40+ Phrases to Create Positive Scripting for Customer Service

September 14th, 2015 | Kevin Gao | Communication | Blog Home
positive customer service phrases

If you work in call centers as customer service agents, then you know that words are incredibly powerful.

According to psychologists Mark Waldman and Andrew Newberg, words are so powerful, in fact, that even just the sight of a negative word like “no” can release dozens of stress-producing hormones in your brain.

But the right words also have the power to create happy, life-long customers.

Using positive customer service phrases can enhance customer engagement, and luckily for you, all you have to do is remember several simple rules and commit to positive scripting.

Recommended for you: To Script or Not to Script? Positive Live Chat Support Scripting

Establish a Good Rapport

“Once you replace negative thoughts with positive ones, you’ll start having positive results.”
– Willie Nelson

Helping a customer should start from a sincere and positive place. The aim is to be open and receptive to customers’ pain points, so your positive scripting and phrasing will come out organically.

If you focus on starting from a place of understanding, the rest will follow naturally.

So remember: introduce yourself and ask for the customer’s name. Then ask how you can be of service without assuming that there is a problem to begin with. You want to start from a positive place and move the conversation forward with solution-building language.

Do say:

Hi, my name is X. May I ask your name?

Great to meet you, Y. How can I assist you today?

How can I help you?

What can I help you with today?

Don’t say:

What is wrong?

Are you unsatisfied?

Are you confused?

What’s your problem?

Remember, if a customer says something nice about your company, respond positively to the compliment!

Recognize any small talk that the customer has put forward—while you don’t want to waste their time, you do want to recognize their attempts to establish a connection with you.

live chat scripts

[Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service

How to put these positive phrases into your chatting? Our live chat scripts template provides you with the ready-to-use scripts that can convey positivity to customers.

Download Now

Repeat after Them

When you rephrase a customer’s comment or complaint, you do two important things:
  1. You make them feel heard and understood
  2. You clarify what was said so that you don’t make any mistakes.

This is especially important because many customers aren’t used to typing out their complaints via chat, so their communication may be rushed or confusing.

However this technique does have to be used carefully—never retype what a customer has said word for word. That would be very frustrating and could potentially offend a customer. Instead, summarize what they have said efficiently.

For example, if a customer says something vague like:

I want to receive my package. Can you make it get here faster?

Try responding with:

I am sorry if you are having trouble with your package. Just to clarify, are you experiencing a delay?
Correct me if I’m wrong, but are you saying that your package should have arrived by now?

These answers are helpful because the customer’s original statement was vague. By summarizing a customer’s statement, you also have the chance to clarify your interpretation.

Do not respond with:

So what I’m hearing is that there is a problem with the shipping.
Are you saying that we failed to deliver on time?

I’m sorry, I don’t understand you.

No, I cannot make the package come faster. That’s not my job.

Pepper with Positive Words

Positive customer service phrases are built from positive words. If you focus on using an affirming and energetic vocabulary, you will find that your great attitude may actually be very infectious.

Use positive, affirmative words to describe:












Here is how you can start phrases with these positive words:

I completely understand…

I do know where you are coming from…

I assure you, we will…

I’m so glad to be of help…

Eliminate Negative Words

Positive words are part of the positive scripting puzzle, but avoiding negative words can be equally important. Sometimes if you use negative words even with good intentions, you can come off as patronizing, or as if you pity the customer.

Consider how you would feel if someone said the following to you:

That sucks so badly.

You don’t deserve that!

That is terrible!

We are sorry for giving you bad service!

It must be awful to be you right now.

It may be a little too easy to make this kind of mistake. You want to be empathetic, and that’s a good. But when you use negative words you encourage a feeling of helplessness.

Recommended for you: 30 Empathy Statements and Phrases that Show Customers You Care

Remember, you are there to be friendly, not a friend. Empathetic friends go out to drink with you and wallow in your misery when they can’t change your situation. Empathetic customer support representatives are friendly, but they have answers and solutions.

Avoid intensely negative words like:




No (if it can be avoided. Learn how to say no in a positive way when you can’t avoid saying no. )




Sometimes customers ask for something you can’t give them. For example, they may ask for a refund after several months, which exceeds your company’s two week refund policy. So what are you to do? Here are some positive phrases to help you out:

I would love to help, but…

Unfortunately, that’s not our policy.

While I can’t offer you X, I can implement Y.

Recommended for you: How to Say No to Customers in a Positive Way

Using soft words like “unfortunately” and “but” can help you lead the conversation to a more positive direction. Suggest or recommend other resources or options. For example, just because you can’t refund someone doesn’t mean you can’t give them store credit. Never let a customer leave before knowing all of their options.

Communicating Confidence

We’ve all had the experience when we run into a question we don’t know the answer to, or we’ve encountered a point in the conversation where we’re unsure of what to say next.

Generally this happens when we lack certain information, or the customer is very anxious or upset and catches us off guard. Use the following phrases to communicate that you have it all under control, even when things feel a little shaky:

  1. To assuage or calm a customer:

    Rest assured that this will be…

    I assure you…

    I understand where you’re coming from.
  2. To prevent doubt when you don’t know:

    One moment please.

    Let me find that out for you.

    Let me forward you to our X specialist.
  3. To express professionalism:

    Thank you for bringing that to our consideration.

    We’re very happy to…

    On behalf of our company, I would like to say thank you for your patience.

Remember, you may not know everything, but you know more than the customer does. It’s your job, so take pride in your role as a customer service agent and use the right words and positive phrases to communicate your confident attitude.

Creating positive phrases is as much about the attitude as it is about the exact words and rules you follow. Remember the information above, but don’t ever forget the feeling you want to convey and the solutions you want to provide. Positive phrasing will create happy customers who are motivated to support your company and continue to recommend you for years to come.

75 Live Chat Scripts

[Free Download] 75 Live Chat Scripts That Don’t Make Your Agents Sound Like Robots

Quality scripts can be an amazing tool to save time, enhance quality and communicate your brand voice. In this guide, we’ll lay out some scripts which are time-saving while sounding human, engaged, and most importantly, not robotic.

Download Now


Kevin Gao is the founder and CEO of Comm100. With over 10 years' hands-on experience as an entrepreneur, he's always ambitious to revolutionize the way of online customer service and communication. Connect with Kevin on LinkedIn.

Get Fresh Content in Your Inbox

Receive the latest customer service and ecommerce tips.

Related Posts

Free Email Updates

Related Posts

Recent Posts

Follow Us

Free Customer Service Training Course