Top words and phrases for enhanced customer experience.

The key to a successful customer service interaction often comes down to the words you choose. From the moment you say “hello” to the final “thank you,” your language can either build a stronger relationship or create more friction. This simple guide provides a curated list of top words and phrases to help you connect with customers on a more human level, along with expert tips from us at Procera – a leader in BPO customer experience.

The right greeting.

In customer service it goes without saying one needs to be warm and polite throughout every customer interaction. Greetings should express readiness to provide support. Show customers that there are competent and passionate people on the other end. Once you’ve greeted the customer, pay attention to their response. Active listening helps you understand their needs better.

Industry best practice:

The first words spoken in a customer interaction set the tone for the entire exchange. This immediate display of competence and empathy is crucial, especially since customers value fast resolution above all else in a service interaction. Asking about a customer’s well-being provides a human touch that helps them feel appreciated. 

Begin with a warm greeting that uses the customer’s name (if known) and a phrase that shows you’re ready to assist. Examples include:

• “Hello! How may I assist you today?”
• “Good [morning/afternoon/evening]! How are you doing today?”
•  “Thank you for calling [company]. This is [name]. How can I help you?”

Procera is here to help.

We’ve had over 30 years experience in customer service, so you can trust that we know what it takes to deliver an experience that builds the lasting loyalty you need.

Acknowledge the issue.

Acknowledge your customer’s frustration and be willing to work with them to find a solution. Customers need to know that your team understands their situation and is committed to resolving issues promptly.

1. Give them a prompt response as soon as possible.
2. Be specific so the customer can see you recognise the particular problem or concern raised.
3. Don’t be dismissive of any customer issue.
4. Assure your customer that you are overseeing a plan of action and working quickly to resolve their issue. 

Data backed strategy:

We advise that you focus on your First-Contact Resolution (FCR) rate. Your FCR rate needs to be at or above the industry standard of 70%. According to SQM Group, the top reason for a customer’s dissatisfaction is the failure to resolve their issue on the first contact. In fact, 9 out of 10 times, when a customer is dissatisfied, it’s because First-Contact Resolution (FCR) didn’t occur. Acknowledging their feelings from the start helps build trust and increases the likelihood of a successful resolution.

A few phrases geared toward good customer experience include:

• “I understand this must be frustrating. Let’s work together to resolve it.”
• “Thanks for bringing this to our attention. I will make sure this gets resolved quickly”
• “I’m sorry you’re experiencing this issue. Let me help you with that.”

Offer a solution.

Using the right phrasing can be your greatest tool for problem solving. Letting the customer on the line know that you want to help them right away can set a positive tone for the call and make them feel confident that you will work to provide a resolution quickly. 

Here is how you do that:

1. Tell the customer you are ready to assist them in any way possible. 
2. Provide customized solutions to target the specific needs and circumstances of the customer. 
3. Avoid generic responses. 
4. Present your customer with options and offer multiple solutions if possible.
5. Pay attention to customers’ needs and offer them the right support across all channels.

Industry best practice:

You can give even better customer experience during the process of resolving their query with a few good phrases:

• “Here’s what I can do to help you resolve this issue.”
• “Excellent question. I’ll find out for you.”
• “Here is what we can do.”
• “I’ll keep you updated every step of the way.”

Tactful on-hold procedures and respecting customer time. 

Placing a customer on hold is sometimes necessary, but it should be done respectfully. By asking for permission and providing a time estimate, you show that you value their time and are not abandoning them. You should make every effort to specify the estimated time the customer must wait. When you are back on the line with a solution, don’t forget to say thank you for holding. 

Some best practices before putting a customer on hold can include::

• “Would it be okay if I placed you on a brief hold while I checked on something for you?”
• “That’s a great question! Let me get you the right answer, can you please hold for a minute?”
• “I’d like to quickly pull up your account details. Would you mind holding for just a moment?”

Our insight:

Never ever leave a customer hanging for too long. When you put them on hold, always explain the reason and provide a quick estimate of how long the wait will be. As soon as you reconnect, thank them by name for their patience and immediately tell them the next steps you’re taking.

Apologize and be empathetic.

Use language that shows the customer that you, as a service provider, are sorry for any inconvenience, costs, or mistakes that have been made. Let the customer know you are on their team and are committed to reaching a satisfactory resolution.

1. Express regret and take responsibility for the situation.
2. Don’t make excuses or shift blame to another department.
3. Use empathetic language and acknowledge the situation’s impact on the customer.

Some phrases to apologize and show empathy include:

• “I’m sorry this happened. I appreciate your patience as we sort this out.”
• “Our apologies for the inconvenience.”
• “I understand how frustrating that must be.”

Industry best practice:

A genuine apology is the cure for service recovery. It goes beyond saying “sorry” and involves taking ownership of the issue and expressing empathy for the customer’s frustration. Strategic insight shows that for a brand with a strong reputation for good customer service, customers are more likely to be forgiving of a mistake. According to Qualtrics XM Institute, approximately 80% of customers who have a “very good” experience are likely to forgive a company for a future mistake.

Express appreciation.

Customers should come away from any interaction with your brand feeling valued.

1. Emphasize the role of customer input for making improvements.
2. When a customer is waiting for a resolution to reassure them that their concern is being addressed.
3. Address the customer by name.
4. Be timely, quick acknowledgment makes it more meaningful.
5. Follow up with a thank you message a few days later to reinforce your appreciation and show you haven’t forgotten their kindness.

Data backed strategy:

Every customer interaction, whether positive or negative, is a valuable opportunity for feedback. Expressing appreciation for their input reinforces their value to the brand. A widely cited statistic from Bain & Company shows that increasing customer retention rates by just 5% can increase profits by 25% to 95%. Expressing gratitude and actively seeking feedback can be a key part of the retention strategy. This also ties into customer defection; a study by Khoros found that 65% of customers have switched brands after a poor customer service experience, making every interaction an opportunity to secure or lose a customer.

Customer experience phrases to express gratitude include:

• “Thank you for bringing this to our attention. Your feedback helps us improve.”
• “I appreciate your patience while we work on this matter.”

Bringing matters to a close.

Your customers need to know you’re always happy to help, this will make them more likely to return. When a customer knows you’re actively working on their issue, they are more patient during the process.

An agent can end an interaction with a customer in several ways:

1. Thank customers for their time.
2.  Inquire if the customer requires further assistance.
3. Provide an open invitation for the customer to reach out again.
4. Give the customer the exact time or date to expect a follow-up.
5. Ask the customer if they’re ready for the transfer,If you reached out to another internal resource for help with a resolution. It’s best practice to do a warm transfer, bring all parties on the line for introductions before disconnecting yourself from the call.

Our insight:

The final words of an interaction are just as important as the first. According to a HubSpot study, 68% of consumers are willing to pay more for products and services from a brand known for providing good customer service. This shows us that every interaction is a chance to add value and reinforce your brand’s commitment to the customer.

Here are some customer service phrases to end a call for your support agents:

• “Thank you for choosing us. Have a great day!”
• “You can expect an update from us by [date/time].”
• “If you’re ready, I will connect you to the [manager or specialist].”
• “Let me know if there’s anything else I can do for you. I’m happy to help.”

We believe that real connections are the key to building a great brand. Our people matter approach and three decades of unmatched BPO expertise turn every interaction into a powerful way to grow brand loyalty.

Partner with Procera and start building better connections today.