Customer Experience News & Trends

17 of the nicest things you can say to customers

Good things happen when you give customers an outstanding experience. Just to name a few …

  • 75% continue to spend more because of a history of great experiences
  • More than 80% are willing to pay more for the great experiences, and
  • More than 50% who’ve had great experiences are three times more likely to recommend your company to others.

That’s the hardcore, research-proven evidence that it pays to make sure customers get top-notch service. On a less quantifiable level, customer experience professionals agree that it’s a pleasure to work with customers who are highly satisfied.

Right words benefit everyone

Many of those mutual benefits are the result of good conversations that build better relationships.

The right words from a customer experience professional at the right time can make all the difference.

Here are 17 relationship-building phrases and the best times to use them with customers:

At the beginning

  • Hello. What can I help you with today?
  • I’ll be happy to help you with …
  • Nice to meet you! (Even on the phone, if you know it’s the first-time you’ve talked, acknowledge it.)

In the middle

  • I understand why you … feel this way/want a resolution/are frustrated. (This confirms you understand their emotions, too.)
  • That’s a good question. Let me find out for you. (Very effective when you don’t have the answer at hand.)
  • What I can do is … (This is especially good when customers request something you can’t do.)
  • Are you able to wait for a moment while I …? (This is perfect when the task will take a few minutes.)
  • I’d love to understand more about this. Please tell about … (Good for clarifying and showing interest in their needs.)
  • I can tell how much this means to you, and I will make it a priority. (That’s reassuring to any customer with concerns.)
  • I would suggest … (This lets them decide which road to take. Avoid telling them, You should …)

At the end

  • I’ll send you an update when …
  • Rest assured, this will/I will/you will … (Let them know of the next steps you are certain will happen.)
  • I really appreciate that you let us know about this. (Great for times when customers complain about something that affects them and others.)
  • What else can I help you with? (This makes them feel comfortable bringing up something else.)
  • I’ll personally get this taken care of and let you know when it’s resolved.
  • It’s always a pleasure working with you.
  • Please contact me directly at … whenever you need something. I’ll be ready to help.

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