5 Phrases Every Customer Service Agent Should Use On The Phone

Do you work in a call centre? Have you spent a lot of time providing customer service over the phone? If so, you’re well aware that your job entails a whole lot more than just answering questions. Being a phone agent is more about building relationships. The right words can mean the difference between a frustrated caller who hangs up dissatisfied and a loyal customer who feels valued.

Here are five phrases every customer service agent should use on the phone:

1. “I completely understand how you feel.”

When customers call in upset, the worst thing you can do is dismiss their feelings. This phrase shows empathy, validation and active listening. It transforms the interaction from transactional to personal. Don’t just stop at empathy. Pair this phrase with an immediate action.

For example, state “I completely understand how you feel. Let me look into this for you right away” or “I completely understand how you feel. Here’s what I can do to help.” This simple acknowledgment lowers defences and reassures customers that they’re in good hands.

2. “What I can do for you is…”

Customers often call because something has gone wrong. Telling them what you can’t do creates more frustration. This phrase shifts the focus away from limitations and puts the spotlight on solutions. Instead of saying “I can’t refund that today”, try saying “What I can do for you is process a credit that will show up within 48 hours.” The shift in wording can make customers feel supported, even when there are restrictions.

3. “Thank you for bringing this to our attention.”

Customers who complain are often giving you a gift. It’s called feedback! By thanking them, you turn a negative situation into a moment of appreciation. This phrase reinforces that their voices matter and that your company values continuous improvement.

Use this phrase to open the door to a solution: “Thank you for bringing this to our attention. We’ll make sure this gets corrected.” Alternatively, you can say “Thank you for letting us know. This helps us serve you and others better.” It shows humility and professionalism, which can completely shift the customer’s perception of your brand.

4. “I’ll personally make sure this is taken care of.”

One of the top frustrations customers have is being bounced between departments. This phrase builds trust and accountability, assuring them that their problems won’t be lost in the shuffle. Here’s the thing. You should only use this phrase if you truly intend to follow through. Be sure to combine it with a clear commitment.

Say “I’ll personally make sure this is taken care of and update you by the end of the day.” You can also say “I’ll personally follow up with our billing team and call you back once it’s resolved.” This creates confidence and reassures callers that they’re not just another ticket number.

5. “Is there anything else I can help you with today?”

This phrase signals thoroughness and genuine care. It prevents situations where customers hang up only to realize they had other questions. This is something that can lead to repeat calls and frustration. Always ask this at the end of a call, with a warm tone.

Use such variations as “Is there anything else I can help you with today before we finish up?” or “I want to make sure we’ve covered everything for you. Is there anything else on your mind?” It closes the interaction on a positive, customer-first note and leaves callers feeling valued.

Are you taking advantage of Melo Technology’s cloud-hosted Commercial Phone Services at your call centre? Learn how they can benefit your business by calling 1-888-MELOTEL or filling out the form on our Contact page.