The Top 25 positive words and phrases

Views - 832,445

positive-words

In a customer service environment, the language that we use can have a huge impact on how the customer perceives the service. In a sales environment this is even more critical. Here Pinaz Hansotia has pulled together the top 25 positive words and phrases that we can use to improve our customer interactions.

Good things DO come in small packages

These little words should win medals, as adding any one of them into your conversation has the potential to transform average customer service into great customer service.

Positive Words

1. Definitely
2. Surely
3. Absolutely
4. Certainly
5. Fantastic

Example Use

•    I definitely will make sure that it gets sorted…
•    You will surely be able to enjoy…
•    I absolutely agree…
•    I can certainly help you…
•    That is a fantastic alternative…

If you want to learn more about the power of word choice, follow our links below:

•    Best words to use for building rapport
•    The right words and phrases to use with an angry customer
•    The right words and phrases to use on a sales call
•    The top 25 words to use on your CV

Everyday phrases

As a call centre representative, it is your job to make the customer feel at ease from the minute you say “hello”. Good use of these phrases will help to reassure your customer that you are the life-saving, sympathetic ear that they hoped for.

6. “Rest assured Mr……”
7. “I do understand the inconvenience you have faced……”
8. “I will be more than glad/ happy to assist you….”
9. “I completely understand the reason why / your situation….”
10. “I will ensure that…”
11. “What I will do for you right away is……”
12. “I assure you I will try my best…..”
13. “What I can do for you right now is ….”
14. “I’m sorry for the inconvenience that you have faced, what I can do for you is ….”

For some phrases dos and don’ts, follow our links below:

•    The five phrases a call centre manager SHOULD use
•    Five phrases a Call Centre Manager should never use

Advise… don’t patronise

It can be difficult to tell a customer what they need to do without coming across as patronising, especially when dealing with technical complaints. Yet incorporating these phrases into your vocabulary can help you to overcome this and create a more positive customer experience.

15. “I would suggest / I recommend…..”
16. “To avoid a similar inconvenience in future I request you to….”

From A to B with a smile

When giving out over-the-phone instructions, it is your job to make the process as easy as possible. Try weaving the following phrases into your conversation to help your customer get from A to B with a smile on their face.

17. “All you need to do is to just….”
18. “A simple way / method to change it will be to…..”
19. “As soon as you receive…”

Smooth Selling

Whilst dealing with a customer complaint, it may also be part of your job to sell up other areas of the business. Here are some useful phrases to help you seal the deal.

20. “You will ONLY be charged…..”
21. “We have a variety of …..’
22. “It’s a wonderful service where instead of _______, you can ____________ …..’
23. “This is the best plan/scheme for your requirements…..’
24. “For just £_____. …you can…..”
25. “For Special customers like you…..”

Found this article useful? Why not also have a look at The top words and phrases customers use to express their dissatisfaction

Have you discovered any other positive words and phrases that work for you?  If so, please add them in to the comments box below.

7 Jun 2011 - Filed under Hints and Tips,Management , ,

Views - 832,445

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Comments on: The Top 25 positive words and phrases

Gauranteed

Posted by John Sullivan — 27 Jul @ 4:37 am

Because you are a valued client/customer

Posted by Anonymous — 19 Sep @ 12:21 pm

That’s a fantastic choice

Posted by Ben — 19 Sep @ 3:17 pm

Great !
Fantastic !
Perfect !
Marvelous !
Pretty well !

Your satisfaction is a great compliment for us Mr./Ms _____

Assuring you our best services Mr.Ms.___________. Have a great day ahead!

Posted by anil dogara — 17 Oct @ 10:01 am

CUSTOMER IS ALWAYS RIGHT

Posted by SYED RAFI ULLAH — 28 Oct @ 7:21 am

“Let’s have a look; I’ll not be a second”

“And that’ll all be with you on …”

But in response to above:

“I will surely ensure that…” sounds as if you’re getting tangled up…

and will either of you really be able to keep a straight face after “special customers like you”?

Posted by Not Convinced — 21 Nov @ 1:33 am

1) You can say that again

2) It is your right to know Sir

Posted by Alkali — 16 Feb @ 1:46 pm

To SYED RAFI ULLAH — 28 Oct 2008 @ 7:21 am;

Do you work in customer services? The customer is NOT always right.

Posted by KrisYork — 17 Feb @ 8:37 pm

Certainly.
With pleasure.
I’d be delightly to assist.
Would you mind waiting?

Posted by Kaj — 26 Feb @ 10:13 am

Words such as Great, Fantastic, Marvelous should be avoided as they produce an underlying psychology of exaggeration.

Posted by Colly Graham — 26 Feb @ 12:25 pm

Certainly, “sir/ma’am” I’d be happy to assist you with that today.

Also for proper a hold pattern you could use:

Do you mind holding 2-3 minutes while I research or process your request?

This way you are askign the caller permission to hold, you are giving them a reason for the hold, and your providing them an attainable timeframe for the hold.

Then when you return to the line:
“Sir/Ma’am, thank you for holding I appreciate your patience.”
This way you are acknowledging the imposition from the hold.

I am a trainer in a call center for a Mutual Fund Company and we are using a 3rd party business (Dalbar, Inc.) and they monitor and score our customer service skills.

Posted by Brian Pratt — 13 Mar @ 4:54 pm

I particular hate sir/madam/ma’am – please use their name, this, in my opinion creates a barrier that really doesn’t need to be there.

Agree with the comment about avoiding ‘great, fabulous, marvellous’ – just too much!

Speak to your customer like you would want to be spoken to and always tell them what you can do for them, not waht you can’t. Always try to offer as an alternative option where appropriate.

Many of our customers prefer to do/use……
What other customers have done/tried in your position is…..
Let’s look at this (very arm around and sorting it together)

Posted by Marie Rowney — 16 Apr @ 11:30 am

P.S.

I would steer away from definitely – unless you can really and absolutely, definitely do it……..

Posted by Marie Rowney — 16 Apr @ 11:31 am

P.S. again

commenting on Ben’s comment

“That’s one our most popular choices” – rather than fantastic

Posted by Marie Rowney — 16 Apr @ 11:34 am

We understand the value of your time.

Posted by Alex Brown — 27 Apr @ 6:51 pm

Can you please that?

Posted by Ela — 17 Jun @ 10:41 pm

Sorry for that. it should have read” Can you please repeat that?”

Posted by Ela — 17 Jun @ 10:53 pm

thank u

Posted by Anonymous — 21 Jun @ 1:41 pm

need advice

in a situation where the customer is facing dificulties due to company’s fault and no solution .what am i to do?how am i suppose talk my self out of it as call agent

Posted by prasanjith — 12 Jul @ 4:55 pm

Sounds very familiar…

What we need to do is basically listen to the customer, apologies for the great inconveniences, use all positive words & finally assure the customer that YOU will personally take this matter up (give your name & employee no.) & tell the customer you will call him back before the days end to update on his case status. Then you do just that & do call the customer back even if you do not have an immediate resolution as any human being, the customer will eventually cool down & reliaze that you are sincere in helping them out. Remember…a contact center is a huge sponge…we absorb all other departments short comings…the key is are we feeding back this crucial information to the relevant department else we might be running out of those positive words…;)

Posted by Adre — 9 Aug @ 9:02 am

Unless I’ve missed it (and I am sorry if I have).
But no one here has mentioned the old ‘Feel Felt Found’ approach, it’s an old one, but a great one. It works well in sales scripts, but can be used in a variety of ways…

Mr/s customer, I know how you FEEL….
Many of our happiest customers FELT the same way…
However, what they FOUND, after XXX is….

Or with an unhappy incoming call..

Mr Customer I understand how you FEEL…
Something similar happened to me and I FELT the same way…
What I FOUND and I hope this will be the same for you is…
And then you can get on to your proposed solution.

Posted by Chris Wood — 24 Sep @ 2:22 pm

Interestingly, I have studied for 8 years the Psychology of Influence & Persuasion in relation to Sales and Sales related roles.

I just wanted to give a bit of background into why the words mentioned above [Definately, Absolutely etc] do have a place in a telephone conversation.

This is a little known persuasion secret by all but the major corps and their marketing agencies.

“Surprisingly, if you start a sentance with a word ending in LY then what follows is regarded as truth and is very hard to object to.”

EG:

Interestingly this is what other customers have…
Naturally my goal is to make sure…
Amazingly we were able to…

Just look at some of the statements used by big PLC’s

Exceedingly good cakes
Probably the best lager in the world
[Actimel are running an ad right now but i can't remember the wording]

Hope that help

Gary May – President of the Association of Sales Professionals

Posted by Gary May — 25 Sep @ 4:07 pm

This is a very popular item.
Reinforce benefits of product, by using word phrases such as that. “that color is very pretty” “we have had alot of positive feedback on that item”

On a not about an upset customer:
Feel, Felt, Found process is a very helpful on, as well as the note about getting information and make sure you are the one to follow up with the customer. There is nothing more exasperation from a customers point of view, then having to repeat the whole story again and again. Take inituative in the call and make sure the customer knows your name to refer back to.

Posted by Danyelle — 29 Sep @ 5:11 pm

I have found some truly amazing things on this site and so glad Google brought it up as first choice.
I do have some feedback that may help some people from a course I went on with my company recently (Which I loved)

Just think of a few words and what they mean to you… The easiest way to do this is in a quiet room and with your eyes shut

If I mention the word WAIT to you… What file does the little man in your head go and pull out? What do you associate with wait? (Mine is waiting in a queue)
It doesn’t matter how friendly or polite you are, we need to re phrase the words we use..

If you can just wait on the line whilst I check that information for you..
I have that information here for you now, I will just get it for you

When you hear the word SORRY….

Sorry to keep you holding / waiting… (Must be something to be sorry about)
Thank you for staying on the line

DARK

HOLIDAY

PLEASURE …. Amazing how many of you will smile when you think of what this word means!

Well it’s been a please reading and sharing

Posted by Lyndsey — 28 Oct @ 7:25 pm

I do not agree in this saying “CUSTOMER IS ALWAYS RIGHT”. Will they be always right if they are using unnecessary languages, swearing & cursing?

Posted by A — 9 Dec @ 3:33 am

Customer NOT ALWAYS Right
But Customer ALWAY IMPORTANT.

Posted by adhmie — 29 Dec @ 5:25 pm

Yes,there are sometimes when the cust does´nt have reason but just remember they are paying 4 a service and they feel frustated when there are problems so the best way to speak with a cust is do your best … and not just using the phrase ill do my best… so just do it…stop and put yourself in their shoes..be respectful and friendly but not such a machine.. as u really want to help…SOMETHIN´IMPORTANT TO REMEMBER IS PEOPLE IS 4 U WORK FOR…IF U DO SOMETHIN´DO IT AS BETTER AS U CAN

ELI..
COMCAST…

Posted by Elizabeth — 23 Jan @ 2:27 am

JE IM SORRY WHAT U WORK FOR..

Posted by Elizabeth — 23 Jan @ 2:29 am

AND U WILL ENJOY WHAT U DO IF U FEEL HELPFUL TO SOMEONE..THE WORLD IS FOR PEOPLE WHO SERVE OTHERS THEY CAN LEAVE PRINTS IN LIVES…

Posted by Elizabeth — 23 Jan @ 2:30 am

Daryl:Thank you for calling___________,my name is Daryl,I’m your customer service representative for today,how may I help you?
Customer: I have problem with my Internet Service, my internet connection is very slow. I’m paying much for this service and yet I’m not satisfied with it.
Daryl: (Empathy)I do understand that its been very inconvenient in your situation right now that your Internet service is giving you a slow internet connection. If I’m on your situation, I would feel the same way too. Don’t worry Mr.Customer, (Willingness to help the customer)I can definitely handle this problem for you.

Emphathy is the most essential part of a call. It cools down a customer frustration.

FROM: Daryl Hall
CONVERGYS

Posted by Daryl Hall — 25 Feb @ 6:48 am

Its my pleasure

Posted by Anonymous — 3 Mar @ 8:51 pm

I agree with the comment above that some words such as ‘great’, ‘brilliant’ etc, can sound completely over the top, leading to a loss of confidence in your sincerity.

Posted by Mark Carter — 12 Mar @ 11:35 am

What if customer asks a question we don’t have answer for. Let’s suppose our supervisor isn’t present on the floor too?

Please advise.

Posted by Majid — 24 Mar @ 10:09 am

[ What if customer asks a question we don’t have answer for. Let’s suppose our supervisor isn’t present on the floor too? ]

>RE:
You may consider using a line to the effect of: “Due the (technical nature / sensitivity / nature) of the information I am unable to provide the information you are requesting, but I do know who can. With your permission I could give your contact information to my (supervisor / manager) and when he/she returns to the office (tomorrow / in an hour / Monday) he/she will give you a call as soon as convienient to answer your question.”

Typically, unless urgent, the caller will decline due to the sense of hassle and will be pacified. If the customer agrees, you must make sure you get the info to the appropriate superior and that they understand what information you and the customer discussed. Give your name and rep ID (only as allowed by company policy) to bestow a feeling of trust and commitment on your part to ease the callers agreement to wait for an answer.

Posted by Jacqaeous — 24 Mar @ 7:10 pm

How can I handle an angry and frustrated customer and swears a lot?

Posted by ArveenDMartian — 6 Apr @ 3:36 pm

Angry and frustrated customers should be heard out, empathy statement ;and follow script as normal while ignoring the cussing, unless offending you where you can suggest that he calls back after calming down, where he could control his language, *1st wrning and 2nd warning- if he doesnt agree to call back, Sir, mr./ms.I understand that you are upset, yet I will have to end this call if you continue to use that language.

Posted by CHRISTINA — 2 May @ 11:55 am

Some excellent comments, thanks guys helped out alot!!

Posted by Lizzy — 16 Jun @ 3:17 am

Do you work in customer services? The customer is NOT always right.

Actually the customer is always right as they are the ones with the problem. The misconception is that they often are incorrect about the best solution and that’s where you come in to assure them.

Posted by Scott — 28 Jun @ 4:56 am

Words such as Fantastic, Great, Marvelous are positive words and are definately appropriate during a telephone conversation. They help the agent to sound upbeat and interested in helping the customer.
Agent; Could I please take your telephone number Mr Jones?
Customer; I can give you my mobile number if that’s ok?
Agent; That would be fantastic, thank you.
Such positive words bring great energy to a call, and yes , ok, they may be over the top, but you’ll never hear a customer complain about how the agent was too positive or upbeat.

Posted by Melanie — 5 Jul @ 11:48 am

Just wanted to make a note on the back of several references to the use of sir/madam (even ma’am at one point which sounds like a sheep). These terms are so impersonal and do not treat the customer as an individual. Plus sir is someone who has been knighted by the queen and a madam is someone who runs a brothel!!

Posted by chris — 23 Aug @ 3:20 pm

I have found that the personal touch is really good. If you can get the agents to really believe in the company and its values, then every call will sound sincere. The last thing a customer wants to hear (and trust me, they can tell) is a robotic agent who is just saying what they have to.
If you can get your agents to realise that the customer is a person, not a problem, they will enjoy each call more, and this will show in an increase in performance.

Posted by Grace — 20 Sep @ 9:32 pm

Customer is the BOSS. If you talk with an irate customer, don’t take it personally. They were just angry on the service not with you. It’s just happen that you were the one they talk to. Just accept the responsibility and prepare to help.

Posted by Myla Mae — 9 Nov @ 6:38 pm

words with hearts results to

Posted by jm — 9 Dec @ 4:50 am

speak what you want to tell your customer

Posted by gd — 9 Dec @ 4:53 am

Customers need to feel validated with there concerns. First and foremost – acknowledgement should be made – re-instate their issues back to them to validate their concerns as well as verify to them that they do have your complete attention. Second – let them vent – It’s not personal – they have an issue with either a product or the company itself- not you- Explain that you can empathize with the customer. If abrupt and offending language occurs then a low even tone should be used to take back control of the call.
I usually offer an apology – then advised that I am here to offer assistance to find an efficient effective resolution to your concerns, however I will not be verbally abused. We need to work together inorder for me to better assist you find the outcome you desire. If this language continues, I will be forced to disconnect the call, which will unfortunately, not give you the immediate resolution you seek.

In all the 10 years of working in a call center – this works very well.

Positive words or not- Treat the customer as if they are always correct.. this will ensure the customer comes back.

Posted by 10 year call center agent — 23 Dec @ 5:10 pm

it’s not true that CUSTOMER IS ALWAYS RIGHT…many of them are very demanding, abusive specially for a call center agent. i can definitely feel what they are going through specially if it’s the company’s fault. racist customers. if they weren’t able to get what they want instantly they’ll say all neagtive things in the world and blame you.

Posted by rielle — 10 Jan @ 4:48 pm

let it be customer service, collections or sales the very important hing in each n every call is customer service. without that in ur call, consider tht u r missing many things on tht call..

Posted by murali — 12 Jan @ 5:38 am

while speaking to customer the agent should have a normal rate of speech.
eg-
if customer is old then the agents hasve to be very slow and clear so tht he/she doesn’t have to repeat themselves. this will also assure a low talk time which is considered as AHT( average handle time).

Posted by murali — 12 Jan @ 5:45 am

“No worries”

Posted by Tara Sharma — 20 Jan @ 11:48 am

I want you to know I am taking this call to help you and am paid just for that – helping you! Rest assured I’l be your partner on this issue

Posted by Anonymous — 20 Jan @ 6:51 pm

re: [Words such as Fantastic, Great, Marvelous are positive words and are definately appropriate during a telephone conversation. They help the agent to sound upbeat and interested in helping the customer]

I have an agent who repeats the word Wonderful several times over in a call. The caller commented that they felt they were back in 3rd grade. Unfortunately, the agent over-uses the word and it does start to come across a bit fake.

Posted by Sandra — 20 Jan @ 8:01 pm

“Is ther anything else I can help you with?”

Though not appropriate at all times, this one sentence at the end of the call leaves the essential ‘last lasting impression’ among the customers. Further, many sales calls could be led to a second sale or discussion on a possible sale in future.

Also, while listening to a rude customer I have found it to be useful for me to draw some patterns on a paper. This has provided me with much needed patience to listen to the long, unpleasant conversation.

Posted by Biju Jose — 23 Jan @ 6:18 pm

the customer is the most important person in the company….they inadvertidly pay your wages so be respectful and helpful.

Posted by trgy — 3 Feb @ 3:11 pm

customers are not always right but proving them wrong is always wrong…

Posted by caren — 15 Feb @ 3:29 am

If you use a higher piched voice, it sounds more positive, and it will get a great reaction.

Posted by Kevin Kennedy — 16 Feb @ 6:28 am

My goodness!! Many CS advisors on here who have been bitten once or twice by ‘the customer is always right’ eh?

A customer is the most important visitor on our premises.
He is not dependant on us. We are dependant on him.
He is not an interruption in our work – he is the purpose of it.
We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to serve him.

Mahatma Ghandi

Back to positive words and phrases, I feel the most important part of positivity/positive language is the sincerity of the words being used.

Fantastic is a very positive word. But used in a monotone loses all positivity and impact. How many times have you received a ‘cold call’ where the advisor asks ‘How are you today?’ and then rattles straight into the rest of their script without even responding to or taking in your responce?

I feel positive words must be used naturally and sincerly.

CB

Posted by CB — 24 Feb @ 5:05 pm

I would like to offer the following as a Contact Centre Manager with a great team……

We shouldn’t say “I know how you feel”. The fact is we don’t know how they feel, that doesn’t mean however that we aren’t compassionate (in the appropriate way) and sympathetic to their issue or complaint.

I think positive words can be a good and useful tool but I agree that they shouldn’t be over used, As a customer care manager it’s our responsibilty to train our team on appropriate words and when to use them.

‘The Customer is always right’. I would say not always but part of our skill as customer care advisors is resolving the situation to acheive a win win without pointing out to the customer directly that they may be incorrect. The is also which is more often than not, that the customer is actually right, it’s important in these instances to acknowledge the customers misgivings but not always directly admit liabilty. Particularly if you are a 3rd party/outsourced call centre. Whatever you say is reflected on the Brand/Client.

I’ve found this thread helpful and there’s some great points on here!

Thanks Everyone!

L

Posted by L — 1 Mar @ 10:25 pm

Thanks, the information was useful.

Posted by K.S.Ramgopal — 13 Mar @ 8:56 pm

The customer is not always right, but they are always first. They should be treated as such.

If you don’t believe that’s true in this industry, then you probably shouldn’t be working in it.

Posted by RJ — 14 Mar @ 4:13 pm

To use empathy, you need to stay away from the word, “understand.” Many times I’ve heard customers yell because we don’t understand. We may have been in their shoes, but no two situations are the same.

The best way to help calm a customer down from an extreme emotional high (positive or negative), is to appropriately use empathy. Not sympathy.

Empathy is feeling plus contact.

Feeling = It certainly is frustrating when…
Content = your cable is not working and you are not able to see your favorite show.

Feeling = How exciting it is…
Content = when you are purchasing your new home!

(You can have content first and then feeling, try mixing it up a bit so you don’t sound like a machine)

Stop there! Don’t move onto resolution until the customer is ready. If you still feel emotions are high, let them vent and use another 1, 2, or maybe even 3 empathy statements.

What you have for a resolution will not be considered if the customer’s emotions are running high.

Hope this helps someone out there!

Posted by L. Marie — 16 Mar @ 11:06 pm

Thanks you friends, This info was of great help..:)

Posted by aditya — 6 Apr @ 6:17 am

I dont know if this has already been covered but ill ask the question anyway. I work for a breakdown organisation I basically take the breakdown information off the customer. When I ask the relevant questions and the customer replys I say, “yea, yea, yea, yea, no problem” I want the customer know that I am listening its my verbal nod. The problem is that when I listen to my calls it sounds awful. Does anyone have any suggestions as to what else I could say. Please dont suggest fantastic or wonderful they are not appropriate in our world. We are not Customer Service as such.

Thanks

Posted by jessica — 12 Apr @ 10:59 am

I may not be that long in the industry but hoping this will help…

after you’ve recognized the problem and empathized, set member’s expectation and goal…do not give false information nor lie just to escape from the irate member…

alright…going back on settings of goals…let me cite an example

“Alright Mr. _____, just to set your expectation…we may or may not resolve the issue over the phone and we may end up sending a tech to fully restore your service..yet, i guarantee that you and i are going to work together in resolving this issue while we are still on the phone..Let’s start with setting a goal to make sure we’re on the same page…blah blah..”

exhaust all that u can do over the phone…but…
weigh things..check if member is still willing to do the steps.. respect member’s time…don’t waste energy…if you are following a call flow, create ur own shortcut..be specific and give concise instruction…do not use flowering words much…
they don’t…

now…let’s think that issue is resolve..go back on ur goal…say “Wow…that’s so great Mr. _____..We did over the phone…we don’t have to send a tech…We did it together…this is indeed teamwork…Now that ut issue is resolved, i hope that made u happy…for that made me happy…”

Posted by Shelly — 21 Apr @ 12:14 pm

Thanks for the comments people. I’ve Learned many things from this thread and I hopefully learn many more things from here in future.

I am working in customer support but my process is chat.I would like to know some more good phrases to be used while handling customers. I am new to customer service so, It would be really great help for me.

Thank you all for the Helpful comments.

Posted by Ash — 29 Apr @ 2:54 pm

thanks so much, this has upgraded my skills

Posted by Anonymous — 30 Apr @ 9:24 pm

This has been a helpful read. thanks alot

Posted by bida — 7 Jun @ 8:14 am

Thanks for sharing these information. It was really helpful…..

Posted by hari — 11 Jun @ 2:18 am

Thanks for the wonderful information guys. I just want to ask, what if a caller wants to talk to your superior immediately without saying any valid reason? What would be a good way to answer to that situation? Thanks!

Posted by joy — 20 Jun @ 4:24 pm

What if the customer is insisting for something that you dont have?

Posted by B — 4 Jul @ 10:51 pm

thank’s it helps me a lot,.

Posted by jhet — 31 Aug @ 3:11 am

Gosh….it’s great to see that what we say to our customers excites such a response from so many people, and I guess that is where the key is…individualism and our personal view of language, the world and how we are within that world.

It’s the same for our customers, who are all unique people with unique needs and unique understandings of the world – and that is, perhaps, what we all need to pick up on. “The customer is always right”, “the customer is not always right” – I guess it doesn’t matter as each customer has a right to their opinion whether they are right or wrong, and our job is to understand that opinion without discounting them or necessarily agreeing with them and use it within our response.

Our skills as frontline customer agents whether delivering service or sales, need to focus on truly listening, understanding and adapting to their uniqueness in oredr to then deliver (or not if appropriate) a relevant solution.

We adapt and change as people almost daily in our own lives to differing sets of people around us; loved ones, children, mates, colleagues, parents and we use a different approach, a different language to each of those sets – so perhaps we need to tap into the inherent skills we have and let them loose in a Customer Experience environment, trusting to the fact that as adults we generally enjoy the wonder of relationships, building them, managing them, developing them, whether for 2 minutes on the phone or for life with our loved ones. We enjoy adapting our language to suit – whether emotionally intense like “fantastic” or friendly or formal, polite or jovial…..we change to suit, to fit in, to make someone else feel comfortable – so perhaps we should be trusted on the frontline to deliver what we believe is right for that unique customer and not to ‘tar every customer with the same language brush’.

Posted by Ben White — 5 Sep @ 2:05 pm

this thread is very interesting and helpful. thanks. :)

Posted by dvg — 16 Sep @ 4:53 am

it help me a lot.,,.

nice work guys.,.,.

Posted by phat — 21 Sep @ 1:25 pm

thank you sooo much!….

Posted by marsh — 22 Sep @ 11:34 pm

One of the most important thing to remember while on a call is that the person on the other side can actually see you. Your expression while thanking ,encouraging or even apolozising to the customer should be the same as if talking face to face.
Your tone and expression should be genuine as fake words come out fake.
Remember a customer would always be interested to talk to some one who shows warmth and compassion. It has always worked for me and the genuine comments received at the end of the call gives me a ‘High’ which reflects in next so many calls.

Posted by Anurag Bansal — 2 Oct @ 11:26 am

very helpful

Posted by vinod — 12 Oct @ 12:12 pm

Very helpful for front line technical supports agents like me.. We usually deal with a lot of angry and frustrated customer so all the statements posted here are amazing

Posted by Grace — 14 Oct @ 6:52 pm

Just say “I Love You customer” and they will surely be glad with the service and won’t ever call again because of over satisfaction

Posted by george — 26 Oct @ 2:42 pm

Anything for you,Though it is to forget you.

Posted by Sahil — 7 Nov @ 10:26 pm

that’s great…

Posted by sachin — 18 Nov @ 12:10 pm

How can you offer a survey at the end of the call when the customer is in a hurry? positive script? with a 2 question survey….

Posted by Jboq — 23 Nov @ 11:21 am

I FEEL THAT DOING WHAT IT TAKES TO HELP THE CUSTOMER AND MAKE THEM HAPPY AND WANT TO CONTINUE TO DO BUSINESS WITH ME , IS WHAT I STRIVE FOR !!!

Posted by SR CUSTOMER SERVICE REP — 20 Jan @ 3:50 am

We appreciate the opportunity to assit you. I appericiate your patience on this. Please let me know if I can provide any other additional support.

Posted by Anonymous — 27 Jan @ 5:38 am

when transferring a cust to M&T.i normally advice the cust that they are a specialised dept.who deal with all aspects of movers issues.this works quite well if a cust has been transferred thro to us at cust rel.then i have to pass them on.

Posted by carol thulbourne — 14 Feb @ 1:03 pm

When a customer immediately asks for a supervisor, the best response is…. Sure I can help you with that, in order to ensure that I get you to the best person to be able to handle your call, can you please tell me what your issue is?… After hearing the issue or concern, if I am able to assist the caller, I let them know…. Ok, well actually I can help you take care of that today, I just need your name etc. so I can take a look at your account… I also mention…if however we do need to have a supervisor help us, I will be happy to discuss your issue/concern with them and make sure that we get that taken care of. Generally they will allow you to assist. Also, by saying “we” and “us” and “I” it helps the customer feel that you are taking ownership of the situation. This is a great article…. Great responses.

Posted by Anonymous — 16 Feb @ 7:43 am

Great points on this site, thanks. Im just about to embark on some telesales for my own company and dont have much experience. Now I have a good place to start and much to work on! Happy selling all!

Posted by Carla Koala — 28 Feb @ 1:28 pm

This thread helped me a lot..Thanks for your insights guys!!!

Posted by Vitzy Bee — 2 Mar @ 1:31 am

Very interesting opinions here. I agree with the “feel, felt, found” approach. It seems to conver all grounds, UNDERSTANDING how your customer feels (which is so important), RELATING to how they feel (felt) and offering a solution (found).

Mel

Posted by Anonymous — 7 Mar @ 6:22 pm

wonderful Pinaz… thanks

Posted by Amit Meena — 13 Mar @ 7:13 am

ALL the ABOVE information are just great! Thank you.
24/7 Customer.

Posted by Anonymous — 22 Mar @ 10:31 pm

Why is my payment being held for so long?

Mr. / Ms. _______, that’s a good question and I know it can be frustrating to have your available credit held. I expect the hold may be released on ______, and that is based strictly on how long we estimate that it will take to receive the funds from your bank.

Posted by Nanao Tangkhul — 22 Mar @ 10:35 pm

One of the very few posts where all the participants have made sense n added value lol!

Cheers
JOHN

Posted by John — 28 Mar @ 8:24 am

All the posts here are really helpful. I can practice it…thanks guys!!!

Posted by Yuri — 7 Apr @ 4:31 pm

Very helpful. , .thanx alot guys :-)

Posted by Niks — 6 May @ 10:03 am

ONE CALL RESOLUTION
-you do not have to call back! We have an amazing site called *****.com that I believe to be more convenient than calling in, PLUS same shipping!

Mirror the customer to an extent

Point out the benefits for the company when a customer has to take a survey at the end of the call: This is the best plan for your requirements….
For special customers like you……
Great news! You will ONLY be charged….

and POWER WORS really do help, plus smiling when talking!

Posted by Maria M — 7 May @ 3:50 am

Learned a lot, Thanks.

I’m trying to crossover from phone to chat support. Is there a list that i could use for chat and a more candid words? Thanks again.

Posted by drew — 16 May @ 11:31 pm

these comments really helped me a lot :)

Posted by cet — 17 May @ 7:16 am

THANKS A LOT GUYS!!!IT WILL HELP ME A LOT SPECIALLY IN OUR COMPANY WE HAVE FIZZBACK!!!
EVEN THOU YOU WERE ABLE TO RESOLVED THE ISSUE CX WILL STILL GIVE U DIS SATISFACTORY SCORE FOR REP.

Posted by charize — 17 May @ 8:18 pm

An advice to each and every Call center agent my friends:
Forget what happened previous. [Previous Customer Experience].
Concentrate on what is happening and what will happen with your responses and reply. [Impress customer with your current service].

This will make you to feel proud…!

Posted by Santhosh C V — 24 May @ 11:51 am

We at ABC company take needs of each customers seriously and ensure that we earn your goodwill. Understanding your concern I’m happy to let you know that I’ve gone ahead and waived the late fee in your account. it’ll be credited back to your available credit.
.
I greatly apologize for any inconvenience caused. Please accept our sincere apologies.
.
Kindly allow me a minute or two to review your account and get back to you.
.
Thank you for being a great customer. We value your relationship.
.
I would be more than happy to look into your account to see why your account is restricted and guide you for the responsible team with their contact number.
.
thank you for being pleasure to talk with. I appreciate your time and patience. have a wonderful day.
.
etc

Posted by Praveen Bangalore — 27 May @ 12:01 am

I agree that customers are not always right. However, we can’t handle each and every customer with a doubt. That would create a negative impact and customer would hung up. We need to believe what the customer says and we need to proceed with empathizing with the issue. If we don’t believe customers word and customer will certainly say that we are not helping them.

In some cases, we need to handle issues that fall under company policies. We need to be too smart to say no to the customers. We need extra soft skills to say no gently to the customers at this point.

In customer service, the points below would help to earn WOW customers:

Understand(Both issue and emotion)
Empathize
Personalize
Ownership
Resolve
Exceed customer’s expectation
Educate

Posted by Kandan Sriramulu — 28 May @ 8:25 pm

I am a coach at a call center and we are trying to come up with different to present when we are unable to reverse a late fee for a customer. We are trying to come up with phrases that do not use the words “can’t” “unable” “won’t etc. We want to present this in positive way. Anyone have Ideas for me? I have created one to help relate to the customers and still present it in a positive way. I am looking for other ideas.

Here is what I currently use “I understand you are calling in today in regards to the late fee on your account , I have been in the same situation before so I understand how you exactly feel. At this time the late fee will remain on the account but what we can do is provide you with different methods to prevent this from occurring in the future (then provide options) (You have to use the right tone when relaying this to customers)

I am looking to hear others ideas in what they may use in the call centers

Posted by jordan — 8 Jun @ 3:00 am

I am learning a lot from this thread. I just want to ask for this certain situation.

How about if you would need to transfer a call? What’s the best way to say this? or How are you going to relate to the customer wherein they will not get angry?

Thanks and more power!

Posted by tiny — 11 Jun @ 2:03 am

Tiny–
If at all possible conf in the client. Don’t transfer. Customers when “polled” say that they build up more frustration from being transferred and having to repeat the problem then ANY other one thing.

What we do at our company is “Mr. Jones _empathy_ I unfortunately can not answer that question or resolve that concern, however I am not going to transfer you anywhere either. I am going to conf you with the department that can.” Before I do, what is your number just in case we get disconnected I personally will call you back.”

Once you have them Conf with the correct person. Simply excuse yourself from the call and move on to the next one.

Posted by Owner — 19 Jul @ 7:32 pm

when there is no other solution or alternative options for the customer I say: “If I would have the possibility to do it I will do it right away, trust me, but… it’s out of my hands…” so the customer understands that we are trying our best to solve their concern(s)/request(s)…

Posted by Brianna — 21 Jul @ 1:50 pm

This is the BEST webpage I have come across.
So I am glad I came across this. Do you know how hard it was to find this “GEM:? Very hard!!
Thanks so much to EVERYONE…

Posted by CARMEN M LUCZAK — 27 Jul @ 1:33 am

THIS HELPED ME SO MUCH!!
One good suggestion you have to have a good tone together with the phrases IT WILL ABSOLUTELY WORK ;) Thanks guys!

Posted by chllybee — 2 Aug @ 10:02 pm

This a great site,with so many useful advice. I am a rookie when it comes to CS and I would really need any advice you have.I work on chat, CS for an online casino, we also have to sell promotions, so this is really new for me. Is there anyone that can tell me something about this, how to relate with customer, beside the caring part, how do I present the offer without abuse words such as Wonderful, Fantastic etc, also because I see that my colleagues use this words a lot so I am trying to be a little differnt. Anyway and Advice you have is well received.Thanks a lot!

Posted by Marika — 5 Aug @ 8:35 pm

Great, studying…

Posted by chloc — 13 Sep @ 4:40 pm

This is Incredible! Imagine all these people who share their knowledge not just to showcase their knowledge and how good or great they are but the willingness to help other especially like us who seeks for this. You guys are amazing! Thanks for the help! :)

Posted by Den — 3 Oct @ 12:58 pm

Sample Lead-Ins to Put a Caller On Hold
• “Mr. Smith, can you please hold while I retrieve your file?” {pause for a response} “Thank you. I will be back in a minute.” {caller on hold} “Thank you for holding Mr. Smith. I can now help you…”
• “Ms. Jones, I will check to see if Mr. Johnson is available to take your call. Can you please for a minute?” {pause for a response} “Thank you. I will be right back.” {caller on hold} “I’m sorry for the inconvenience. Mr. Johnson is not available right now. May I have him call you back?”

Posted by jaNELE — 11 Nov @ 4:25 am

Hi thank you for all your comments…it helps a lot..Now Showing some loyalty statements to the customer let´s say that the customer is not upset and during the call you could handled a good call but at the end of the call you say a loyalty phrase such as “Mr.jones we appreciate a lot the time you have been with the company and we thank you for the opportunity you gave us to provide you our services, we hope we can serve you for many more years”…customer was thankful and he said -”I appreciate a lot you beautiful words but I have been about to leave the company because of xx issue with the service..I’m just waiting for contract expiration to go”…I would like to see some comments about loyalty phrases and any way to say them…and what to say if a customer say something like my customer said.
Waiting for answers..
Thank you all.

Posted by Frey R. — 12 Nov @ 12:34 am

Certainly this page helps me a lot, I am a call agent for tech support and customer service too… good thing google put this on 1-1 page/options… thanks against for the creator and contributors certainly i will recommend this site to my colleagues…

Posted by Arnel Agravante — 12 Nov @ 5:23 am

I’m a team leader at a car insurance company & this thread has been brilliant! I’m currently working on a project to upskill our agents & this has been so useful so thanks to everyone who has posted!

Posted by Jane — 15 Nov @ 9:12 pm

i love this site! very helpful to me. more scripts on how you empathize, please.

Posted by chad — 22 Nov @ 8:43 am

This info helps a lot

Posted by praveen — 13 Dec @ 8:09 pm

Can anyone Help me with following “inbound Call Handling Phrases for Appointment Setting”, if there’s any mistake?

——————————-
QUESTIONS TO BE ASKED AT INBOUND
APPOINTMENT:

Thanks for Calling ABC Air Conditioning how may i help you ?
If someone says that he’s looking for an air conditioner.
Reply: OK sir, what we can do we can send our home comfort advisor at your doorstep, he will give you the estimate for that
and this appointment would be free of cost.
So can i have your name please?
and your contact number is?
Do you have any alternative number?
And your address?
is this a town house or a single one?
and you are looking for an Air Condition Right ? (Good)
How old is your house?
and the age of your existing air conditioner?
may I know the size of your house?
OK sir which date and time is convenient for you?
Let me check my database, please be online.
OK sir we can visit on Between . is that convenient for you?
——————————-

Posted by Muhammad Zahid — 27 Dec @ 7:06 pm

I learned a lot. Thank you people. :)

Posted by Hugo — 29 Dec @ 4:03 pm

thanks a lot.. it is helpful for me because i am working as customer support in call centre

Posted by roy peterson — 24 Jan @ 2:26 pm

i really love this site.. thanks a lot guys..

Posted by sharie — 28 Feb @ 11:16 am

This proves that 2 brains are better than one. Thank you so much! Cheers!

Posted by lovephobic08 — 14 Mar @ 5:55 pm

this site is cool. thanks for the good stuff. this will help hone my client service skills

Posted by Anonymous — 1 Apr @ 1:39 am

its very helpful! thank you for having this…

Posted by Maxene — 14 Apr @ 1:50 am

“Customer Is Always First”

Posted by Jaja — 26 May @ 11:00 pm

I understand your frustration but please be reminded that you’re already disclosed on it and the thing you wish is not possible.

Posted by King — 12 Jun @ 11:38 pm

Guys, whats a more positive way of saying “As much as I would like to help you….”

Help?

Posted by Mary — 11 Jul @ 8:31 am

I am a call center newbie and this helped a lot. Thank you very much.

Posted by Mhae — 11 Jul @ 10:24 am

Customer Is Always First”

Posted by billu — 31 Aug @ 5:18 am

I learned a lot. Thank you people

Posted by pappi — 31 Aug @ 5:19 am

I feel positive words must be used naturally and sincerly.

Posted by likitha — 31 Aug @ 5:20 am

What is the best spiel for csat without saying the word “satisfaction” to caller?

Posted by Blair — 2 Sep @ 10:47 am

When asked, “how are you doing?” never just say ‘good’ that is boring and almost expected. Instead, get creative with it, use these different words(with a smile of course)-
wonderful
excellent
terrific
splendid
marvelous
fantastic
phenomenal
fabulous
magnificent

Posted by Svetlana Vlasyuk — 12 Oct @ 7:35 pm

What call centers and telemarketers in general really have to address is the predatory practices that they utilize to gain their ends in business. There is such a thing as good business practice, such as calling during business hours, not 8am on a Sunday morning. These practices are unethical and rude.

Posted by concerned — 25 Oct @ 2:09 pm

1. Definitely
2. Surely
3. Absolutely
4. Certainly
5. Fantastic

with my little experience in the call center industry, the use of positive words are very important. the concern here however is, knowing when, where and how to use them.
for me, knowing your caller is very important.i.e if the caller is an intellect or an average person. for an intellect, the words above may be an exaggeration but to an average person it will be appropriate.

Posted by musah osumanu — 31 Oct @ 4:59 pm

I appreciate you patiently waiting. I’m currently looking up the information so that I can provide you with the best option. I want to make sure that I am able to provide you with an accurate answer.

:))

Posted by Stitch — 14 Nov @ 4:56 pm

It is really very helpful and it will definitely make the customer feel special

Posted by Adarsh — 5 Dec @ 4:21 am

Sorry to hear about that. Is that an empathy statement or apology?

Posted by Vasanth — 9 Jan @ 9:33 pm

it was great conversation which i came through and help me a lot. thanks guys

Posted by rbn — 29 Jan @ 7:31 pm

Hello, everyone.

I work as a customer service representative for a bank.
I want to excell my performance in assisting our clients.
I am not good at suggesting things to someone. I want to learn something from everyone.
If you could teach me some words and sentences to use while assisting our clients, that would be great.
That’s for chat support.
Thank you all. Have a nice day.

Posted by Vernon — 29 Jan @ 7:40 pm

Welcome to xxx chat support. My name is Vernon. How may I assist you today?

Hello, xxx. A very good morning to you!

It’s a pleasure to have you onchat today.

May I place your chat on hold for a minute to check this for you?

Thank you for your time and patience.

Your satisfaction is our first and the top priority. Have I completely resolved/answered all your queries/questions today?

You are most welcome. It’s my pleasure assisting our clients.

we appreciate your business with us.

Xxx ,if you’re happy with my efforts to assist you, end this chat session and take a brief survey based on my assistance.

Please feel free to contact us anytime round the clock.

Have a pleasant day.

These are the sentences we use for most of the clients. We may change these depending on the client’s response and query.

Posted by Vernon — 29 Jan @ 7:59 pm

Hi! everyone,I need your help on how am I going to explain to existing customer’s who are asking to take advantage of marketing promotions that are offered for new sign up customer’s?

Posted by may — 11 Mar @ 10:08 pm

Hello all, I have read all of your helpful comments and suggestions. learned a lot! Thank you all :)

Posted by DHARANI — 13 Mar @ 9:45 am

this site helps me alot.. while i’m actually having my training right now. and i am on internet service acct. and we need positive scripting when delivering badnews. so can you help me with this.. for example, when you have to tell the customer that their account was transfered to the collections because they didnt pay their bills on the right time. please help me with this. asap response please.

Posted by vhie — 28 Mar @ 11:37 pm

excellent points very helfpful

Posted by khan — 9 Apr @ 2:51 am

thanka guys! Everythings wre great

Posted by berkay — 24 Apr @ 10:32 am

Hi my friends ill be working as a customer service represantative in airlines company.. would anyone write me a phrases for that ?

Posted by berkay — 24 Apr @ 10:38 am

Can someone help me with a spiel for down time.
Like for
• System Down\ Tools Down
• Site is currently experiencing an emergency ( earthquake, fire etc.

Thanks!

Posted by Jem — 29 Apr @ 10:06 pm

thanks

Posted by 8510 — 6 May @ 1:56 pm

We work with the same customers over and over again. Sometimes we can find it frustrating to stay professional because we do know our customers so well (even personally). Are there some helpful hints/websites to assist with this type of customer service? Most everything I find is for random callers with no relationship.

Thank you.

Posted by Dee — 1 Jun @ 6:27 pm

Hi Dee – Does this technique help? http://www.smh.com.au/business/rapport-built-through-common-ground-empathy-and-action-20140530-zrt2c.html

Posted by jonty pearce — 3 Jun @ 3:47 pm

Treat every single Customer, as if he/she signs your paycheck, coz they really do………….!!

Posted by Srinivas — 17 Jun @ 3:25 am

I hope it will be helpful.. just want to share something..

When you are talking to your customer, of course there are five forbidden phrases:
1. Don’t say the word…”I DONT KNOW”
2.) Dont say the word “we can’t do that.”
3.) Dont say NO to your client.
4.) If you are getting in a situation that you can’t really handle, dont’t say negative responses to the customer. It should be always POSITIVE and DIRECT TO THE point and well organized.
5.) Don’t say ” JUST A SECOND” .. you have to say something positive again just to make sure that your customer will not really offend.

Posted by RyeowookKim_TiffanyHwang — 3 Jul @ 5:49 pm

VERRRYYYYYYYYYY GOOD SITE!! YOU GUYS ARE GREAT!!!

Posted by JENNIFER — 11 Jul @ 5:58 am

well i have been working in expedia a travel agency the customers are very demanding my bossews wants to transfer me to another department because a souynd rud and like i dont care your sitaution the coments are very useful tanks guys i´d like to know diferentes ways to deliver my message

Posted by Anonymous — 26 Jul @ 1:13 am

Handling every call is like riding on a bike we need to be balance..PATIENCE is ALWAYS A VIRTUE!

Posted by JERRY — 31 Jul @ 3:00 am

Hi guys.. im in collections and payment arrangement.. anyone here has a good call flow? Thanks guys..

Posted by earl — 8 Aug @ 6:19 pm

I appreciate your efforts and willingness to help your buyer to resolve this issue.
I can realize the situation and truly regret for the inconvenience this has caused you.
It must be distressing for you not to receive the item on time.

Posted by Pavan — 14 Aug @ 2:30 am

thank you. that was very helpful

Posted by edyta — 17 Aug @ 3:33 pm

Putting the customer first and delivering service with a smile is an important part of a positive customer experience.

Posted by Sam Walker — 15 Sep @ 2:51 pm

I think a lot of these sound a little fake to be honest. Calling me a special customer will just make me roll my eyes if I was the customer, so i try not to use things that sound like ‘oh she was told to say that’.

Posted by Kyla — 16 Sep @ 11:11 am

There are some interesting points here – and the use of positive language does have a really vital point to play in customer communications.

However I can’t help feeling that some of the phrasing and words recommended here aren’t appropriate for everyday conversations.

In particular the use of the word ‘surely’ simply wouldn’t sit right with most callers – who wouldn’t use (or be used to hearing) the word ‘surely’ in the context of ‘You will surely be able to enjoy…’.

There are other words and phrases that would sound more natural and less bossy. For example ‘I’m hoping you’ll really enjoy…’.

Never tell the customer what they should be thinking or feeling – just point them in the right direction to get there…

Posted by Suzanna Hyatt — 16 Sep @ 12:02 pm

Oh yes, your choice of words can make a huge difference. A customer might just get turned off and walk away by one negative sounding word. So be positive and pass it on.

Posted by John Borillo — 19 Sep @ 5:54 am

This is awesome! I really learned a lot. Thank you for your help.

Posted by mslizzie — 3 Oct @ 8:26 am

- i understand how frustrating that might be
- i understand how inconvenient that must be
- i know that could be frustrating
- i understand how you feel

Posted by CC3 — 3 Oct @ 12:24 pm

-It is unfortunate that.
-I truly empathize that.
-I sympathize with your situation/disappointment..

Posted by Anonymous — 5 Oct @ 9:47 pm

Great tips. Can anyone share more closing phrases and some open ended/probing questions or a website I can refer to. I spent 5 years in call center in sales/service/billing and just recently started in a cable/tv/phone tech support call center so that is new to me. Thanks

Posted by renne71 — 9 Oct @ 2:34 am

thank you for calling,my name is xxxx how may I assist you with today?
before continue.(before anything else )..please allow me to pull up my resourses first ( may I please have your first name and last name to properly address you..

Posted by Anonymous — 17 Oct @ 9:33 pm

Helloi i read your comments about call center conversations.. i need more help about it i just start job last week, and i m from turkey, i will speak with foreing customers.. so i m working aesthetic beauty center. so i need diffirent kind of conversations.. thank for your helping guys..

Posted by basak.tr — 18 Oct @ 10:17 am

perfect!!!

Posted by Anonymous — 23 Oct @ 2:53 am

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