Customer Service Expressions

When we have problems or complaints about a product or service, the first person
we think to call is the customer service representative. For those of us who work in
customer service, this means being ready to handle any question or complaint our
customers have and offering the best solution to their problem.

Taking Responsibility for the Problem

It’s important to realize that when a problem arises, sometimes the company might
be at fault, not the customer. If that happens, you must be professional and take
responsibility for the problem.

1. There seems to be some sort of mix-up

Mix-ups are accidents or mistakes. You can tell your customer that there has been a
mix-up if an item is shipped to the wrong address by accident, or if the item is
incorrectly charged for a higher price.

This phrase means that it’s possible that a mix-up has occurred, but you’re not
completely sure. It’s also a softer way of saying that there really has been a mix-up
or mistake.

2. I’m afraid there’s been an oversight on our part

An oversight is when you realize you’ve forgotten to do something or made a

mistake without realizing it. For instance, your company might have forgotten to send
an item or sent the wrong model.

The phrase “on our part” tells the customer that you acknowledge the problem is
the company’s fault, and that you or your company will take responsibility for it.

3. It looks like we might have made a mistake

The phrase “looks like” and the modal verb “might” indicate that it’s possible that
a mistake has been made. It also gives a softer tone to the message than does
saying “we made a mistake.”

Making Suggestions on Possible Solutions

4. Would you like a replacement or a refund?

This is a great phrase to use. You’re not only suggesting possible solutions but
you’re also giving the customer a choice of how they prefer to have the problem
resolved. Using the modal verb “would” softens your tone.

5. You could either take this now or wait for our new shipment

Use this phrase when a customer needs a product replacement but you don’t have
many available options.

Sources:
https://preply.com/en/blog/b2b-english-for-call-center/
https://www.fluentu.com/blog/business-english/english-for-customer-service/
Chapter 34, Here to Help: Customer Service, English Vocabulary in Use (Advanced), pp. 74-75.
With this phrase, you’re not only offering a possible solution but also the choice of
which solution your customer prefers. The modal verb “could” softens the tone.

6. Maybe we could send this back to [department/company/manufacturer] and

have them take a look

If something is wrong with a customer’s product, you can send it to the place where it
was made and have them investigate. Depending on the situation, you could offer
the best solution you know.

In the above phrase, the word “maybe” and the modal verb “could” work together
to soften the tone.

Offering an Alternative Solution

If a customer says they’re not happy with the solutions you’ve suggested, you may
have to consider an alternative solution (if there is one).

7. If you’re not happy with the discount, the best I can do is offer you a coupon
or discount for your next purchase

Since they’re not happy with one solution, you’re offering them an alternative which
you hope will be attractive to them. The phrase “the best I can do” indicates that
this is your best solution and final offer.

8. I could offer you a refund

The modal verb “could” indicates that a refund is a possible solution if the customer
chooses to take it. It also serves to soften your tone.

9. I’d be happy to replace this unit at no charge/cost

This expression has such a friendly tone, don’t you think? You’re not only offering a
great solution, you’re also saying that you’re “happy” to be doing it.

Offering an Apology for Your Inability to Help

The job of customer service is to help the customer. Yet there are times when you’re
simply unable to help because of situations that may be out of your control or that
are against company policy.

In such cases, it’s best to explain to the customer why you’re unable to help.

10. I’m sorry, but this is against our company policy

Starting with an apology is always a good idea.

11. I wish I could help you, but this is out of our control

This indicates that there’s nothing you or your company can do.

Sources:
https://preply.com/en/blog/b2b-english-for-call-center/
https://www.fluentu.com/blog/business-english/english-for-customer-service/
Chapter 34, Here to Help: Customer Service, English Vocabulary in Use (Advanced), pp. 74-75.
In this case, their issue might be the responsibility of another company. If possible,
you might also want to tell the customer who they should call, or what company they
should call, to continue discussing the issue.

12. I’d like to help, but there’s nothing much I can do

The two expressions above have similar meanings. You’re saying you really want to
help, but you’re unable to help for the reason you’ve stated.

Offering Help to an Angry Customer

When dealing with an angry customer, you need to be more diplomatic than usual.
Sometimes using a softer tone and more diplomatic language is the only way to get
the customer to calm down.

13. I understand this is frustrating to you. Let me see what I can do

Telling an angry customer that you “understand this is frustrating” for them shows
that you know how they’re feeling. The expression “let me see what I can do” is
telling them that you will personally help them find a solution.

14. You have every reason to be upset and I apologise for what has happened

The expression “you have every reason to be upset” tells the customer you know
how they feel and understand why they’re not happy. And of course, apologising is
always a good idea.

15. I realise this has been an inconvenience to you. Please let us set things
right

Here again, saying you “realise this has been an inconvenience” shows you
understand that this experience has caused them trouble, and you will do whatever
is necessary to “set things right” or correct the situation.

Customer Service Clichés to Avoid

There are certain phrases that customers may be used to hearing again and again.
Here are some common customer service clichés to avoid, and alternative phrases
you could use instead.

Instead of: “Your call is important to us.”

Try saying: “We appreciate your call and are here to assist you.”

Instead of: “I’m sorry for any inconvenience.”

Try saying: “I apologize for the inconvenience you’ve experienced.”

Instead of: “We value your feedback.”

Try saying: “Your feedback is crucial to improving our services.”

Instead of: “It’s our policy.”

Try saying: “Let me explain our company’s guidelines and how we can work within
them to assist you.”
Sources:
https://preply.com/en/blog/b2b-english-for-call-center/
https://www.fluentu.com/blog/business-english/english-for-customer-service/
Chapter 34, Here to Help: Customer Service, English Vocabulary in Use (Advanced), pp. 74-75.
 How to improve your call centre English skills
A bad call can leave both you and the caller feeling dissatisfied or frustrated. Since
it’s in both yours and the caller’s best interest for a call to be successful, consider
these strategies to improve your skillset.

1. Listen to podcasts and radio

Since listening is a huge component of working in a call centre, you should listen to
as much English audio as possible.

English podcasts and radio will prepare you for all kinds of vocal tones, accents, and
ways in which different people speak.

2. Practice the call centre script

Practice the script, and also practice deviating from it and prepare for potential
questions the caller may have. This way you will feel more confident that you can
handle any kind of situation that comes your way.

3. Practice with a partner

Since it’s all about interaction, the best way to prepare is to practice with a partner.

4. Engage in multitasking

Learn how to type and talk at the same time. It will save you precious time and
increase the quality of your performance.

Talk to a friend at home while typing on your computer and turn a friendly chat into
valuable practice.

16 extra English phrases to use on a call centre call

1. “I appreciate your patience…”

2. “I’d be happy to assist you with ________
3. “One moment, please.”
4. “Thank you for calling.”
5. “Could you please repeat that?”
6. “We’ll get back to you as soon as possible.”
7. “Could you tell me the account number please?”
8. “What company are you calling from?”
9. “How do you spell that?”
10. “I am sorry to hear that ________”
11. “Bear with me and we will find a solution.”
12. “I am doing everything I can to solve this.”
13. “We will have this sorted out in no time.”
14. “Please let me know if there is anything else I can assist you with.”
15. “If you need anything else, don’t hesitate to call.”

Sources:
https://preply.com/en/blog/b2b-english-for-call-center/
https://www.fluentu.com/blog/business-english/english-for-customer-service/
Chapter 34, Here to Help: Customer Service, English Vocabulary in Use (Advanced), pp. 74-75.
Sources:
https://preply.com/en/blog/b2b-english-for-call-center/
https://www.fluentu.com/blog/business-english/english-for-customer-service/
Chapter 34, Here to Help: Customer Service, English Vocabulary in Use (Advanced), pp. 74-75.
Sources:
https://preply.com/en/blog/b2b-english-for-call-center/
https://www.fluentu.com/blog/business-english/english-for-customer-service/
Chapter 34, Here to Help: Customer Service, English Vocabulary in Use (Advanced), pp. 74-75.