36 ENGLISH PHRASES

FOR
PROFESSIONAL
CUSTOMER SERVICE
Introduction

Welcome to my guide on essential English customer service phrases!

Whether you're an experienced professional or just starting out in a
role that involves interacting with customers, effective communication
is crucial. The phrases included here are not only valuable for those
working full-time in customer service but also for anyone who has
contact with customers.

In this guide, you’ll see phrases that are fundamental for providing
excellent customer service. From greeting customers warmly to
handling negative responses professionally and efficiently transferring
calls, these phrases are essential for building positive relationships with
customers. Additionally, mastering these phrases can greatly improve
your professional image and contribute to the overall success of your
interactions with customers.

Let's dive in and explore the key phrases that will elevate your
customer service skills to new heights!

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Answer the call and greeting the customer.

Hello, (company name) this is (name) from customer service. How can I help you
today?
Hello, (company name) this is (name) from customer service speaking. Thank you for
calling. What can I help you with today?

We don’t always get a positive response after answering the call and greeting the
customer. Here’s what to say in this case:

Dealing with negative responses

I’m very sorry to hear that. I’ll do my best to resolve this for you.
I’m so sorry to hear that. If you could give me your name and order number, I’ll start
looking into this immediately.

But what if you’re not the right person to help the customer? You may need to transfer
them to a different person or department:

Transferring the call and putting the customer on hold

I understand. I’m going to transfer you to our finance/sales/shipping department.

They’ll be able to help you with this request/matter/issue. Please hold for a moment.
I understand. I’m going to put you through to our (name of department) so they can
help resolve this issue. Is it okay if I put you on hold for a moment?
I see. Let me transfer you to (name of responsible person). He/she is the right person
to talk to and I’m sure he/she will be able to help you with this. Would you mind
being on hold while I get in touch with him/her for you?

If you are the right person to help the customer, you will probably need to get some
customer information from them:

Getting customer information

Absolutely. Could I please get your full name to check that order for you?
Great. Could you please give me your customer/account number?
No problem. Do you happen to have the order number so I can bring it up?
I see. Could you please give me the account number listed on the invoice?

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You may also need to ask for billing or credit card information:

Asking for billing and credit card information

Could you please provide your current billing address?

Could you please verify your address?
Could I please have your credit card number, CVV code, and expiration date. The
CVV code is a 3-digit number that you should find on the back of your card.

You may not be able to deal with every customer question or request without checking
for other information. Here’s what you can say:

Checking other information

I see. I’m going to need a moment to check that for you. Can I put you on hold?
I understand. Please give me a minute while I pull up that information. Would you
mind being on hold while I do that?
And then thank the customer for holding:
(customer name)? Thank you for holding. I have that information for you now.
(customer name)? Thank you for holding. I’m sorry it took a little longer than
expected.
(customer name)? Thank you for being so patient. I have all the details here now.

If there is an issue or problem of any kind, it doesn’t matter who is responsible, always
apologise and show understanding.

Apologising for order or product issues etc.

Incorrect shipping address:

It looks like your order was shipped to the wrong address. I’m very sorry about that.
I’ll correct that and organise a new order right now. It will leave our warehouse
today and should arrive within (time period).

Delivery never arrives

I’m so sorry to hear that, (customer name). Let me bring up your order so we can see
what happened and make sure that delivery arrives this time.

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Missing items

I’m so sorry about this mix-up. I will correct the order and get the missing items to
you as soon as possible.

Faulty products

I’m very sorry about the inconvenience. I know this is frustrating. I’ll contact my
supervisor immediately to see how we can resolve this for you. Is it okay if I call you
back within the next (number) hours?

Sometimes customers get very angry or impatient. It’s important to stay professional
and calm, and show understanding:

Dealing with angry customers and complaints

I can appreciate how frustrating this must be. Let me contact my manager and get
this resolved for you right now.
I’m very sorry for the inconvenience - I know this isn’t ideal. I’m going to look into
this immediately and find out what went wrong and how we can put it right for
you.
I know this is extremely inconvenient and I appreciate your patience. I’ll make sure
we resolve this for you today.
I’m going to do everything I can to get this resolved as soon as possible.
I totally understand. I would feel the same way. Please give me a moment to look
into this and find the right solution for you.

What can you say if you can’t resolve the issue fully at the moment? Let’s have a look:

When you need to follow up with the customer at a later stage

Sorry, (customer name). Can I check this with my manager and get back to you in
the next hour?
(customer name), I’m afraid I’ll need more time to look into this properly for you.
Would you mind if I call you back in the afternoon when I have found the right
solution/option for you?

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Closing the call

Thank you for your call. Do you have any other questions?
Well, I’m glad I could help you resolve this issue. Is there anything else I can help you
with today?
Please feel free to get back in touch if there’s anything else I can do for you.
Great, well thank you very much for calling and have a great day/evening/weekend.
Great, thanks again and have a nice day.

What’s next?
Visit my YouTube channel and learn even more business English phrases, skills &
vocabulary to help you communicate more confidently and effectively at work!

More Business English lessons

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