36 English Phrases For Professional Customer Service (FREE PDF Guide)

Summary

This lesson introduces 36 essential English phrases for professional customer service, ideal for call center employees or anyone dealing with customers over the phone. It covers key communication strategies, including effective greeting techniques, handling complaints, transferring calls, and requesting customer information. The importance of empathy and professionalism in addressing customer issues is emphasized, with practical examples for various situations such as incorrect orders and delivery problems. The lesson concludes with effective closing statements to ensure a positive customer experience, aiming to enhance service skills and customer satisfaction.

Takeaways

• 😀 Answering the call professionally starts with a clear greeting that includes your company name and your own name.
• 😀 When dealing with complaints, always express empathy and a commitment to resolve the issue.
• 😀 If you're not the right person to help, politely transfer the customer to the appropriate department or individual.
• 😀 Gather essential customer information by asking for names, order numbers, or account details in a courteous manner.
• 😀 When you need time to check information, inform the customer and ask for their patience while you put them on hold.
• 😀 Always thank customers for holding once you return to the call with updates.
• 😀 Use the customer’s name during interactions to create a more personal connection and acknowledge their concerns.
• 😀 Stay calm and professional when dealing with angry customers; show understanding of their frustration.
• 😀 If an issue cannot be resolved immediately, inform the customer and offer to follow up with a solution.
• 😀 Conclude the call by thanking the customer and inviting them to reach out again if they have further questions.

Q & A

What is the purpose of the lesson?

The lesson aims to teach 36 useful English phrases for professional customer service, particularly for call center interactions and handling customer complaints.

How should a customer service representative greet a caller?

A professional greeting can be: 'Hello, [Company Name], this is [Your Name] from customer service. How can I help you today?'

What should a representative say if a customer has a complaint?

The representative should express empathy, such as: 'I'm very sorry to hear that. I'll do my best to resolve this for you.'

What is an appropriate response when transferring a call?

An appropriate response is: 'I understand. I'm going to transfer you to our [Department Name] department. Please hold for a moment.'

How can representatives politely ask for customer information?

Representatives can say: 'Absolutely! Could I please get your full name to check that order for you?'

What should a representative do if they need time to check information?

They should inform the customer, saying: 'I see. I'm going to need a moment to check that for you. Can I put you on hold?'

What is an example of thanking a customer for their patience?

An example is: 'Mr. [Customer Name], thank you for holding. I have that information for you now.'

How should representatives handle an angry or frustrated customer?

They should acknowledge the frustration, saying: 'I can appreciate how frustrating this must be. Let me contact my manager and get this resolved for you right now.'

What should a representative say if they cannot resolve the issue during the call?

They can say: 'I'm afraid I need more time to look into this properly for you. Would you mind if I call you back later?'

What are some effective ways to close a customer service call?

Effective closings include: 'Thanks again for your call. Do you have any other questions?' or 'Please feel free to get back in touch if there's anything else I can do for you.'