Customer Experience

Updated On: Apr 1, 2024

Tips, Scripts, & Phrases For Wow Customer Service Conversations

Reading-Time 14 Min

Customer Service Conversations

A seamless customer service is an absolute non-negotiable for the present-day customer, and delivering exceptional CX requires engaging in meaningful customer service conversations.

But acing customer service conversations can be challenging. What’s more is, you’re trying to make the mundane a pleasant experience.

The best way to ace the conversations with your customers is to treat them for what they are: a person. With these excellent customer service scripts, tips, and phrases, you can incorporate what to say and when to say to your customer for smooth customer service conversations.

5 Tips for Successful Customer Service Conversations

Simply talking is not sufficient in today’s business environment; it must be effective communication. The way you communicate with your customers directly impacts your business’s reputation. Regardless of how well you have mastered the art of conversation, there is always room for improvement. 

Here are some tips on having successful customer service conversations every time:

1. Use your customer’s name

A person’s name is the sweetest sound they can hear. This is something the agent should keep in mind when addressing the customer. Using the customer’s name while providing customer service helps elevate the customer experience tenfold.

2. Guide them with step-by-step instructions to solve problems

Realize this: You know the solution to the problem, but that doesn’t mean the customer will reach there on their own. Therefore, hand-holding the customer through the process is a great way to make them feel heard and supported.

3. Use easy-to-understand language

Corporate jargon can sound very robotic and inhuman, and people don’t have patience for that! Always try to use simple, plain, easy-to-understand language to keep your customer’s attention. This way, you will be able to help them more efficiently.

4. Use appropriate humor

Adding a joke here and there might be a good idea to connect with the customer. But always know where the line is and add humor when it feels appropriate to the situation.

5. Don’t end the conversation abruptly (Offer to help further)

It feels tempting to end the conversation and move on to the new customer when solving problems all day. However, it is not an effective way to retain a customer and give them world-class service. Ending the conversation on a positive note and even asking to assist them with any further questions offers a better customer experience.

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10 Effective Customer Service Conversations Scripts for Your Team

You can’t manage every conversation your agent is having with the customer. However, you can provide a roadmap for your agents through customer service scripts. These scripts are an extremely helpful way to set the bar and quality control the customer and agent conversations.

Your basic customer service scripts must include the following:

1. Greeting the customer

“Good [morning/afternoon/evening], and thank you for choosing [Company Name]. My name is [Your Name]. How may I assist you today?”

2. Greeting a returning customer

“Hello again, [Customer’s Name]! We’re thrilled to have you back. My name is [Your Name], and I’m here to assist you. How can I make your experience even better today?”

3. Active listening

“If I’m understanding correctly, you’re looking for [rephrased customer’s request], right?”

4. Asking for more information

“Could you please tell me more about the issue you’re facing, [Customer’s Name]? So that I can provide you with the best support.”

5. Sharing links and resources

“I can definitely assist you with that. Here’s a direct link to [the solution]: [Provide the link]. This page contains step-by-step instructions to make the process easier.”

6. Putting customers on hold

“I need to gather some information for you, and it’ll take a moment. Would it be alright if I put you on hold? I’ll be right back.”

7. Transferring the call

 “Thank you for sharing your concern with me, [Customer’s Name]. I want to make sure you get the best assistance possible, so I’m going to transfer your call to one of our specialists who can help you further with this. Please hold for just a moment, and I’ll connect you.”

8. Apologizing

“I sincerely apologize for any inconvenience this has caused you, [Customer’s Name]. Please know that we are committed to resolving this as quickly as possible to ensure your satisfaction.”

9. Handling angry customers

“I understand your frustration, and I’m here to help. Please share the details, and we’ll work toward a solution.”

“I’m sorry to hear you’re upset. Please tell me what happened, and I’ll do my best to assist you.”

10. Concluding the call

“We’re here whenever you need assistance or have more questions in the future. Have a fantastic day ahead!”

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15 Key Phrases to Use During Customer Service Conversations

Below are some positive customer service phrases to help your team ace the service conversations.

1. “How may I assist you today?”

This phrase may seem like a no-brainer, but it dramatically improves the customer experience when talking to your service agent. And it is so much better than asking, “What do you want?”.

2. “I am sorry for the inconvenience caused.”

The agent’s use of this phrase shows how thoughtful and empathetic they are toward the problem faced by the caller. Genuine understanding makes for great support during these conversations.

3. “I am happy to help”

A good way to resolve a customer’s issue is by proactively expressing you are there for them. This phrase is effective at both the beginning and end of the conversation.

4. “Is it okay if I put you on hold?”

It is polite to ask your customers if you can put them on hold or transfer their calls. A little heads up, along with their consent, won’t make them impatient or angry when on hold.

5. “From what I understand, the issue you’re experiencing is [the issue].”

This phrase shows that you are actively listening to the customer and understanding their issue. Ask questions, be interactive, and rephrase the issue in bite-size information. This will ensure you are assisting the customer in a better manner.

6. “I am up-to-date on the issue.”

Repeating issues is a major hassle when you are seeking assistance. With this phrase (and the action), you can help the customer tremendously.

7. “Thank you for bringing that to our attention.”

The customer has taken time out of their schedule to have this conversation with your agent. Acknowledging their efforts and starting the conversation on a positive note can lead to an effective problem resolution.

8. “Although we can’t fulfill that specific request, here are some alternative options.”

When you can’t offer the expected solution, try the alternatives. Offering an alternative may be inconvenient, but it is far better than no solution.

9. “I will make sure this gets resolved quickly.”

This phrase ensures the customer that you are actively working on their issue. It encourages them to be more patient during the wait time.

10. “I will update you by [date/time].”

Even if you cannot solve the issue right away, this phrase will reassure the customer that you will work on it and update them without them poking you for a follow-up.

11. “Definitely.”

Customer service power words like definitely or other positive words are useful in the conversation with the customer.

12. “Let me look into that for you.”

This phrase tells your customer you have a plan of action and will resolve their issue as soon as possible.

13. “I appreciate your patience.”

Expressing gratitude and acknowledging the customer’s patience is a great way to maintain a positive tone during the resolution process.

14. “Feel free to reach out”

It’s a friendly and welcoming way to invite the customer to reconnect if they have any additional questions, concerns, or issues in the future.

15. “Have a great day!”

Wishing the customer well when concluding the conversation leaves a positive impact on them.

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5 Things to Avoid During Customer Service Conversations (And What to Say Instead)

1. “I can’t help you with that.”

Instead, say, “I’ll do my best to find a solution for you” or “Let me connect you with someone who can assist you further.”

2. “I’m sorry you feel that way.”

Instead, say, “I understand your concern, and I am here to help.”

3. “I don’t know.”

Say, “Let me check and get back to you with the answer.”

4. “Calm down.”

Instead, say, “I understand you’re upset, and I want to help resolve this issue.”

5. “We have never had this issue before.”

A better way to say this is, “This is an unusual situation, and I’m committed to resolving it.”

Enhance your Customer Service Conversations with Knowmax

Communication is integral to good customer service, and sharpening it is your key to success. While good conversation skills are not innate, practice, training, and the right tools can help anyone become a great conversationalist. 

Knowmax’s agent scripting tool helps you create next-best-action workflows for your frontline support representatives, enabling them to communicate effectively with customers and quickly provide error-free solutions.

The tool helps you transform lengthy troubleshooting processes into step-by-step guided actions, giving your agents the clarity they need to gather the right customer input and deliver exceptional experiences.

Knowmax’s call center scripting solution can be integrated with your CRM to auto pull and push data, resulting in –    

  1. Reduced customer effort, as they won’t need to repeat information the organization already has.
  2. Reduced agent effort in completing after call work, as resolution steps can be directly copied from Knowmax to your CRM.   

Learn how Jupiter, a digital-born banking startup, delivers outstanding CX by empowering its frontline support teams with Knowmax’s decision tree tool to engage in meaningful customer service conversations. 

Nitin Saxena

Sr. Vice President

Nitin has 25 years of experience working at companies like HP and Mphasis. For more than 14 years, he has been a key figure at KocharTech (Knowmax's parent company), skillfully navigating operations, training, and quality management responsibilities across international and domestic sectors. Currently, he oversees Business Operations at Maxicus.

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