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Positive Statements

The document provides a list of positive and empathetic statements for customer service interactions, aimed at reassuring and assisting customers effectively. It includes phrases to use when addressing concerns and frustrations, as well as phrases to avoid in order to maintain a positive dialogue. The focus is on fostering understanding and providing solutions while maintaining a supportive tone.

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NinoshkaTres Carlix Ureña
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38 views2 pages

Positive Statements

The document provides a list of positive and empathetic statements for customer service interactions, aimed at reassuring and assisting customers effectively. It includes phrases to use when addressing concerns and frustrations, as well as phrases to avoid in order to maintain a positive dialogue. The focus is on fostering understanding and providing solutions while maintaining a supportive tone.

Uploaded by

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

POSITIVE

STATEMENTS FOR
CUSTOMER SERVICE

I am sorry you are going through this.


Empathetic
I can understand how that would be difficult.
statements I can imagine what you must be going through.

Reassure your Thank you so much for notifying us about the issue.”
customers with Thank you for bringing this to our attention
We totally understand your concern
empathetic
phrases

We are happy to assist you with this!


Positive
We can definitely help you with this!
statements It is a pleasure for us to assist you.
We are happy to clarify this for you.

How may I assist you today?
Thank you for taking the time to explain that.

I understand how frustrating that might be


Phrases for
I’m sorry you are going through this.
upset Thank you for understanding.
customers While we’re unable to do that, here’s what we can do.
I’ll do my best to try to help you on this matter.
 We’d love to have the opportunity to make this right for you.
Phrases to avoid

Do not say... Instead

I don’t know Great question! I will find the answer for you.”

You misheard me “My apologies! May I rephrase that for clarity?

We can’t do that While we’re unable to do that, here’s something we can


do.

What else do you need? Please let me know if there’s something else I can do for
you, we’d love to help you.

I’m not the best person to help you “I’d love to help! Our subject matter expert who
with that issue specializes in resolving this specific issue would love to
work with you on this. Would you mind if I connect you?”

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