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CS Expressions

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oscar pabon
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9 views3 pages

CS Expressions

Uploaded by

oscar pabon
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Telephoning

Identifying yourself
Good morning. ______ industries.
Hello, ………. speaking. How can/may I help you?
This is Joan Everts from Everts, Samuels, and Barker.
Getting through
Of course, one moment, please.
Thanks for holding/waiting. I'm putting you through to John’s office now.
Messages
Could I leave her a message to ring me back as soon as possible?
I'll make sure she gets your message straight away.
I will make sure he calls you back today.
Showing attention
Let me just make a note of that.
I'm checking your file as we speak.
Confirming information
Can I just go over/confirm the details again?
Let's go over it again to be sure of the details.
Explaining action
I will be glad to send this out to you today.
You should receive it by...
Finishing the call
Could I help/assist you with anything else today?
Can I take care of anything else for you?
Is there anything else I can help you with today?
l appreciate you taking the time to talk to me.
Many thanks for calling us.
Asking for an appointment
Could we schedule an appointment?
Are you available/free on Monday?
Does next Thursday suit you?
How about 2 p.m. on Tuesday?
Offering assistance
How can I help you today?
What can I do for you?
Understanding customers
I see. So, as I understand it, ... . Is that correct?
Let me just repeat that.
Confirming details
Could I have your name and address, please?
I would like to confirm your contact details.
Making promises and keeping them
I will personally make sure...
Agreeing on action
Does that sound all right?
Would you have any other questions?
l hope this is to your satisfaction.
Troubleshooting
So, what exactly is the problem?
Could you explain the problem in more detail?
Could you explain what you've done so far?
Let me just talk you through the steps.
Do you have any questions so far?
Can you see that all right?
Is everything clear up to now?
Problems and complaints
Apologizing
First of all, I'm so/terribly sorry about that.
l apologize for ...
Let me apologize...
Clarifying the information
Could you tell me exactly what happened?
Could you explain a bit more...?
Do you mind if I just go over that again...?
Showing empathy
l understand./l see what you mean.
| would feel the same way.
| can understand the reason for your complaint.
What a difficult situation this puts you in.
Taking responsibility
There seems to be a misunderstanding.
It appears that your order got overlooked.
l'm afraid there has been some sort of mix-up.
It looks like an oversight on our part.
lt seems (that) the order was not handled promptly enough.
lt appears (that) a mistake has been made.
Saying how and when the problem will be solved
I will take care of this for you at once.
I will get back to you straight away.
You'll receive (a refund/replacement) by tomorrow ...
l'm sure we can find a solution.
I would be glad to offer you ... to make up for this inconvenience.
This should be resolved by the end of today.
Offering an alternative
If this solution does not meet your needs, then I can suggest ... as an alternative.
I will look into other possibilities by ...
Assuring the client of follow-up
I will get back to you in/by ...
Ending with a friendly, helpful tone
Let me know if you need anything else/any other help.
l hope you are satisfied with the outcome.
Thank you for bringing this to our attention.
Is there anything else I can help you with today?
Don't hesitate to ring again if there are any more problems.
Dealing with complaints
We very much regret ...
We are very concerned to hear that ...
We assure you that we are doing everything we can ...
The problem has now been resolved.
Once again, we apologize for the inconvenience.
We value your business and hope to keep you as a long-term customer.
Requests
We would be grateful if we could ...
| would appreciate it if we could ...
I'd be great if we could ...
Could you ...?
Taking action
We would be delighted/pleased to assist you.
I will get in touch with you/get back to you ...
I would be glad to help out.

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