Business English for customer service
- Free
- No card
- 8 phrases
Say these, not just read them
“I can hear how frustrating that's been.”
Names the emotion before touching the fix — skipping this step is the most common reason a calm explanation still lands badly.
“Let me walk you through what happened.”
Signals a plain explanation is coming, not a defense — the tone difference matters more than the words.
“I'm not able to do that, but here's what I can do.”
Says no honestly, then immediately pivots to what's actually possible, so "no" isn't the last thing they hear.
“Let me look into that and get back to you by…”
A specific timeframe beats "soon," which customers correctly read as meaningless.
“Just to confirm, this is resolved for you now?”
Checks for real resolution rather than assuming silence means satisfaction.
“Is there anything else I can help with today?”
The standard close — simple, but skipping it can make a fix feel unfinished even when it wasn't.
“I appreciate you bringing this to our attention.”
Reframes a complaint as useful rather than a burden, which shifts the whole tone of the call.
“I completely understand why that would be frustrating.”
A fuller acknowledgment for a genuinely serious complaint, one step up from a brief "I can hear that."
More to try
Say no to a customer's request, and offer an alternative you can actually provide.
Read this customer-service close aloud, at your normal pace.
“I appreciate you bringing this to our attention. Just to confirm, this is resolved for you now? I've made a note on your account so if anything comes up again, the next person you speak to will already have the context.”
The delivery metrics worth watching
Pace, pauses, and stress
In customer service, tone carries more than the words — a slow, level pace on the acknowledgment line signals genuine attention, while the same words said quickly can sound like a script being read to get to the next call. Read more about how sayit measures pace and clarity on speak-english-clearly.Straight answers
How do I sound sincere when acknowledging a complaint, not just polite?
Slow down specifically on the acknowledgment line — "I can hear how frustrating that's been" — and pause slightly before moving to the fix. Speed is what makes acknowledgment sound scripted; slowing down is what makes it sound genuine.
What's a graceful way to say no to a customer?
"I'm not able to do that, but here's what I can do" — it's honest about the limit and immediately offers something real, so the conversation moves forward instead of ending on a flat refusal.
How is this different from the client-calls page?
Client calls are usually B2B and relationship-based over time; customer service is often a single interaction with someone who's already frustrated. The phrases overlap, but tone and pacing matter even more here, since there's less existing trust to draw on.
Say it the way you would in a real customer service
Free, no card. Pace, filler words, pauses, and the exact sounds to fix — the same depth a paying member sees.