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Episode19: 10 Business English Phrases for Customer Service
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Vishaal: Hello, ABC, Inc. Vishaal speaking.

Piyush: Yes, hello. I have a question about my bill.

(Silence on the other end of the line)

Piyush: Hello? Are you still there?

Vishaal: Yes, but I don’t deal with that. I am transferring you to the billing department.

It is not a crime to be new on the job or to get a call that you do not know how to handle. It is part of the job. However, just knowing the right words to use can make all the difference in such situations. Remember the negative customer service experience above? Well, below is how the call service representative could have handled the call in a way that showed empathy – which means being in the other person’s shoes and dealing with the situation accordingly.

Vishaal: Hello, ABC, Inc. Vishaal speaking. How can I help you today?

Piyush: Yes, hello. I have a question about my bill.

Vishaal: It sounds like you need the billing department. I’ll transfer you to that number. Please stay on the line.

Piyush: Really. You have to transfer me? I’ve been on hold for the last 30 minutes. I followed all of your prompts to talk to you and now you’re telling me that you won’t help me?

Vishaal: I understand how frustrating that can be—let’s see how we can work this out. We can work together to answer your questions, but only if we can discuss the matter calmly.

Piyush: Of course. You see, here’s what happened, I have been overcharged for this month, there are some charges that should not be there.

Vishaal: I see. I’m going to have to consult with my manager. May I place your call on hold? I’ll be back with you soon—in 2 or 3 minutes max.

Piyush: Okay. Thank you

Vishaal: Thank you for holding. Here’s the answer to your question

Recap:

How can I help you today: Customers want the opportunity to explain in detail what they want and need. By asking how you can help, you begin the dialogue on a positive note. And by using an open-ended question, you invite discussion.

It sounds like you need: Usually, the call is simply sent to another department. By using this phrase, you have assured the customer that you have understood the problem and that you will try to help.

I’ll transfer you: When able, it is always desirable to transfer a customer rather than just giving another phone number. This shows that your company is taking care of the problem.

Please stay on the line: By saying this to the customer, you are assuring them that they don’t have to call back and someone will be with them shortly.

I understand how frustrating that can be: Most of the time customers are on the line for 30 minutes and have to follow prompts, this is quite annoying. Assure the customer that you know how it feels.

Work this out: This is a phrase that the customer wants to hear. Simply telling them that you will try is enough to calm them down.

Discuss the matter calmly: Most times customers are irritated and may shout on the phone. Staying calm and asking them to do the same help. This is a phrase you can use that will not offend the customer.

Consult with my manager: The most of the time we will simply put the customer on hold and discuss the issue. Giving a reason for the hold will let the customer know you are actually doing something about the problem.

May I place your call on hold?: The most common phrase is “Can I put your call on hold?” This is a better way of asking permission and being polite at the same time.

Thank you for holding: I have seen many times the representative going back to the customer by saying “Hello”.. Using this phrase is a way of telling the customer you remember he is on hold and you appreciate the fact that he was still online.

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