In customer service, every word matters. A poorly chosen phrase can turn a satisfied customer into a disappointed one, and a potential deal into a lost opportunity. One careless sentence can destroy the trust that has been built over months. At the same time, carefully chosen words can turn even a challenging situation into an opportunity to demonstrate care for the customer.

Top 10 Phrases to Avoid

1. “Hold on a minute, I’ll be with you”
   This phrase gives the impression that the customer is not a priority. It is especially frustrating when the “minute” stretches into 10–15 minutes without any explanation. The customer is left uncertain, not knowing whether the agent is actively working on their issue.
   Better to say: “Thank you for reaching out. I’m reviewing your situation in detail and will prepare a solution. This will take about 5 minutes.”
2. “There’s nothing we can do”
   Sounds like a categorical refusal to help or incompetence. The customer perceives this as indifference and a lack of professional problem-solving.
   Better to say: “I understand the complexity of the situation. I will review all possible solutions and make sure to find a way forward.”
3. “This isn’t our problem”
   Passing the responsibility irritates more than the problem itself. The customer came to you expecting help and received a refusal before any attempt to resolve the issue.
   Better to say: “I’ll carefully examine the situation and identify who can help you most efficiently.”
4. “Calm down, everything will be fine”
   This phrase often escalates frustration as it dismisses the customer’s emotions, especially when the issue is serious.
   Better to say: “I can see this situation is concerning for you. Let’s work together to resolve it quickly.”
5. “I don’t know what to tell you”
   Shows complete incompetence and helplessness. The customer expects expertise and solutions, not a confession of powerlessness.
   Better to say: “This is a specific question. I’ll consult with an expert to provide you with an accurate answer.”
6. “You should have done everything correctly from the start”
   Blaming the customer is unacceptable. It destroys trust and creates a conflict instead of collaboration.
   Better to say: “I understand that there may have been some difficulties in the process. Let’s fix the situation now.”
7. “That’s impossible”
   Gives the impression of misunderstanding the customer’s needs and an unwillingness to seek creative solutions. Often, what seems impossible is doable with the right approach.
   Better to say: “This is an unusual situation. Give me a few minutes to find the best way to help you.”
8. “Our policy doesn’t allow it”
   Sounds like a refusal without explanation and unwillingness to compromise. The customer feels trapped by bureaucracy rather than receiving service.
   Better to say: “I’ll see what options are available within our capabilities to help you as much as possible.”
9. “I’m very busy right now”
   Undermines the importance of the customer and their problem. It gives the impression that other matters are more important than assisting the person seeking help.
   Better to say: “Thank you for reaching out. I’m finishing up a previous task and will be able to assist you in 10 minutes.”
10. “This is not within my authority”
    Shows indifference and unwillingness to take responsibility for resolving the issue. The customer is left without guidance.
    Better to say: “I’ll forward your case to the specialist who can resolve this quickly.”

How Not to Lose a Customer Over a Phrase in Chat

The Principle of Empathetic Communication
Empathy in customer service means putting yourself in the customer’s shoes and understanding their emotional state. Before sending each response, ask yourself: “How would I react to this message if I were frustrated?”

Empathetic communication includes:

• Acknowledging the customer’s emotions
• Demonstrating understanding of the problem
• Assuring readiness to help
• Providing clear steps for resolution

Active Listening Techniques in Chats
In text-based communication, active listening means carefully reading the customer’s messages and reflecting their concerns in your responses:

• Fully read the message – don’t respond until you understand all details.
• Confirm understanding – rephrase the issue: “If I understand correctly, your problem is…”
• Ask clarifying questions if something is unclear: “To assist you better, could you please clarify…”

Personalization as a Customer Retention Tool
Personalization creates a sense of individual attention and care:

• Use the customer’s name, but not excessively.
• Reference past interactions: “I see we resolved a similar issue last time…”
• Consider the customer’s business specifics, especially in B2B segments.

Automation of Responses – A Way to Control Service Quality

Implementing chatbots with pre-prepared response templates can revolutionize customer service as a strategic tool for managing service quality.

Benefits of Automation in Customer Service

• Standardized quality: Every customer receives a polite and professional response regardless of the agent’s mood or workload.
• Instant response: Automated systems can respond 24/7; the first minutes after contact are critical for impression formation.
• Emotional control for the team: Templates help agents maintain a professional tone during high workload periods.
• Scalability: Automation allows handling more inquiries without proportionally increasing staff.

Types of Automated Responses

• Greetings and acknowledgment: “Thank you for reaching out! Your request has been received. Average response time – 3 minutes.”
• Collecting initial information: Auto-forms for basic data to help agents understand the situation faster.
• Responses to common questions: Interactive FAQs for quick access to relevant info.
• Escalation of complex issues: Auto-forwarding complex queries to the right specialist with all collected info.

Balancing Automation and the Human Touch
Full automation can reduce humanity in service. The optimal approach:

• Hybrid model – bot handles simple queries, complex ones go to a human agent.
• Quick switch option – customers can request a human at any time.
• Learning from interactions – the system analyzes dialogues to improve responses.

Words That Trigger Customers

Phrases to avoid:

• “Please hold” – creates endless waiting and uncertainty
• “There’s nothing we can do” – shows helplessness
• “It’s not our fault” – shifts responsibility
• “Calm down” – dismisses emotions, may escalate irritation
• “I don’t know” – shows incompetence without a plan
• “Our policy doesn’t allow” – sounds like a formal refusal

Constructive Alternatives

• “Thank you for your patience” – acknowledges the customer’s time and shows respect
• “I’ll find a solution for you” – shows proactive help
• “We’re already working on this” – indicates control over the situation
• “I understand your concern” – shows empathy
• “Let me clarify this information” – demonstrates professional approach
• “I’ll find a way to help you” – shows flexibility and results orientation

The Future of Customer Service

Advances in AI and machine learning offer new opportunities for personalized communication. Future systems will be able to:

• Analyze customers’ emotional state in real-time
• Select optimal tone and style of communication
• Predict customer needs based on behavior
• Automatically learn from successful interactions

However, the human factor remains irreplaceable in creating genuine emotional connections with customers.

Improve your service now: integrate a chatbot with polite response templates in NovaTalks. Investing in high-quality customer communication pays off through increased loyalty, repeat purchases, and positive reviews. Don’t let a single poor phrase ruin the reputation you’ve worked so hard to build. Every word matters; every phrase can be a a bridge of trust or a wall of misunderstanding between you and your customers.