The 5 Polite Phrases That Transform Customer Service Calls
A little kindness goes a long way when dealing with customer service. According to Ged Ryan, managing director at Consumer Links, the words you choose can make a huge difference to how far an agent is willing to go to help you.
Here are the five polite phrases that can transform your next call and encourage staff to go the extra mile.
“I know this isn’t your fault”
“Agents are often blamed for company policies or technical issues they cannot control,” Ged explains. “When a customer makes it clear they understand that, the whole conversation becomes easier. It shows respect and makes us want to do everything we can to fix the problem.”
“I really appreciate your help”
“A thank you might seem small but it has a huge effect,” Ged says. “Most of the calls we take are negative, so when someone takes the time to express appreciation it stands out. We are far more likely to stay on the line longer and push harder for a solution.”
“Can I check what options are available?”
“This is much better than demanding a specific outcome,” Ged explains. “It signals that you are open to working with us. Instead of feeling pressured we feel like we are part of a team trying to solve the problem together, and that makes us more likely to explore every option.”
“I know you are under pressure”
“Very few customers recognise that agents are dealing with strict targets and constant monitoring,” Ged says. “When someone acknowledges that reality, it feels human. It makes us more willing to bend rules or escalate a case if it helps.”
“Thank you for taking the time”
“Ending a call on a polite note leaves a lasting impression,” Ged explains. “Agents often have discretion about how far they go, especially when it comes to small gestures. When we feel valued, we are more likely to offer those extras.”
Ged says these phrases work because they remind staff that they are dealing with people, not just problems. “Kindness costs nothing but it changes everything. Customers who show respect and patience often get the best service and sometimes even benefits they did not ask for.”
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