“Kind words do not cost much. Yet they accomplish much.” – Blaise Pascal

When your job is to talk to your company’s customers, it becomes necessary to know what to say. While many companies understand the importance of good customer service, not many of them focus on improving it.

But as a call centre representative, you’d want to help your customer as much as you can. Using the right words can help you considerably in this regard.

Why use selective words (or phrases)?

The choice of words can have a huge impact on your service quality. In most of the cases, when a customer comes to you, he or she is confused and/ or frustrated. The customer wants to know the answers to an issue or he/she wants to resolve one.

You’ll be the person who will be taking care of the customer. If you irritate the customer, he or she might stop using your company’s product. On the other hand, if you treat the customer the right way, you might increase the company’s revenue. The difference in both of these scenarios is of the choice of words.

But you don’t need to worry. We have compiled a list of the 21 best English phrases for call centre agents. You can get started with them right away.

You can bookmark this page for future reference because these magical phrases can boost your growth easily.

Apathy Phrases for Call Center Agents:

  1. I apologize for any inconvenience caused and I assure you I’ll do everything possible to help you
  2. I appreciate your patience
  3. I’ll do everything to resolve this issue as soon as possible
  4. What I can do right now is
  5. I see how frustrating it must be, let’s see how we can work this out
  6. If I were in your position, I would be feeling the same way
  7. You are right
  8. Your business means a lot to us

These phrases will help you cool off a frustrated customer. Showing you understand their perspective and you will do everything possible to solve their problems will help you.

Remember to keep your customers’ perspective in mind whenever you are dealing with the same. This way, you will be able to handle an angry or frustrated customer with much ease.

Here’s an example of how you can use some of these phrases:

Customer: What? I’ve been put on hold for over 20 minutes and you’re saying you have to transfer me? How much time will this take?

Agent: I appreciate your patience, and I apologize for any inconvenience caused. I’m sure this won’t take much time.


Agent: I understand sir. I’ll do everything to resolve this issue as soon as possible.

You can use various combinations of these phrases to please the customers. Switching up the words is also possible but ensure that you sound professional and caring at the same time.

Phrases for instructing the customer

If you have to tell your customer to do something, do it in a friendly way. Don’t sound harsh or strict. Instead, tell them that the process is simple and it won’t take much time.

  1. All you need to do…
  2. A simple way to do that is to…

Although these phrases are simple, they will ensure that your customer feels valued.

Phrases for handling escalations in call centres

“Any fool can criticize, condemn and complain but it takes character and self control to be understanding and forgiving.” – Dale Carnegie

A frustrated customer can turn negative quickly and irritate you. As a call centre representative, you should always keep calm and avoid any outrage. The best way to do so is by using some of the following phrases:

  1. So you’re saying that…
  2. What you’re saying…
  3. If I’m getting the story right then…
  4. Did you mean to tell me…
  5. If I understand you correctly…

Use these phrases whenever you feel angry yourself. It will let you refocus the customer on the related issue and not the conversation.

Phrases for making the customer feel valued

Making your client feel valued will help you in many instances. It will help you in removing frustration and improving the customer service experience substantially. Don’t know what to say? Here are some phrases that can help:

  1. That’s a great question…
  2. I would be more than happy…
  3. I would be happy to help you
  4. That’s a good choice
  5. A lot of people prefer
  6. Because you’re a valued customer

You can win the heart of the customer by using these phrases. Imagine yourself on the receiving end of such emphatic and positive phrases. Wouldn’t it be great?

Let us know if you have any concerns. We would love to hear from you.