Vocabulary for Customer Service

Call flow
1
Thank your for calling___. How can I help you today?
2 Thank you for calling___. How may I assist you?

3
I apologize for the inconvenience.
4 I'm sorry to hear that.
5 Ill be more than glad to assist you.
6 I will personally assist you ma'am/sir.
7 Do you have an existing case number?
8 May I place you on hold for no more than___ min.?
9 Are you willing to hold the line?
Sir/ Maam, thank you for holding. This is taking me a
10
little longer, are you able to hold 2 more minutes?
I need to record your data in our system, may
11
I place you on hold for a moment?
Please stay on the line while I transfer you
12
to the _____ department.
13 Sorry to keep you waiting.
14 Thank you for holding.
15 I apologize for the long wait.
16 Let me check on that for you.
17 Allow me to search for that.
18 Would you mind telling me if/whether...? -
19 Would it be possible for you to...?
20 Would you like me to?
21 Is there any chance you could...?
22 Would Friday suit you?"
23 Let me explain this issue/process to you
24 Is there anything else I can do to assist you?
25 Is there anything else I can help you with?
 Vocabulary for Customer Service
Apologizing Requesting Information
1 I do understand the inconvenience you have today 14 Could you please verify your full name and address?
and I apologize. I will be more than glad to help you. 15 May I have your first name and last name?

2 I understand how you feel, I am sorry that you had 16 May I please have your phone number?
to wait so long, I am here to help you right away. Do you have another phone number you would like
17
to share?
May I have your phone number starting with the
18
To Politely Interrupt Someone area code first, please?
Excuse me. I would like to ask you a question 19 Do you have your channel member ID?
3
before we continue/go on.
Pardon me. I feel I did not understand correctly what you
4
said.
Acknowledgment
I am sorry. Im not sure I understand what you mean 20 I see.
5
by _____. Would you please clarify? 21 I understand sir/ma'am.
22 It sounds/seems like it really caused you some problems.
23 Of course.
Emphasizing Phrases 24 I understand that this is frustrating.
6 In particular 25 I am sure I will be able to help you today.
7 Above all
8 Without a doubt
9 Whats especially important is Repetition & Clarification
10 Id like to emphasize 26 Excuse me?
27 Im sorry. Could you repeat that, please?
28 Could you explain that to me again, please?
Slow Down and Paraphrase 29 Sorry, how do you spell that?
48 If Im understanding correctly you 30 Could you spell that for me, please?
49 So what youre saying is 31 Could you repeat your phone number for me, please?
50 Did you mean to tell me X? 32 Can you speak up a bit, please?
51 Let me know if Im getting the story right 33 Could you speak a bit louder, please?
52 What youre saying is
 Vocabulary for Customer Service
Make the Customer Feel Valued Ask More Questions
33 I see youve been with [Company Name] for X years. Thats a long time! 53 What can I do to make your experience with us better?
34 I appreciate your patience. 54 What would be the best-case scenario for you?

35 Thank you for remaining so positive. 55 Is there anything else, big or small, that I can help you with today?
36 Your business means a lot to us. 56 How do you feel about X?
37 I want to thank you for taking the time to speak with me today 57 Are your X needs being met with our product/service?

Put Yourself in Their Shoes Smooth Selling

38 If I were in your position, I would feel the same way. 58 You will ONLY be charged..
39 That would frustrate me, too. 59 We have a variety of ..
40 I would be asking the same questions you are. 60 Its a wonderful service where instead of __, you can ..
41 You are totally right. 61 This is the best plan/scheme for your requirements..
42 I would come to the same conclusion 62 For just $_____. you can..
63 For Special customers like you..

Suggest and Offer

43 Personally, I would recommend you to Positive phrases
44 Would you like to try our new X? 64 I definitely will make sure that it gets sorted
45 You can consider X. 65 You will surely be able to enjoy
46 You might find X helpful. 66 I absolutely agree
47 I think youll find its much easier if you do X. 67 I can certainly help you
68 That is a fantastic alternative

Confirmation
11 Let me verify what you just said
12 Just to double check...
13 What you just said was_________. Is that correct?