Positive Words to Increase Customer Satisfaction


Following on from the success of our Top 25 positive words and phrases article, we’ve put together even more positive words and phrases for you and your customers to enjoy.

Here are some positive words and phrases you can add into almost any customer conversation to boost customer satisfaction and offer advisors variety, so they are not constantly repeating the same phrases.

1. Let’s look into this…

When beginning an interaction, it is customary to acknowledge the customer’s problem and then make a collaborative statement such as the one above.

Here are some other examples of statements which serve this purpose.

“I’d be delighted to help”

Although this may sound generic, using words such as “delighted” or “happy” every now and then can be positive in terms of evoking an uplifting mood.

“Absolutely, I’d be happy to assist you with that today”

Starting a phrase with a word ending in -ly, such as absolutely, definitely or certainly, implies that you are agreeing with the customer and can therefore boost rapport.

“Let’s see what we can do…”

This statement involves the customer using words like “we” and “let’s”, which encourages a collaborative environment that will improve the relationship between customer and advisor.

“That’s a good question…”

Using this phrase will help customers feel validated in their decision to phone the contact centre and reassures them that they were right to do so.

“I would be more than happy to…”

This encourages the caller that they have been put through to a helpful advisor who offers solutions instead of one who focuses on negatives.

2. That’s a good choice…

Validating the customer’s opinion is something that advisors and often urged to do, in an effort to build rapport and consequently satisfaction.

Often, advisors will use the quote above to do so, but here are some other ways of expressing your support.

“This is a very popular item”

Noting that others have also chosen the same solution implies that it is likely to be successful and has proven results, boosting customer trust in the brand.

“We have had a lot of positive feedback on that item”

Relaying positive feedback, casually and briskly, can reassure the customer of the quality of the product/service that is being discussed.

“This choice has proven successful…”

Again, referencing the success of the caller’s choice amongst other customers will encourage the customer, in terms of future results.

3. What other customers have done…

The statement above almost implies that the advisor is giving the customer inside information, which may boost a customer’s affiliation with the brand. This is because the customer is likely to feel as though they have someone inside the business, rooting for their cause.

Here are some other ways of making this assertion.

“What other customers have done/tried in your position is…”

This statement assures the customer that there is a valid solution to their query and can create a customer-advisor connection, as the advisor is providing that insider information.

“I’m hoping you’ll really enjoy…”

Using verbs such as “hoping” creates the impression that the advisor is actively supporting the customer from inside the company.

4. That will be with you on…

Providing the customer with a delivery date is a repetitive duty for most advisors in the contact centre, so here’s a few other positive ways of letting the advisor know.

“As you are a valued customer…”

Although this pushes the boundaries of being robotic, if used naturally it can allow the customer to feel appreciated, which may improve loyalty.

“I’m happy to let you know…”

It may seem meaningless to state that your happy to help, as an advisor, but occasionally adding your positive thoughts can elevate the conversational tone.

5. It has been a pleasure…

Now that you handled the customer’s query, it is important to close the conversation positively to confirm any “good feeling”, which the interaction may have generated.

So, it could be useful to make a note of these positive closing statement below.

“I’m happy that I was able to assist you today”

This reinforces the customer-advisor bond, but can sound unauthentic. So, make sure to use “I’m” instead of “I am” to maintain a sincere tone.

“Your satisfaction is a great compliment, (insert name)”

Personalising a statement is a great way to build rapport. Also, adding that you will pass on any compliments, at the end of this statement, will let the caller know that their voice is heard and appreciated.

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

Offering this may sound robotic, but it is common courtesy and most customers will likely appreciate the opportunity to voice any additional queries.

“I appreciate your patience on this. Please let me know if I can provide any other additional support”

Repeating “I” in phrases such as this demonstrates that the advisor is taking personal ownership of the issue and thus personally relieving the customer from the weight of their query.

6. Thank you for your patience…

Of course, the previous set of phrases could only be used if the customer’s query was resolved successfully. After more difficult calls, the following statement could prove more beneficial.

“Thank you for your time and patience today”

Recognising that the call has consumed some of the customer’s time, as this quote does, can be a good addition to the conversation, so the customer feels valued and acknowledged.

“I hope I was able to help you with your concern”

This statement can lower your repeat contacts by establishing that the advisor has fully resolved the customer’s query.

“I apologise for any inconvenience caused today. Please accept my sincere apologies”

Sometimes an advisor will be left with no choice other than to make an apology. But when this happens, it’s better to say “my apologies” and take personal ownership, instead of “our apologies”, referring to the advisor and the company.

Are there any other positive words or statements that you would advise using to boost customer satisfaction?

If so, please leave them, as well as any other thoughts you may have on this article, in the comments section below.

Click here for our 31 Quick-Fire Tips: How to Improve Customer Satisfaction

Originally published in June 2015. Recently updated.

Published On: 9th May 2017 - Last modified: 26th May 2017
Read more about - Essential Call Centre Tools , , , , , ,


13 Comments
  1. Really helpful alot…

    sayda 21 Aug at 9:40 pm
  2. It looks as though each one of these phrases are easy to ask but I’m pretty sure it might be somewhat challenging to express. After calling up a call center during their after hours business support, those representatives sure are serious about helping the clients. I’m guessing that they’ve been trained very well.

    Correy Smith 25 Aug at 12:02 am
  3. What about phrases to use when u have not resolved the customer’s issue and there is nothing else that u can do for that customer?

    anya 24 Oct at 7:26 pm
  4. OPENING
    -Welcome to __________ Answer Desk
    -My name is __________
    -How may I help to today?

    ACKNOWLEDGE ISSUE
    -Thank you for sharing your concern with me today.

    EMPATHY STATEMENT
    -Im really sorry to hear that / issue
    -But don’t you worry you have me on the line I will help you
    to fix this issue.

    ______ Version:
    Paid Service:
    OS:

    If _ _ _
    Name:
    Phone No:
    Email Address:

    Case No:
    LMI

    SETTING EXPECTATIONS

    CUSTOMER name, regarding with this our service is complimentary if your issue is easy to fix, However if the issue is complex and requires advanced troubleshooting, We might offer you or you can to take advantage for our paid support.

    We will perform a few troubleshooting steps to see if we can resolve this issue. Should your issue require more advanced troubleshooting to fix we can discuss other options and find the best solution for you. Is that okay?
    ===========================

    Customer name, it looks like the issue is more complex and it needs to perform an advance troubleshooting steps that require to take remote session w/ your computer.

    We’ll I can give options w/ our paid support service here at Microsoft and then you can decide how you want to proceed. Are you okay with that?

    ====================
    PSS
    The first option is our one-time premium software support which will cover this issue. The cost of the service is $99 and if your issue is not fully resolved there will be no charge. Our Premium Software Support (PSS) also comes with a 30-day warranty should this particular issue reoccur in the near future.

    ASSURE
    Second option is our Assure Support Plan which I recommend to all my customers since it has value for money. This will cover multiple PCs in your household. It covers all software-related issues, (i.e. virus removal, PC tune-up, MS office Windows). With this, you can also get free unlimited technical support training in a nearby Microsoft Store. Cost of this service is only $149 and it gives you complete peace of mind, 24×7.

    Anonymous 9 Nov at 1:55 am
  5. It looks as though each one of these phrases are easy to ask but I’m pretty sure it might be somewhat challenging to express. After calling up a call center during their after hours business support, those representatives sure are serious about helping the clients. I’m guessing that
    they’ve been trained very well.

    What about phrases to use when u have not resolved the customer’s issue and there is nothing else that u can do for that customer?

    Anonymous 9 Nov at 1:58 am
  6. Your frustration is very acceptable. I get you. Dont worry I’ll check the options to rectify the problem.

    Ren Hemor 25 Dec at 5:59 pm
  7. I’d be upset too if that happened to me. Dont worry I’m gonna check the options we can offer for you.

    Ren Hemor 25 Dec at 6:00 pm
  8. phrases were very helpful,thank you guys for sharing.

    chrisdelle 19 May at 3:17 pm
  9. very helpful and quite useful

    Marc 6 Mar at 3:31 pm
  10. I DO APOLOGIES FOR THE INCONVENIENCE CAUSED, BUT LET’S ME SEE WHAT OTHER (ITEM OR SERVICE)I CAN PROVIDE TO YOU HERE TODAY.

    IT WAS AND HONOR SPEAKING WITH YOU THANK YOU FOR CHOOSING (COMPANY NAME) HOPE TO SPEAK WITH YOU AGAIN.

    ASHLEY 14 Mar at 4:59 pm
  11. Welcome to _______ company name, my name is Daniela How may I help you?

    MR, MISS or MRS you should look at the rules or instructions of your product.
    I will help you to understand what is going on with your product (computer , ticket, game, clock).

    For example – If you what to change it you must give us a reason or it should be a product damage, but if you want we can fix it.

    Sure Mr xxx we have the solution for your problem.

    Off course I will help you.

    I am really sorry to hear that, but I know I can help you, I am doing my best effort to solve the things that concern you about this (product)

    Maybe you can hold on line for one minute, I am checking your payment,etc

    At this moment the systems doesn’t allow me to make any changes.

    You can contact us by this telephone number because there are agents for this area, or please hold on I will transfer this call.

    Thank you for you patience and time. I am delighted because I can help you with this situation that concerns you.

    Daniela 5 Apr at 3:22 pm
  12. I train call centre staff and always advise them to not apologise for the mistake made by someone else.

    I get them to reframe the apology, making sure it comes from the company side.

    Its not their personal fault, as that tends to drag them down, constantly saying sorry. and we lose staff who end up feeling low

    Steve 9 Jun at 1:40 pm
  13. A lot of good comments here. I totally agree with Steve however, as a Call Centre Manager, my job is to keep my team happy as well as ensuring they are keeping our clients happy. Team members having to apologise for something out of their control is demoralising and gives the client the upper hand. I want my team to feel that they are in control and at a minimum equal to the client on the other end of the phone. They shouldn’t need to apologise, rather acknowledge that there is an issue, take ownership of it and address it. If they screwed up however, definitely apologise and fix the problem.

    Graham 29 Jun at 6:03 am
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