100+

POWER WORDS
AND PHRASES
FOR YOUR CALL CENTER AGENTS
Call center agents have a great amount of responsibility on their
shoulders. They are very often the first link between a company and
its clients, so they always have to make sure that the first impression
of their brand is as positive as possible. After all, a positive customer
service experience is usually the key factor that influences a client’s
perception of the company. It is a huge duty for agents, and some-
times it can be very hard to make first impressions flawless.

That is why our list of empowering words and phrases may come in
handy when you do not necessarily know how to express yourself
properly. Use it as a means of support when handling tough conver-
sations or simply work your way around it in order to incorporate a
new habit. One thing is certain - using the phrases we are about to
share with you on a daily basis will improve your communication and
customer service skills.
ENTSCONTENTSCONTENTSCON
Contents

01 Why are they necessary?. . . . . . . . . . . 5

02 What to avoid. . . . . . . . . . . . . . . . . . . . . 8

03 Everything depends on
the mindset . . . . . . . . . . . . . . . . . . . . . . 11

04 To give a warm welcome. . . . . . . . . . 14

05 To ask for more details. . . . . . . . . . . . 17

06 When there is a need to consult. . . . 20

07 When there is no
opportunity to help. . . . . . . . . . . . . . . 24

08 When the client is upset. . . . . . . . . . . 27

09 To end a conversation politely . . . . . 31

10 Positive glossary. . . . . . . . . . . . . . . . . 35

11 Over to you. . . . . . . . . . . . . . . . . . . . . . 40

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Section 01 4

01
02
BUT FIRST, WHY ARE
THEY NECESSARY?
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04
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06
07
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11

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But first, why are they necessary? 5

But first, why are they

necessary?
Nothing is more powerful as proof than numbers and facts. Custom-
er experience research is highly valuable and useful. It allows peo-
ple working in this sector to continuously improve their skills and
thus avoid as many difficult cases as possible. Let’s discover some
of the most important statistics regarding customer service and its
importance:

→ A poor customer experience can lead to up to 89% of

consumers switching to a competitor.

→ 68% of customers believe that the key to providing excellent

customer service is being polite to them.

→ A positive customer service experience leads to almost 90% of

consumers making another purchase with the same company.

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But first, why are they necessary? 6

→ Most Americans will not complete a purchase following a nega-

tive customer service experience.

→ One in two millennials complain on social media about brands,

thus damaging their reputation in the public domain.

→ Customer service expectations are rising year after year

successively.

→ Almost three out of five consumers report that good customer

service is a key factor concerning their loyalty towards a brand.

Now that we know how important good customer service actually is,
let’s focus on what phrases we recommend avoiding at all costs, as
well as which will help make your customer service skills top quality.

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 Section 02

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WHAT TO AVOID —
PHRASES THAT ARE
NOT ACCEPTABLE AT
ANY STAGE OF
A CONVERSATION

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7
What to avoid – phrases that are not acceptable at any stage of a conversation 8

What to avoid – phrases

that are not acceptable
at any stage of a
conversation
The main rule of effective customer service conversations is to stop
using negative language. Negative language has corrosive pow-
ers that can damage your company’s reputation and therefore de-
crease its profitability. It is sticky, confusing, and destructive. It
makes both parties focus on the negatives rather than positives and
does not contribute towards solving issues. Therefore, every agent
should avoid ‘no-phrases’ such as:

“ I do not know.
“ There is nothing I can
do to help you.

“ No.

“ I do not

“ I have no idea. agree with you.

“ I do not understand.
“ I do not believe you.

“ I can not help

you with that.
“ That is a lie.

“ It does not fit

“ I do not have the an-

swer to your question.
our culture.

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What to avoid – phrases that are not acceptable at any stage of a conversation 9

The best thing you could do here is forget that the word ‘no’, as well
as all other negative words, even exists. Why? Negative language
gives the listener an idea of you being obstructive rather than help-
ful and supportive. Using negative phrases can also contribute to your
customers misinterpreting your message.

There are many situations, however, in which negative language prac-

tically can not be omitted, or it is really challenging to avoid it. Even if
internal miscommunication occurs in your company and incorrect in-
formation is forwarded from one agent to the next, or another em-
ployee does something wrong, you should avoid admitting it directly
in front of the client at all costs. As an agent, do apologize for mis-
takes and inconvenience plus make every effort to eliminate bad im-
pressions. However, do not go into too much detail about the fault
from your side, as avoiding this will make you look more professional.

Of course, there may be situations in which an agent does not know

the answer to a question or does not understand a client’s problem.
When this happens, the agent should calmly convey it to the custom-
er on the call, and the manner of communication is very important.

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Section 03 10

01
02
03
DEPENDS ON THE

04
05
EVERYTHING

06
07
MINDSET

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11

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Everything depends on the mindset 11

Everything depends
on the mindset
Before we share our powerful phrases, it is important to note that
even the most empowering words will not be enough when an agent
does not have the right approach to their job.

Even though we communicate frequently from the very beginning of

our lives, communication is still one of those skills that requires a lot
of knowledge and experience. After all, everything can happen during
a conversation and it is not possible to be prepared for everything, no
matter one’s experience.

This is why agents should work on their nerves, character, and the
right approach to their job. Sophisticated and polite sentences will
not be enough to work with customers on their issues when agents

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Everything depends on the mindset 12

are aggressive, strict, nervous, or unhelpful. If you feel like you strug-
gle with the right approach to your job as a customer service agent,
try one of our tricks to help you provide better service:

→ develop active listening skills,

→ practice public speaking,

→ be empathetic,

→ work on your ability to actively engage in team-build-

ing activities,

→ develop an awareness of your body language and the tone

of your voice,

→ learn to manage your own emotions,

→ ask for feedback.

Remember that everything takes time and practice makes perfect -

you will get there eventually!

Below you will find some examples of empowering words that will be
useful on various occasions. These are only templates to get inspi-
ration from and they should be adjusted to your industry and specif-
ic situations. Do remember these phrases, but also always make sure
they are used appropriately, according to the context. Otherwise, a
conversation may seem stiff and unnatural.

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Section 04 13

01
02
03
TO GIVE A WARM

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05
06
WELCOME

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To give a warm welcome 14

To give a warm welcome

A wise man once said that ‘you never get a second chance to make
a first impression’ and this could not better demonstrate their impor-
tance when working in customer service.

From the very beginning of a conversation, agents should sound po-

lite and cheerful. They must be interested in the client’s case, other-
wise the customer will feel ignored. It is also important that the agent
introduces themselves in the beginning - they should give their name,
job position, and company name. Customers like knowing who is hid-
ing behind the phone on the other side of the line. It gives them more
confidence and trust in a company. This will also help to avoid mis-
understandings and mistakes. Below you can find some examples of
warm welcomes:

“ Hi! You have reached [company name]. My name is

[agent’s name] and I am a [agent’s job title]. What can I do
for you today?

“ Good morning! My name is [agent’s name], I am [agent’s job ti-

tle] at [company’s name]. How can I help you?

“ Hi, you have reached [company name]’s customer support

department. My name is [agent’s name} and I am happy
to help you.

“ Hello, thank you for calling [company name]. My name is

[agent’s name], how may I assist you today?

“ Thank you for calling [company name]. I am [agent’s name],

what can I help you with today?

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To give a warm welcome 15

“ Good morning, you have reached [company name]. My name is

[agent’s name] and I am here to provide you with our very best
service. What can I do for you today?

Such phrases are a sign of perfect manners and appreciation of the

customer. It is also worth making calls more personalized thanks to
solutions like CloudTalk’s caller ID feature, which gives the agent a
comprehensive overview of the person calling the company. It usually
displays information like the customer’s name, phone number, and di-
aled number.

It also allows for creating and opening, when needed, a real-time cus-
tomer card with a bunch of useful information like the caller’s order
history, previous emails and chats, as well as an agents’ notes and
comments. Thanks to all of the above, the agent may start a con-
versation with a highly personalized ‘Hi, Anne!’ instead of just a plain
‘Hi!’. Features like this one make calls more welcoming and custom-
er-orientated.

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Section 05 16

01
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03
04
MORE DETAILS

05
06
TO ASK FOR

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11

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To ask for more details 17

To ask for more details

Very often during phone conversations, active listening is not enough
to fully understand the person on the other side of the phone. When
clients are emotion-driven, they may talk chaotically and omit some
important facts and details. Sometimes even technical matters can
impact the agent’s understanding of an issue.

Technical issues include poor connection quality and can prevent you
from understanding the caller properly. In this situation, it is import-
ant not to blame the customer for a lack of information (sentenc-
es such as ‘You did not tell me when the fault occurred’ are out of the
question) nor technical issues. Investing in reliable call center soft-
ware is helpful when it comes to such situations.

But what should agents do, when miscommunication occurs not due
to technical issues, but rather because the customer who is calling is
aggressive and pretentious, so because of that fails to provide vital
details? All important aspects should then be requested by the agent
and summarized to be 100% sure that this is the client’s message. You
could try using these sentences:

“ Supposing I understand you correctly, your issue is [client’s

problem paraphrased]. To solve your problem, I would need
more details about [exact problem]. Can you please tell me
more about [certain aspects]?

“ So, from what I understand so far, you are [paraphrasing of the

problem]. I would appreciate it if you could tell me a little bit
more about your issue. How about [more detailed questions]?

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To ask for more details 18

“ OK, but could you please tell me more about [exact problem]? I
really need this information in order to find the best solution for
you quicker.

“ Right, so if I understand you well, the problem is [problem re-

cap]. To find the right solution, I would need more details about
[exact issue]. Would you be so kind as to tell me more about it?

“ So let me go through a recap of what we have established so

far: [quick recap]. Is that right? [Client’s answer: ‘No’]. So I would
need more details about [exact issue], then I would be able to
start the resolution process.

“ In order to ensure I solve your issue to the best of my abilities, I

would like to kindly ask you a few more questions regarding this
case. Do you think you could answer them?

It is also important to highlight what the information is needed for,

especially if it requires sharing sensitive data. Nowadays, customers
are highly protective of their personal data due to a massive increase
in hacks and personal data theft. Therefore, do make sure you com-
municate clearly to your customers what exactly it is that you need
and what for.

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Section 06 19

01
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NEED TO CONSULT
03
WHEN THERE IS A

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When there is a need to consult 20

When there is a need

to consult
During a conversation, various questions are often asked to which the
agent responsible may not always know the answer immediately. Call
center agents deal with multiple cases every day, and therefore it is
quite normal for them not to be able to memorize every single piece
of information. And even if an agent thinks they remember some-
thing, it is always better to double-check rather than to provide false
information.

To do that, agents need to search and look for those missing piec-
es of information. Unfortunately, this means that the customer has to
wait, and customers do not like doing that. Therefore, subtle commu-
nication of this should be used, as well as emphasizing a need to put
the client on hold. Giving an approximate waiting time would be nice
as it gives the customer some idea of what they can expect to hap-
pen next - such a dose of certainty works in the agent’s favor and
calms the customers’ nerves.

This is how it should be done:

“ Right, I understand. I have to search for more information be-

fore I can offer you a final solution. It will take about 3 minutes
to do so. I hope that is not a problem?

“ OK, [client’s name]. I will check all necessary data and be back
in less than 5 minutes. Does that suit you?

“ To solve your problem I need to find more information

about your case in our system. Can you please hold on for
about 2 minutes?

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When there is a need to consult 21

“ Looks like I need to access some additional information here,

would you be okay with waiting for about 3 minutes while I
search for it?

“ Thank you for providing this information. To be able to solve

your case as soon as possible, I need to put you on hold and
check our database for some missing details. Would you mind
waiting for 2 minutes, please?

“ It looks like I may need more information here from my col-

leagues. I will check your order status with them and get back
to you as soon as possible. Would that be alright with you?

Sometimes it is necessary to consult the customer’s situation with se-

niors or other specialists. In this case, it is important to highlight that
the agent will do so immediately after the call ends and will get back
to the client with more information.

“ Mr/Mrs/Ms [clients’ surname]. I have to consult your situation

with [specialist’ position]. I will do this immediately and call you
once I get an update. Furthermore, I will do my best to solve
your problem as soon as possible.

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When there is a need to consult 22

“ Right, so I will need to consult your case with specialists from

[department’s name]. Once I get all of the necessary informa-
tion, I will send you an email with the suggested solutions.

“ Thank you for your patience. It appears that I need to discuss

your case with my manager first. I will have a discussion with
them and then inform you about the outcome of it as soon as
possible. Are you okay with this?

“ To fully understand your case, I am going to have to discuss

some of the details with my manager. I will get back to you as
soon as I have some information for you. Thank you in advance
for your patience.

“ I would love to resolve your issue to the best of my abilities, and

therefore I need to consult one of my colleagues who specializ-
es specifically in matters like yours. Once I have done so, I will
get back to you. Thank you for your understanding.

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Section 07 23

01
02
03
NO OPPORTUNITY

04
WHEN THERE IS

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07
TO HELP

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When there is no opportunity to help 24

When there is no
opportunity to help
Sometimes an agent cannot help, no matter how much they want to.
If the agent is unable to resolve the customer’s problem, it must be
handled gently. None of us are omniscient, but this is not the message
that clients call for. If you don’t want the customer to feel like they
are wasting their time, provide them with some alternative solutions.

Ending the conversation with ‘I can’t help you’ is not the right ap-
proach. It can result in negative reviews coming your way, as well as
decreased customer satisfaction. Customers can be ruthless with
their opinions. Therefore, never leave clients without anything positive
to say about their encounters with your company. Here are some ex-
amples of how you could politely inform a customer that you are not
able to solve their issue and offer an alternative solution:

“ Unfortunately, I am unable to solve your problem. I do not seem

to have access to the necessary data, but I can suggest an-
other solution.

“ I am sorry, but the solution you propose is not within the scope
of our services. I can suggest that we do it like this: [alterna-
tive solution].

“ I am worried that this solution is out of my control. What I

can do is to propose another instead. What about [alterna-
tive solution]?

“ Whilst your idea sounds great, we do not have the appropri-

ate resources to meet your requirements. How about [alterna-
tive solution]?

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When there is no opportunity to help 25

“ As much as I would love to solve this problem your way, I am

afraid it is not possible. Would you be happy with [alternative
solution] instead?

“ While your proposed solution sounds like a great idea, I am

afraid that it does not comply with our policies. Would you like
to find out more about our alternative options that could poten-
tially suit your needs instead?

It should be emphasized that the issue here is not malice, but top-
down restrictions that you simply cannot omit as an agent. Let the
caller know about the available options and thank them for their
understanding. It is also important to let customers know why some
solutions are not always possible. Politely explain the rationale behind
such situations and thank them for their patience.

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Section 08 26

01
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03
WHEN THE CLIENT

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07
IS UPSET

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11

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When the client is upset 27

When the client is upset

When things do not go the way customers want them to, they often
react in unpleasant ways. Unfortunately, upset customers are a com-
mon occurrence in the lives of customer service employees. Every
agent should be well prepared to deal with them in the best manner
possible. This certainly isn’t easy though, because various emotions,
often those associated with anger and disappointment, need to be
handled thoroughly. However, there is nothing to worry about. Effec-
tive communication can be learned in case of situations like this too,
and you simply need to prepare yourself in advance.

The first rule is to stay calm. But on the other hand, it is also advis-
able to avoid asking customers to calm down because such a state-
ment could trigger them further. Being understanding and keeping
your mind clear is key. Secondly, make sure you have a positive at-
titude to the client’s problem and always propose as many suitable
solutions as possible. This should make the caller calm down a bit.

One of the most powerful tools to calm angry customers down is us-
ing validation and compassion. Admit that the customer is right and
show empathy. This will most likely immediately calm them down.
However, only do so when it is contextually appropriate. You do not
want to mislead your customers. Such white lies are usually not the
best solution in the long run and chances are that ultimately they will
only make the customer even angrier. Try using one of these example
phrases to calm an upset customer down:

“ I understand your emotions. We are very sorry that this has

happened to you. I can propose the following solutions [suitable
solutions]. Do any of them suit you?

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When the client is upset 28

“ I am aware that such a situation is very upsetting. If I under-

stand you right, you [quick recap of the client’s problem]. I can
only apologize sincerely on behalf of the company and propose
the following solutions [suitable solutions].

“ You are absolutely right, thank you for bringing this to our at-
tention. We really appreciate it. In this case, we can offer you
[suitable solution].

“ Please accept our sincere apologies, this should have never

happened and you are absolutely right. I would like to offer you
the following solutions [suitable solutions].

“ I am very sorry that we put you through this. Let me offer you
something that will hopefully compensate for your negative ex-
perience. How about [suitable solution].

“ I can not imagine how that must have felt, I am deeply sorry to
hear that. We guarantee it will not happen again. Is there any-
thing we could do to make up for our mistake?

It should also be remembered that even the most irritated client

should not offend the agent handling the case. Therefore, if the client
curses, screams, or verbally attacks the agent in any other way, the
agent has the right to admonish the client and/or even hang up.

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When the client is upset 29

Here is how you can inform an upset and aggressive customer about
the possible outcome of their behaviour:

“ I understand that you are upset, but I would like to ask you not
to raise your voice. Otherwise, I will have to pass the conversa-
tion to my manager or disconnect right now.

“ As much as I understand your dissatisfaction, I would like to ask

you to show me some respect as I am working really hard on
solving your issue. If you can not do that, I am afraid I am going
to have to end this conversation right now.

“ Have I done something to offend you? If not, please do not

speak to me like this as I am doing my best to fix the problem.

“ I would really appreciate it if you could calm down. Otherwise, I

will be forced to end this call right now.

“ I am sorry you feel this way, but this is not a reason to disre-
spect me like this. If you do not calm down I will be forced to
pass this call on to my manager and end my discussion with
you right now.

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Section 09 30

01
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04
CONVERSATION

05
06
07
TO END A

POLITELY

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To end a conversation politely 31

To end a conversation
politely
How you end a conversation is just as important as how you start it.
The conclusion of a call affects the image and impression of the com-
pany in the eyes of the caller for a long time. Therefore, it is very im-
portant to end the conversation politely, while ensuring that both
parties are on the same page.

A brief summary of the findings, an explanation of what will happen

after the call is over, as well as some final additional questions to
make sure you managed to meet the caller’s expectations will come
in handy! Here is how you could do so nicely:

“ I am glad we have found the solution to your problem. As we

have established, I will send you an email of the further steps
in your case. Once again, my name is [agent’s name] and
if you ever have any more issues, please do not hesitate to
contact me.

“ Thank you for calling us. As I already mentioned I will pass your
case on to the [department name]. You will be updated about
any changes by email. Can I help you with anything else?

“ [Client’s name], I am happy that we have solved your problem.

I am glad you called us. If you have any questions, please con-
tact me by email. Have a nice day!

“ I am happy that your problem has been solved and I hope you
like the solution. Do you have any further questions?

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To end a conversation politely 32

“ You have been speaking with [agent’s name] today. Thank you
for reaching out to our company and for your time. We will in-
form you about the next steps by email. Is there anything else
you would like to discuss before we finish for now?

“ I am very glad I could be of help today. Thank you for choosing

our company. Can I help you with anything else today?

If the client’s answer is ‘Yes’, ask for more details.

If the client’s answer is ‘No’, respond by saying:

“ Great. So thanks for your call and have a nice day!

“ Thank you for calling us and we hope to hear from you soon.

“ Goodbye Mr/Mrs/Ms [caller’s last name], thank you

for your call.

“ I am glad I could be of assistance today. Enjoy the rest of your

day and do not hesitate to contact me again if there is ever a
need for you to do so.

“ Thank you for your call. Enjoy the rest of your day!

“ I am very pleased that I could assist you today. Do not hesitate

to call us again if you ever need help in the future.

To give further instructions

Sometimes the end of the conversation does not mean the end of the
whole case. If the customer has to take further steps, it is best to sum
up and give them some additional instructions to guide them through
the process.

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To end a conversation politely 33

Clear instructions will most likely allow you to solve the case quick-
er, as it will not only be you working on the case but the customer too
with the help of your instructions. Here are some phrases you could
use to ensure your customers will know what to do:

“ All right, so now all you have to do is…

“ As soon as you receive another email from us, you should…

“ The next step is to…

“ The easiest way to get it done is to…

“ Now, all you need to do is to…

“ As we agreed, the next step is...

“ After receiving a call from our specialist, you have to…

“ Now you should check the order number and use our re-
turn form to…

“ To go further with this case, I will need you to provide me with…

“ The first thing you should do after our call ends is…

“ The final step is ensuring that you…

“ Please make sure you check...

“ Please do not forget to send…

“ Now, please check your...

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Section 10 34

01
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GLOSSARY

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POSITIVE

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Positive glossary 35

Positive glossary
Do not be afraid of sounding too optimistic. Positive language is much
better and more welcome than negative speech filled with unpleas-
ant words. In order to keep conversations going smoothly and to
make positive impressions, all agents should spread uplifting, hap-
py energy first and if a client is upset or angry then calm them down
and keep the call together. Go out there and spread your positive en-
ergy - customers will love you for it.

How to sound optimistic and share the good energy with callers? Be-
sides the tone of your voice, appropriate adjectives that are filled
with positive energy are crucial. Try remembering Albert Mehabrian’s
7-38-55 rule of communication. The rule states that 7% of meaning is
communicated through spoken word, 38% through tone of voice, and
55% through body language.

Despite the fact you do not use body language during phone calls, try
focusing on the other two components: the words you use and your
tone of voice. You have no idea how much these two can empow-
er your communication skills and boost your effectiveness as a com-
municator. Trust us, your customers will be happy and eager to come
back to your company!

Here are some magically positive words to incorporate into your ev-
eryday conversations:

“ Great to hear you like it!

“ Marvellous idea…

“ We will definitely take care of it...

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Positive glossary 36

“ It would be ideal...

“ This is exactly the way we want to solve the problem…

“ Fantastic! I will send you more details via email…

“ I absolutely understand…

“ I completely agree with you…

“ That is a superb idea….

“ It is a brilliant choice!

“ What an interesting suggestion…

“ I would appreciate it...

“ This is a terrific alternative!

“ Definitely, I will send you an email with the details...

“ I would certainly recommend…

“ I will check this quickly and come back to you…

“ Your suggestion is fascinating…

“ Hope you have a blessed day.

“ I hope you enjoy our service!

“ It is very generous…

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Positive glossary 37

“ Splendid! Now, all we have to do is…

“ Personally, this is my favorite…

“ Thank you! We are on a mission to provide friendly and

effective service for our clients.

“ I fully understand. The essential thing here is…

“ That is just truly magnificent!

“ I have some wonderful news!

“ Glorious idea! Thank you so much.

“ I am just delighted to hear that!

“ Thank you so much for your kindness.

“ Have a beautiful day.

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Positive glossary 38

Furthermore, it is crucial to be polite and grateful, therefore such

phrases as ‘Thank you’ and ‘Please’, etc., are more than obligatory.
Remember that there is no such thing as having too many manners.
Customers are much more likely to complain about a lack of manners
rather than about over-politeness.

In order to convey a sense of understanding and being heard, agents

should focus on these two verbs in two tenses: feel, felt, find, and
found. Doing so will help form bonds with callers and calm their emo-
tions. Here are some examples:

“ I understand how you feel…

“ If I were you I would feel the same, however…

“ I can only imagine how that must have felt...

“ I can imagine how you feel and a few of our other customers
felt this way too, but there is a solution…

“ I hope you find this solution useful…

“ We found a solution that would work well for your situation…

“ I spoke with the manager and this is what I found…

“ Thank you! Hope you found the call helpful...

Agents have to sound completely understanding and show that they

can relate to clients’ situations and problems. Customers who are
asking for help expect that you will be able to show empathy and
solve their issues. Such feelings can be conveyed through the above.

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Section 11 39

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OVER TO YOU

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Over to you 40

Over to you
Not all heroes wear capes, sometimes they dedicate their time to
solving customers’ problems. Being a call center agent can often be
a tough job to do. There are multiple aspects that they need to take
into consideration and care about: being as polite as possible plus
finding the best solution for the customer and the company so that
everyone is happy in the end. That can be a truly tough nut to crack.

Thanks to the above list of empowering words and phrases, your

agents will be able to find the right words quicker and their work will
become more efficient.

Nothing is better than constantly improving your skills, and this exten-
sive ebook is dedicated to those who are continuous learners. As a
call center agent, you never know what can happen during a call and
each one might be a real surprise. In most cases, you are the main
character and it is up to you how a particular call will end. Will you
make the most of your skills and abilities?

Feel free to get some inspiration from this list when preparing yourself
(as an agent) or your agents for making improvements and always
keep in mind that the best choice of words depends on the nature of
your business.

If you are interested in learning more about call centers software,

solutions, and effective communication, then please visit our blog.
Let’s all become masters of communication!

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