

Learning to speak everyday English is a great goal. But if you need to speak English for business, then everyday English won’t cut it. 

That’s why Promova has created a comprehensive English language package for businesses and professionals. Here, you and your team will have access to:

• 1-to-1 English lessons or group sessions for real-life speaking practice and building language confidence.
• A free English conversation club to enhance listening and conversational skills.
• Specialist Business English courses to master professional vocabulary.
• Flexible schedules to fit the needs of even the busiest of teams.
• Certified and experienced English tutors for effective, guided learning. 
• A self-learning course with a personalised learning plan for each member.

Don’t wait, there’s no better time to sharpen your language and business skills than today.  

Conclusion

Great customer service communication isn’t just about fixing issues. It’s about building trust, creating a positive customer experience, and ultimately moving the business forward. 

By using professional customer service phrases and power words, you can transform a routine interaction into meaningful connections that help to improve customer satisfaction and drive loyalty.