10 Common Customer Service Phrases to Avoid for Exceptional Customer Satisfaction



10 Common Customer Service Phrases to Avoid for Exceptional Customer Satisfaction

When it comes to customer service, the way we communicate can make a significant impact on the overall experience. The language and phrases we use can either strengthen the customer-vendor relationship or jeopardize it. In this blog post, we will discuss ten common customer service phrases that should be avoided in order to achieve exceptional customer satisfaction.

Phrases that dismiss or invalidate the customer’s concern

Customers reach out to customer service when they face an issue or have a concern. It is essential to acknowledge and validate their feelings rather than dismissing or invalidating them.

Phrase 1: “It’s not a big deal.”

This phrase downplays the importance of the customer’s concern, making them feel unheard and unimportant. Instead, try to empathize and understand the significance of their issue.

Phrase 2: “You’re overreacting.”

This phrase undermines the customer’s emotions and makes them feel belittled. Remember, everyone’s perception and reaction to a situation may vary, so it’s crucial to respect their feelings.

Phrases that lack empathy and understanding

Empathy and understanding are key components of effective customer service. Using phrases that lack these qualities can negatively impact the customer’s experience.

Phrase 1: “I don’t have time for this.”

This phrase sends a message that the customer’s concern is not a priority. It comes off as dismissive and unhelpful. Instead, assure the customer that you are committed to addressing their issue and allocate the necessary time.

Phrase 2: “That’s not my problem.”

Telling the customer that their problem is not your responsibility can leave them feeling frustrated and discouraged. Instead, offer to assist them in finding a solution or guide them to the correct department or individual who can help.

Phrases that shift blame or responsibility to the customer

When something goes wrong, it’s natural for customers to seek resolution. However, shifting blame or responsibility onto them is counterproductive and damaging to the customer experience.

Phrase 1: “You must have done something wrong.”

This phrase automatically assumes that the customer is at fault, which can leave them feeling defensive. Instead, approach the situation with an open mind and investigate the issue further before making any judgments.

Phrase 2: “Our policy doesn’t allow that.”

Blaming company policies for not being able to help the customer can create frustration and dissatisfaction. Instead, explain the policy politely and, if possible, offer alternative solutions or escalate the issue for further consideration.

Phrases that provide vague or unhelpful responses

Effective customer service requires providing clear and helpful information to the customer. Phrases that provide vague or unhelpful responses only result in confusion and dissatisfaction.

Phrase 1: “I’m not sure, let me check.”

While it’s understandable that you may not have an immediate answer to the customer’s question, leaving them hanging with uncertainty is not ideal. Instead, assure the customer that you will find the information they need and provide a specific timeframe for getting back to them.

Phrase 2: “I can’t help you with that.”

This phrase indicates a lack of willingness to assist the customer, which is detrimental to the customer experience. Instead, offer alternative solutions or escalate the issue to a higher level of support where assistance can be provided.

Phrases that create a negative or confrontational atmosphere

A positive and respectful atmosphere is essential for building trust and satisfaction with customers. Phrases that contribute to a negative or confrontational environment should be avoided at all costs.

Phrase 1: “Calm down, there’s no need to get angry.”

Telling an upset customer to calm down only adds fuel to the fire and escalates tensions. Instead, remain calm and professional, offering assurance that you are here to help and resolve their issue.

Phrase 2: “I’m sorry, but that’s company policy.”

This phrase may be used to enforce policies, but it can come across as unsympathetic and inflexible. Instead, apologize for any inconvenience caused by the policy and try to find alternative solutions or workarounds.

How to Use Positive Customer Service Language Instead

Now that we’ve explored the customer service phrases to avoid, let’s shift our focus to the positive alternatives that can significantly enhance customer satisfaction.

Acknowledge and validate the customer’s concern

Make sure the customer feels heard and understood by acknowledging the importance of their concern.

Phrase 1: “I understand why this is important to you.”

This phrase shows empathy and validates the customer’s perspective, helping to build trust and rapport. It demonstrates that you genuinely care about their concern.

Phrase 2: “I apologize for any inconvenience this has caused.”

Taking responsibility for any inconvenience caused by the situation shows that you value the customer’s experience. Sincere apologies go a long way in diffusing tense situations.

Demonstrate empathy and understanding

Empathy is a powerful customer service tool that can turn a negative experience into a positive one.

Phrase 1: “I can imagine this must be frustrating for you.”

By acknowledging the customer’s frustration, you empathize with their feelings. This phrase conveys that you understand and care about their experience.

Phrase 2: “I’ll do my best to assist you in resolving this issue.”

Assure the customer that you are committed to helping them find a solution. This phrase sets the expectation that you are invested in resolving their issue effectively.

Take ownership and responsibility for finding a solution

Customers appreciate when a customer service representative takes ownership of their problem and works towards finding a satisfactory resolution.

Phrase 1: “Let me find out what went wrong and how we can fix it.”

This phrase shows proactive problem-solving and willingness to take responsibility. It reassures the customer that you are dedicated to resolving their issue.

Phrase 2: “I will take the necessary steps to resolve this for you.”

This phrase gives the perception that you are personally invested in resolving the issue, instilling confidence in the customer. It assures them that their concern is your top priority.

Provide accurate and helpful responses

Customers rely on customer service representatives for accurate and reliable information.

Phrase 1: “I will find the information you need and get back to you promptly.”

Promising to promptly provide the required information shows professionalism and a commitment to follow through. It gives the customer confidence in your abilities.

Phrase 2: “I’m confident that I can assist you with your request.”

This phrase conveys assurance and expertise. It lets the customer know that they are in capable hands and can rely on your assistance.

Foster a positive and respectful atmosphere

Creating a positive and respectful environment is crucial for exceptional customer service.

Phrase 1: “I’m here to help, how can I assist you today?”

This phrase immediately sets a positive tone and demonstrates willingness to assist the customer. It invites them to share their concerns openly.

Phrase 2: “We appreciate your feedback and will take it into consideration.”

This phrase shows that customer feedback is valued and taken seriously. It conveys respect and a proactive approach towards continuous improvement.


By avoiding the common customer service phrases discussed in this blog post and implementing the positive alternatives, you can significantly improve the customer experience and achieve exceptional customer satisfaction. Remember, the way we communicate has a profound impact on the customer-vendor relationship, so it’s essential to choose our words carefully. By fostering empathy, taking ownership, and providing helpful responses, you can create a positive atmosphere and build lasting customer loyalty. Implement these tips in your customer service interactions, and watch your customer satisfaction soar.


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