The Best Words to Rescue an Unhappy Customer Experience Related Articles Replace Negative Words With Positive Words for Customer Service With Examples The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer's Day The Big List of 100+ Power Words to Use in Customer Service Customer Service: 50 Nice Words to Say to Someone 28,510 Filed under - Skills, Customer Satisfaction (CSAT), CX, Editor's Picks, Language, Positive words Here are some great words and phrases to use the next time you’re faced with an unhappy or distressed customer or need to put someone on hold. Turning a negative situation around Here are some useful phrases to help show the customer that you really are on their side and will do your best to resolve their problem. It is unfortunate that… I understand how frustrating that might be. I understand how inconvenient that must be. I know that must be frustrating. I understand how you feel. It is unfortunate that… I sympathise with your disappointment… I know it can be a pain… Click here for The Right Words and Phrases to Say to an Angry Customer The ‘Feel, Felt, Found Approach’ If you find yourself in a negative situation, you could also try the ‘Feel, Felt, Found’ approach, which can help you build a positive, empathetic relationship with the customer. (Insert name), 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… Taking the stress out of on-hold situations Here are some positive phrases you can use when putting customers on hold. Let’s have a look. I won’t be a minute. Kindly allow me a minute or two to review your account and get back to you. I appreciate your patience. I’m currently looking up the information so that I can provide you with the best option. May I place you on hold for a minute to check this for you? I am more than happy to find an available supervisor for you. Please bear with me. Do you mind holding 2-3 minutes while I process your request? (This detailed response simultaneously asks the caller’s permission to hold, gives the caller a reason for putting them on hold, and provides them with an attainable timeframe for the hold.) I have that information here for you now, I will just get it for you. (This removes the negative word ‘wait’ from the conversation.) Thank you for staying on the line. (This is a more positive alternative to saying “sorry to keep you on hold” – as “sorry” implies there is something to be sorry about.) Visit our Top 25 Positive Words, Phrases and Empathy Statements Click here for our Positive Words to Increase Customer Satisfaction What words and phrases have you tried to rescue an unhappy conversation? Have you seen success with any of the above? Author: Megan Jones Published On: 13th Jan 2016 - Last modified: 15th Dec 2017 Read more about - Skills, Customer Satisfaction (CSAT), CX, Editor's Picks, Language, Positive words Recommended Articles Replace Negative Words With Positive Words for Customer Service With Examples The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer's Day The Big List of 100+ Power Words to Use in Customer Service Customer Service: 50 Nice Words to Say to Someone Related Reports eBook: Five Trendsetters in CX Innovation White Paper: How to Drive Business Improvements with Customer Insights Report: Customer Experience Horizons eBook: How Customers Can Lead Your Business Transformation in 2024 Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter