In every customer support conversation there’s a shared goal between business and customer—to resolve the issue. But sometimes conversations don’t go as planned: There’s a miscommunication or you might not know how to handle a particularly tricky escalation.
Equipping yourself with a customer support playbook of tested, effective customer service phrases can help you tackle sticky situations with more clarity and consistency. These phrases can help create a baseline for cohesive, thoughtful, and personalized support, which can bolster more authentic relationships with your customers overall.
Start building your customer service playbook with these powerful customer service phrases—plus keep in mind a few phrases to avoid.
What are customer service phrases and why do they matter?
Customer service phrases are carefully crafted responses and statements used by support teams to effectively communicate with customers, address their concerns, and provide solutions. These ready-to-use expressions help establish a consistent tone, demonstrate empathy, and guide conversations toward positive outcomes.
In ecommerce, where face-to-face interaction is absent, these phrases become particularly important tools for building trust and loyalty. According to a recent Zendesk report, more than half of customers switch to a competitor after only one bad customer experience, but three in four consumers spend more with businesses that prioritize good customer experience. So it’s clear that getting your customer communications right is critical for the success of your business. Having some useful customer service phrases ready to reference can help nurture those relationships.
21 effective customer service phrases for better support
- Phrases for welcoming and acknowledging customers
- Phrases for showing empathy and understanding
- Phrases for gathering information
- Phrases for taking ownership and providing solutions
- Phrases for managing expectations
- Phrases for showing appreciation
- Phrases for closing conversations positively
The best customer service comes from a place of understanding, positivity, and sincerity. These phrases will help you capture that tone during every interaction.
💡Wherever possible, tailor these stock phrases to your own brand voice and tone.
Phrases for welcoming and acknowledging customers
1. “Thank you for reaching out!”
No matter what the customer’s state of mind is, start every email by thanking them for contacting you. This might be your chance to save a sale or learn about a problem you didn’t know existed. They deserve your thanks for sharing feedback, and kicking off your message with gratitude can help set the right tone for the rest of your interaction.
Beyond that, thanking an upset or otherwise frustrated customer tends to defuse the situation and can put them in the right state of mind to be more receptive to what you have to say. Many customers leave because they believe the business does not care about their experience. It’s in your company’s best interest to start working against that misconception from the very start.
Here are a couple example scenarios paired with warm introductory customer service phrases:
- A new email asking a simple question: “Thanks so much for emailing—that’s a great question.”
- A new email reporting a shipping error or missing item: “Thanks so much for emailing—I’m sorry to hear you’re having trouble with your order.”
2. “I see you’ve been with us since [date]. We truly value your loyalty!”
Acknowledging a customer’s history with your brand makes them feel valued and recognized. This works particularly well for repeat customers who may be experiencing an issue for the first time after multiple successful purchases.
In order to use this tactic, you’ll first need to make sure you’ve invested in a CRM database that gives your team access to historical customer data.
Example phrase: “I see you’ve been shopping with our store since 2023. We appreciate your loyalty and want to make this right for you.”
3. “Thanks so much for your patience.”
Writing or calling into customer support takes time, and it’s not something that customers should have to do in the first place. Take a minute to thank them for their patience, especially if they’ve had to wait for a response from you. It shows that you have respect for their time and want to find them a solution as quickly as possible.
Depending on the situation, this tactic can also be more effective than saying something like “I’m sorry for the trouble.” Thanking your customer for their patience acknowledges that there is an issue and their frustration is valid, without immediately claiming responsibility for that issue like you would be by apologizing. There are times when apologizing at the start of the interaction makes sense, but it’s not always the right move.
Example phrase: “I appreciate your patience with this situation. I’m here to help.”
Phrases for showing empathy and understanding
4. “I would be frustrated/upset/confused/annoyed too.”
Empathy helps ease nearly any tense situation. For example, one of your customers might have been expecting one of your products to ship before their wedding and it didn’t arrive. Or, perhaps they’ve run into a bug on your site that makes it impossible for them to update their credit card information. These situations are real and frustrating for a customer, so your support responses should feel authentic and emotionally aligned.
While you acknowledge the issue, try putting yourself in the customer’s shoes. The importance of cultivating empathy with your customers and positioning yourself as another human that understands their frustrations cannot be understated. It validates their concerns and positions you as their advocate to help find the right answer.
Here are a few example scenarios paired with empathetic customer service phrases:
- When expressing a concern over a shipping date: “I totally hear you—not knowing the exact time that UPS is going to arrive with your package is really stressful, especially because you need these items for a special party.”
- If an item they received does not match what they thought they’d purchased: “Wow, I’d be frustrated by that mismatch, too. I’m sorry to hear that the product wasn’t what you expected. Let me see what I can do to make this better.”
- If something was damaged in transit: “Oh no, I’m so sorry to hear that the item arrived damaged! I know how frustrating that can be. I’ll get a new one shipped to you, free of charge, and I’ll send the tracking information as soon as I have it.”
- If you incorrectly fulfilled their order: “I totally hear you—getting sent the wrong order is extremely frustrating. Because you submitted the request online, we already shipped you a replacement throw pillow in the dark aqua you had originally ordered. We rushed the shipping and it will be on your doorstep on Wednesday.”
5. “I completely understand how important this [product/order] is, especially since you need it for [specific occasion].”
This phrase shows you’re paying attention to the customer’s specific situation. For online retailers, acknowledging time sensitivity demonstrates you understand the real-world impact of shipping delays or product issues.
Example phrase: “I completely understand how important these custom t-shirts are, especially since you need them for your family reunion this weekend.”
6. “I can see how this issue with [specific feature] would impact your ability to [customer goal].”
Demonstrating that you understand the functional impact of a product issue helps customers feel truly heard. For ecommerce, this might relate to website functionality, product features, or account access problems.
Example phrase: “I understand this issue with our checkout process impacted your ability to complete your purchase before the sale ended. I’m happy to give you a discount and make sure you can apply it to your purchase today.”
Phrases for gathering information
7. “I don’t have the answer, but let me find out for you.”
When customers contact support, they expect to get a resolution as quickly as possible. If you don’t know the answer to their question, don’t leave them hanging—it’ll only increase their frustration. Instead, it helps to send a message that acts as a stopgap until you can get the information that will resolve their concern.
Let the customer know that you understand their issue, ask any follow-up questions you need answered in order to help them, and then confirm to them that you’ll work on getting them a resolution. Give them an estimate for how long it’ll take, and if it turns out you’ll need more time, make sure to give them transparent, regular updates so they know you haven’t forgotten about them and are still working on it.
Here are some example scenarios paired with stopgap customer service phrases:
- When tracking information on an order hasn’t been updated: “Let me check in with our shipping team and get the latest information for you. This might take a few minutes.”
- For inquiries on when an item will come back in stock: “I love that item too! I’m not sure when we’ll get more back in. Let me go find that information out for you so we can get you one ASAP.”
8. “Can you give me a few additional details?”
If you can’t quite get the full picture, ask for clarification. But make sure you’ve hunted down as many details as you can first. This is especially important when working with an asynchronous channel like email, where asking for details will delay a resolution potentially by days. This is another situation where it’s crucial to have a good ecommerce CRM platform where your team can easily access relevant customer information.
Once you’ve exhausted your internal resources, you can ask for clarification from the customer. Clarifying details with the customer means you’ll be able to better assist them, and it shows you want to take the time to fully understand their request.
This provides value for the customer in a few different ways:
- It confirms that what you are hearing and assuming about their issue is correct.
- It allows you to put together the full story so you can provide better care.
- It makes the customer feel heard and valued.
More example of asking customers for additional clarification:
- “We can definitely help. In order to get your account pulled up, can you clarify a few details for me?”
- “To help me understand better and find a solution, can you fill me in on what’s happened with your order so far?”
9. “Could you please share what browser/device you’re using? This will help us troubleshoot more effectively.”
When customers experience technical issues with your online store, having specific details about how they accessed it is crucial for solving the problem. This phrase helps gather that information without making customers feel they’re being blamed for the issue.
Example phrase: “Could you please let me know what device and browser you’re using when the checkout page freezes? It will help me troubleshoot the issue more effectively.”
10. “Would you mind sending a screenshot or photo of what you’re seeing?”
Visual information can dramatically speed up problem resolution, especially for technical issues or product concerns. This phrase politely requests that evidence while explaining why it’s helpful.
If your target audience isn’t as tech savvy, make sure you’re prepared to find out what device they’re using and quickly explain how to take and send a screenshot using that device.
Some example phrases:
- “Would you mind sending a photo of the damaged product? That way I can understand exactly what happened and process your replacement more quickly.”
- “Do you notice any error messages when you [do xyz]? Could you please take a screenshot so I can see what you’re seeing? That’ll help us get on the same page so I can help you more efficiently.”
11. “We can definitely help with this.”
You set the tone for the entire conversation. Even if a customer comes in with fire, it’s up to you to keep the interaction positive and productive.
Keeping your tone positive can be really subtle. If the situation is tense you don’t have to come in with pep, but there are small modifications you can make to show the customer you understand their issue and confidently convey that you’re working on it.
Negative language: “I can’t track your shipment until it’s been picked up by the carrier. You’ll have to wait 24 hours and then you can see the estimated delivery date!”
Positive language: “Your tracking details will update when the carrier picks up your package, which should be within 24 hours. Then we’ll be able to see the estimated delivery date for your order!”
The modifications are subtle here, but the second exchange uses proactive language that shows the customer the support agent is excited, ready, and willing to help. The defining difference is taking the burden off the customer and replacing “things I/you can’t do” with “things we can do together.”
Still, emotion and intentions can get lost through text-only communication. Emojis can clarify exactly what you mean and give your conversations that added oomph of personality.
- Without emojis: “I’m not seeing an order pop up when I put in that order number. Let’s try this again. Can you take a look and send it over one more time?”
- With emojis: “I’m not seeing an order pop up when I put in that order number. 🤔 Let’s try this again. 😄 Can you take a look and send it over one more time?”
As important as it is to use positive phrases and move the conversation forward, you should always match the tone of the customer. If they’re extremely upset, keep the chat focused on what you can do to make things right. If the customer is happy, you can equally match your response to let them know you’redelighted to chat with them, too. Great customer service is all about balance and getting on the same wavelength.
💡This tip also applies to your brand and the types of items you sell—it’s just as important to match the voice you have as a business as it is to match the tone of a customer.
12. “While we may not be able to do that, here’s what we can do.”
Sometimes you can’t honor a customer’s request. The way you deflect their question matters. Instead of serving the customer a cold hard “no,” offer a different solution instead.
For example, a customer might request an immediate exchange for a sold-out product. Instead of simply stating it’s not available, you could say: “While we can’t exchange for the exact same item right now as it’s sold out, I can offer you a 15% discount on any other product in our collection. Would you like me to apply that discount to your account? Alternatively, I can place you on a priority notification list for when the item restocks next week if you’re okay with waiting a bit longer.”
This approach transforms disappointment into an opportunity by offering viable alternatives that still address the customer’s core need.
13. “I’ve read through the conversation …”
In some cases, a single support agent may not be able to meet a customer’s needs—and that’s normal. Companies commonly use “warm transfers,” where the current agent speaks to the appropriate agent before transferring the case to them, so everyone is aware of the situation.
Prior to transferring the customer call, agents learn about the customer’s issue and any relevant background information. Whether you’re transferring a call or an email, you don’t want customers to have to repeat the same information to another team member.
When you state you’ve read the conversation, it shows that you’re informed and ready to find a solution. For example, if you’re a billing specialist who’s received a customer escalation, you could start your message by saying: “Thanks for waiting! I’ve read through your conversation with [colleague’s name], and I’ve already found a way to fix this.”
14. "I’ve gone ahead and [action taken] for you already."
Taking immediate action shows customers you value their time and are proactively working on their behalf. This phrase works particularly well when you can resolve an issue without requiring additional input or consent from the customer.
Example phrase: “I’ve gone ahead and issued a refund for the damaged product already. You should see the funds back in your account within three to five business days.”
Phrases for managing expectations
15. “Here’s what will happen next …”
Setting clear expectations prevents follow-up questions and reduces customer anxiety. This phrase works particularly well when a resolution will take multiple steps or involve other teams.
Example phrase: “Here’s what will happen next: I’ll process your exchange request today, and you’ll receive a prepaid return label via email within an hour. Once we receive the returned item (usually three to five days), we’ll ship out your replacement with expedited delivery.”
16. “I’ll follow up with you by [specific time] with an update.”
Being specific about when customers can expect updates demonstrates accountability and prevents them from feeling forgotten. This is especially important for complex issues that can’t be resolved immediately.
Example phrase: "I’ll need to check with our product team about this technical issue. I’ll follow up with you by 3 p.m. Eastern Time today with an update, even if I don’t have a complete resolution yet.”
Phrases for showing appreciation
17. “We really appreciate your insight/feedback/thoughts.”
Part of good customer service is identifying root issues and solving them before others experience them. When your customers take the time to share feedback, it gives you a chance to identify areas of improvement.
That’s powerful because customers who speak up are likely not alone in their experience. And, because your customers essentially QA your shop on a daily basis, their feedback is uniquely valuable. Any time you receive feedback, good or bad, you should really thank the customer for taking the time to share.
Additionally, you should always proactively ask customers for feedback. It may prompt someone to share something you didn’t even know was an issue.
Here are a couple example scenarios for this type of customer service phrase:
- Responding to customer feedback on an existing product: “Thanks for sharing those insights. We want our products to be amazing, and your feedback will truly make an impact for future customers!”
- Requesting customer feedback: “We so appreciate your time, and I’d love to know what you think of our shop and your experiences with our products. Here’s how your feedback would make a difference …”
18. “Thank you for being our customer.”
Keep in mind that your customer could have shopped with anyone, but they chose you.
The customer service team is in a great position to show gratitude to customers by thanking them for their business. This simple gesture shows them that you appreciate them and fosters loyal behavior.
Remember to thank your customers only after you have resolved their issue. Otherwise, you may come across as insensitive. An authentic thank you comes with the right context.
19. “Thank you for giving us the opportunity to make this right.”
When customers report issues instead of simply abandoning your store, they’re giving you valuable information and a chance to retain their business. This phrase acknowledges that opportunity.
Example phrase: “Thank you for bringing this shipping delay to our attention and giving us the opportunity to make this right. We’ve implemented a new tracking system to prevent this from happening to you or other customers in the future.”
Phrases for closing conversations positively
20. “Reach out again any time. We’d love to help. Our hours are …”
There’s something really personal about a good sign-off that wishes customers well and invites them to reach out again should they need anything.
While this might seem like a straightforward and simple thing to do, the pivotal moments in support are defined by the thoughtfulness and sincerity of the gesture—there’s no need to overcomplicate what works.
By thanking your customers and inviting them to reach out again if they have trouble, you show the customer that:
- You care about what they have to say, including their thoughts on your brand and product.
- You understand that the issue they had was because of your product and not something that they did.
- You will continue to solve the issue if this response doesn’t do the trick.
- You value their continued patronage and support.
In addition to extending customers the invitation to reach out again, you should add a sincere “Have a great rest of your week!” or a similar personable signoff. It’s a small detail, but it shows the customer you care about how their week is going and who they are outside of this interaction. This feels infinitely more human than something like “Best regards” or having no signoff at all.
It also creates a connection between you and the customer, which can encourage them to come to you if they need anything else—and not just write a bad review or bash you on social media.
Here are some example scenarios and signoff response options:
- After product or shipping feedback: “Thanks so much again for letting us know your thoughts on this. Please reach out if anything else comes up. Otherwise, enjoy your evening!”
- After you’ve found a solution to their issue: “I’m glad that helped! Let us know if you have any other questions or concerns. Otherwise, enjoy the rest of your week!”
- After an issue using your checkout page: “I’m so happy that it’s working as expected now. Let us know if you run into any other trouble. Otherwise, have an excellent weekend.”
21. “Is there anything else I can help with today?”
This simple question ensures you’ve addressed all the customer’s concerns before concluding the interaction. It demonstrates thoroughness and a genuine commitment to comprehensive service.
Example phrase: “I’m glad we were able to resolve the sizing issue with your order. Is there anything else I can help with today?”
7 customer service phrases to avoid
Knowing what not to say is as important as knowing what to say to your customers. Certain phrases can damage customer relationships and should be avoided in your support conversations.
Phrases that sound dismissive or robotic
1. “That’s our policy.”
Why it’s problematic: This phrase makes customers feel like they’re talking to a wall rather than a person who wants to help. It offers no explanation or empathy.
Better alternative: “I understand why this policy can be frustrating. Here’s why we have it in place, and here’s what I can do for you within those guidelines …”
2. “You’ll have to …”
Why it’s problematic: This phrase puts the burden on the customer and sounds commanding rather than helpful.
Better alternative: “The next step in resolving this would be …” or “To move forward, we’ll need to …”
3. “As I already explained …”
Why it’s problematic: This makes customers feel like they’re being scolded for not understanding, which can escalate frustration.
Better alternative: “Let me clarify that information …” or “To put it another way …”
4. “Calm down.”
Why it’s problematic: This phrase invalidates the customer’s emotions and often has the opposite effect, making them more upset.
Better alternative: “I understand this is frustrating, and I want to help resolve it for you.”
Phrases that shift blame to the customer
5. “You must have misunderstood.”
Why it’s problematic: This phrase suggests the customer is at fault and lacks the intelligence to understand properly.
Better alternative: “Let me explain this differently to make sure we’re on the same page.”
6. “We’ve never had this issue before.”
Why it’s problematic: This implies the customer is either lying or doing something wrong, rather than acknowledging their unique experience.
Better alternative: “I haven’t encountered this specific situation before, so I appreciate you bringing it to our attention.”
7. “There’s nothing I can do.”
Why it’s problematic: This shows a lack of initiative and leaves the customer without options or hope for resolution.
Better alternative: “While I can’t do exactly what you’re asking for, here are some alternatives that might help …”
Read more
- Underwater with Customer Questions? It’s Time to Hire Some Help.
- 10 Things You Can Do Today To Retain Black Friday Customers
- Optimize These 4 Transactional Emails to Drive Sales and Improve the Purchase Experience
- 8 Post-Sale Emails To Turn New Buyers Into Lifelong Fans
- 8 Excellent Black Friday Cyber Monday Emails to Inspire Your Own Campaigns
- How to Calculate and Increase Customer Lifetime Value (LTV)
- Lessons from 2 Months of Marketing Emails from a High-Growth Ecommerce Brand
- Turn Each Sale Into A Lifetime Of Revenue
- Customer Appreciation Ideas- 14 Ways to Say Thank You
Customer service phrases FAQ
When should I use scripted responses versus personalized ones?
Use scripted phrases as a foundation, but always customize them to the specific situation. Completely scripted responses can sound robotic and impersonal, while entirely improvised ones might miss key information or proper tone. The best approach is to start with proven phrases and adapt them to each unique customer conversation.
How do I handle an angry customer who isn’t responding to empathetic phrases?
When standard empathy phrases aren’t working, switch to action-focused language. Clearly explain the specific steps you’re taking to resolve their issue, provide concrete timelines, and if possible, offer multiple solution options to give them some control over the outcome. Sometimes, acknowledging their frustration and moving directly to problem-solving is more effective than continued attempts at emotional connection.
Should customer service phrases differ for various products or industries?
Yes, phrases should be adapted to suit your specific products, services, and brand voice. Technical products might require more explanation-focused phrases, luxury brands might emphasize more formal language, and casual lifestyle brands could use more conversational phrases. The core principles remain the same, but the exact wording should align with your industry and audience expectations.
