As an English teacher, I've met many students who work in customer service. They help customers with all sorts of problems. I've learned a lot from these experiences and want to share some tips on how to handle tough situations as a customer service worker. This article will focus on useful English phrases for these situations.

We'll look at different cases and talk about good ways to communicate and the best English words and phrases to use to make customers feel understood.

Calming an Angry Customer

One of the most common challenges customer support people face is dealing with an angry customer who feels let down by unfulfilled promises. It's crucial to help the customer calm down and regain their trust in your ability to assist them. Using the right phrases can make a significant difference in making the customer feel more comfortable and assured that their concerns are being addressed.

Two powerful phrases that can help ease the tension are "I'm going to do everything I can" and "I'm here to help". By using expressions like these, you convey a sense of dedication and effort to resolve the customer's issue. They reassure the customer that their problem is being actively worked on, instilling a greater level of confidence. 

When communicating with an angry customer, it's important to clarify the difference between "solve" and "resolve." "Resolve" implies making a problem go away, while "solve" indicates finding an answer to the problem. 

Adding the phrase "going to do everything I can to resolve this" further emphasizes your commitment to finding a solution (although be careful with this, as simply using "doing everything I can" could would impatient). It shows the customer that you're actively working on their issue and that their problem is a top priority. Keeping the customer updated on the progress of resolving the problem is equally important, ensuring they are informed every step of the way.

The Power of Empathy

By using phrases like "I understand your frustration" and "I'm right there with you" you can convey a genuine understanding of the customer's situation. Using something like "I understand where you're coming from" or even "I get it" (in less formal situations) can also show empathy. 

When customers are feeling frustrated, it's essential to ask them to bear with you patiently. The phrase "bear with me" politely requests their understanding while you work on resolving the issue. This conveys that you recognize their situation and are making a genuine effort to assist them. It provides a sense of assurance that you are actively involved in finding a solution.

Customers want to know when their problem will be resolved. By assuring them that the solution is near, you can alleviate their anxiety. Phrases like "we'll have this sorted out soon" or "in no time" create a positive outlook, indicating that the action being taken is almost completed. Providing a timeframe or assurance that progress is being made can help relieve the frustration customers may be feeling.

Expressing Gratitude

Appreciating the customer's patience is vital, especially when they have been waiting for an extended period. Expressions such as "I appreciate your patience" or "Thank you for your patience" convey gratitude and recognition for the customer's understanding. By thanking them, you demonstrate that their patience is valued, which can further alleviate any negative emotions along the way. 

Ongoing Support and Assistance

Once the customer's problem has been resolved, it's essential to leave them with the impression that further assistance is always available. Phrases like "If there is anything else I can do, let me know" and "Don't hesitate to ask if there's anything else you need" demonstrate your willingness to help even beyond the current situation. It reassures the customer that their needs will continue to be addressed should they require any additional support.

Also, offering ongoing assistance is essential. By using phrases like "If you need anything further, I'll be here" or "If you need anything further, let me know" you create an open line of communication. This indicates that you are available to assist the customer whenever they need it, both in that specific instance and in general.

Let's put some of these ideas into practice: 

Customer: "I've been trying to get this issue sorted out for weeks! I keep getting promises but nothing's changed!"

Customer Support Rep: "I'm really sorry to hear about your frustration. I want you to know that I'm going to do everything I can to get to the bottom of this issue."

Customer: "Well, I hope you solve it soon. It's been a major hassle."

Customer Support Rep: "I totally understand where you're coming from. Could you bear with me while I look into the issue further? I'll keep you updated every step of the way."

Customer: "How much longer do I have to wait? This is already taking too long."

Customer Support Rep: "I really appreciate your patience with this. I promise you, we'll have this sorted in no time."

Customer: "I really hope so."

Customer Support Rep: "I'm right there with you. Thank you for your patience."

Customer: "Alright, I'll wait a bit longer."  

And after resolving the issue...

Customer Support Rep: Glad I could help! If there's anything else I can do or any other questions you have, don't hesitate to reach out."

Well, that's it for today! Next time you need to interact with a customer, see if you can put some of these phrases into practice, and if you ever need help, don't hesitate to ask! Also, be sure to subscribe to get more English content.