1.
Using modal verbs can change a direct, aggressive
question into a polite request.
They soften your requests, questions, and commands, which
means you won’t sound rude or too direct.
Example
Order me a coffee, please. → Would you get me a coffee,
please?
Please leave. I have to take this phone call. → Could you
step out of the room for a moment? I have to take this
phone call.
I need to borrow your pen for a moment. → May I borrow
your pen for a moment?
Send me those documents before the end of the day. →
Could you send me those documents by the end of the
day?
2. Use less of Present Simple tense.
In English, the Present Simple Tense can sound direct,
maybe too direct. Change it to the Past Simple, Present or
Past Continuous.
TIP: use verbs such as hope, feel, think, want, and wonder.
Example
Do you have time to meet tomorrow to discuss this?
→ I wondered if you had time to meet tomorrow.
→ I was wondering if you had time to meet tomorrow.
→ I'm wondering if you have time to meet tomorrow.
What is your name again? → What did you say your
name was?
I'd like to finish this meeting by 4:00 p.m. → I was hoping
to finish this meeting by 4:00 p.m.
Can I ask a question about the agenda? → I wanted to
ask a question about the agenda.
I think you need help with the deadline. → I thought you
might like some help with the deadline.
3. Say No / Deny Something / Give Bad News / Disagree
I would love to but I have to work late that night.
Unfortunately, he isn’t available.
I’m afraid we can’t change the date of the meeting next
week.
I’m sorry to say that your proposal has not been
approved.
With respect, I have to disagree with you.
When you can’t do something say → not able to / unable to
I can’t complete this project by 5:00 pm → I’m not able to
complete this project by 5:00 pm, but I should have it
finished tomorrow morning.
I can’t meet you tomorrow. → I’m unable to meet you
tomorrow. I’m sorry.
CUSTOMER SUPPORT
Helpful phrases for customer support
I completely understand how you feel; I would feel the
same way if that happened to me. So, let me see what I
can do to resolve the problem for you.
I'm so sorry to hear what has happened. You were
absolutely right to bring this to my attention. Let me see
what I can do to help.
I apologize on behalf of our company for any
misunderstanding. Let me see what I can do to solve the
problem.
WHAT PHRASES SHOULD YOU AVOID
IN CUSTOMER SUPPORT?
Avoid negative words and phrases such as:
Sorry for ANY inconvenience
I'm sorry IF you FEEL THAT WAY
TURN NEGATIVE STATEMENTS
INTO POSITIVE SENTENCES:
What is wrong? → How can I help you?
We won't be able to get back to you until April 1. → We'll
get back to you by April 1.
If you don't sign up before April, it will be too late for you
to attend the workshop. → To attend the workshop, sign
up before April.
