Useful Phrases and Questions

As Customer Service Agents it is our duty to gather information, enough to understand the issue and be able to solve it. If you do not ask questions and not understand the concern, you will not be able to solve the issue.

You can use the following suggestions:

"I truly want to help with this. I just want to clarify, do you mean that...?"

"Are you referring to...?"

"Do you mean to say... instead of...?"

"When you say... do you mean that...?"

"I think I understand now, are you perhaps referring to...?"

"Would you be able to send me a screenshot of what you are referring to?"

Updating conversations

It is important that customer understand what we are doing with the information they have provided, we should let them know that we are investigating and that it is taking time.

For example, you can use:

"Thank you for all the information provided. Please give me a moment while I review your account."

"Allow me a moment please, to check this with the team in charge."

"I understand. Please let me check the details and I will get back to you soon."

"I am still checking, thank you for holding."

"Thank you for waiting. I am currently reviewing the case with the team in charge."

Explaining the situation, providing the solution and/ or alternative

It is important to make it simple, remember that customers do not want to read large chunks of text, but we need to be empathetic and polite.

Never start your answer with a "No" even if there is not a positive answer there are way to phrase them in a different way.

"Thank you for holding, I have checked with our team, and it seems the reason for this is..."

"I understand that you would have liked to have a different resolution to this. However, at the moment we are unable to..."

"It seems what happened is that... at the moment what we can do is..."

"I am checking with the team in charge. However, it seems this will take longer than intended. I can get back to you as soon as there is an update on..."

Offering further assistance and follow up

Towards the end of the conversation, it is important to let the customer know that we are there if they require further assistance. Use phrases like:

"Is there anything else that you need assistance with?"

"Is there anything else that you would like to address?"

"Let me know if you need further assistance, I will gladly assist you."

Also, if you need to offer a follow up because a certain issue is not going to be solved any time soon, you need to create the correct expectations.

In this case you can use phrases like:

"I will make sure to escalate the case to be checked first thing in the morning and will get back to you once there is an answer on... keep in mind that it can take up to 24 hours to get a response."

"I will make sure to follow up with you as soon as I get a response from the department in charge. This can take up to 24 hours."

"We will make sure to get back to you as soon as we have an answer. We sure hope it can be resolved sooner, but it might take up to 24 hours."

Closing the conversation

Most of the customers will not stay to end the conversation or bid us farewell.

However, we will make sure to bid farewell in a polite manner. Make sure to let them know that you were glad that you could solve the issue or that you hope it will be solved soon, in case you couldn't not solve it on the spot.

You can use phrases like:

"I am glad I could solve your concerns, but feel free to contact us back in case you require further assistance."

"I am happy to be of assistance. Feel free to reach back if you need anything else."

"I hope that this issue can be resolved soon. In any case, feel free to contact us back if you need further help."

Important!

You are always allowed to approach the conversations using logic and common sense. It is expected of customer service that they solve the issue or assist as much as they can while using their knowledge of the industry.

Keep in mind that the communication should be fluid and smooth, polite and concise.

If you decide not to follow with the suggestions here, make sure your grammar and orthography are impeccable.