Customer Support Phrases: What You Should And Shouldn’t Say

‍Effective customer support can be the difference between a happy, satisfied customer and a lost customer who never returns. In fact, studies have shown that 89% of consumers are more likely to make another purchase and stay loyal after a positive customer service experience.

As a customer support manager or representative, the words you use can significantly impact the outcome of a support interaction. That's why it's crucial to understand which customer support phrases to use and avoid. In this post, we'll take a closer look at the importance of language in customer support and provide helpful tips to improve the customer experience.

Why positive language in customer support matters

Customer support is not just a matter of resolving issues or answering inquiries; it is also about building trust, rapport, and long-term customer relationships.

Here are some reasons why positive language is crucial, especially in customer support:

• Numerous studies have shown that positive interactions with strangers can boost our mood and overall well-being.
• When customers contact customer support, they are often already facing an issue or challenge that is hindering their satisfaction with the product or service. In such situations, using positive language can make all the difference.
• By adopting a positive attitude and language that focuses on solutions and possibilities, customer support agents can create a more pleasant experience for customers, even when they are experiencing challenges.
• Happier customers mean better CSAT scores and more retention. So every customer support interaction needs to be about what you can do for customers, not what you can't do for them. 

Customer support phrases: what you should and shouldn't say

Keep things positive and steer clear of being negative to create the best possible customer support experience for your customers.

Positive customer support phrases

What phrases should you use in your customer support interactions? Here are ten examples of positive, helpful language that will create a better experience for customers:

"I'm happy to assist you today."

This phrase sets a positive tone that shows your willingness to help the customer and solve the problem they're experiencing.

"Great question!"

This phrase indicates that the customer's question is valid and important and that you're excited to help them find an answer.

"I can definitely help you with that." 

This phrase shows the customer that you're confident in your ability to assist them and that you're committed to resolving any issues they're facing.

"Thank you for choosing our company."

This phrase expresses appreciation for the customer's business, which can help build a positive relationship between the customer and the company.

"I'm impressed with your knowledge about our products/services."

This phrase acknowledges the customer's efforts to educate themselves about the company's products or services, which can build trust and rapport.

"I'm glad you reached out to us."

This phrase shows that you value the customer's perspective and opinions, which can lead to a more positive experience for both parties.

"I appreciate your patience while we work on this issue."

This phrase acknowledges that resolving the customer's problem might take some time and shows that you're committed to working with them until a solution is found.

"I'm confident we can find a solution together."

This phrase shows a positive and collaborative attitude towards the customer and sets a tone of teamwork.

"Thank you for your patience."

This phrase shows appreciation for the customer's patience, which can help to create a positive environment.‍

"Let's see what we can do to fix this for you."

This phrase shows that you're committed to finding a solution with the customer and are engaged and focused on resolving the problem.

Negative customer support phrases

On the flip side, there are some phrases that you should avoid using when interacting with customers. While these phrases might be meant to sound helpful and positive, they can actually be seen as dismissive or patronizing by the customer. Here are ten examples of phrases to avoid:

"That is user error and we can't help you."

‍This phrase may make the customer feel dismissed and unimportant.

"I'm new here and I don't really know."

This phrase may make the customer feel like you're not knowledgeable enough to help them.

"We don't have time for this at the moment."

This phrase may make the customer feel like their issue or feedback isn't important or that you don't care.

"You should have done that earlier."

This phrase may make the customer feel blamed and put them on the defensive.‍

"We can't help you with that."

This phrase may make the customer feel hopeless and frustrated.

"That's not how we do things here."

This phrase may make the customer feel like their request is unreasonable or invalid.

"I'm not sure what you want me to do about that."

‍This phrase may make the customer feel unheard and unimportant.

"It's company policy."

This phrase can make the customer feel like their needs are not being considered.

"I'm struggling to understand why you did/said that."

This phrase may make the customer feel judged and criticized.

"Calm down."

‍This phrase may make the customer feel dismissed.

Using any of these phrases may cause negative feelings in the customer, making them feel like their issue isn't being taken seriously or that they're not valued as a customer. It's important to always show empathy, actively listen, and attempt to find a solution to their problem.

Wrapping it up 

When communicating with customers, using phrases that acknowledge the customer and show empathy is essential. This will help create a positive experience for both parties and ensure the customer feels heard, valued, and respected.

On the other hand, it's also important to avoid using phrases that may come across as dismissive or patronizing. Doing so can lead to a negative experience for the customer and can damage the relationship between them and the company.

Taking the time to help train your customer support team to become an engine for growth by providing positive customer experiences is essential for any business. Being aware of the types of phrases to use — and those to avoid — can help ensure that customers feel reassured and valued throughout their journey with your company.