The Top 25 Positive Words and Phrases for Customer Service

Positive words have the power to convey kindness, uplift the tone of your advisors’ conversations, and really help to brighten your customer’s day.

Positive sentences can also help to strengthen your contact centre’s signature response and opening gambit, when used daily by all advisors.

Looking for some positive spiel to help brighten up your customer conversations? Here we have put together a list of positive words and phrases to help expand your advisors’ vocabulary.

Want some quick wins for adding positive sentences into your contact centre scripts? Here’s a printable sheet of positive words and phrases your teams can begin using today.

Top 25 Positive Words for Customer Service

These uplifting words should win medals, as adding any one of them into a conversation has the potential to transform average customer service into great customer service.

Looking for another word for wonderful? Here are 25 positive language examples to try today:

Examples of Positive Words in Customer Service

Looking for positive phrases that use these words to include in your agent scripts?

We have put together some examples of phrases where you can see these positive words in action in customer service conversations:

The Top 25 Positive Phrases for Customer Service

Here we give 25 positive statement examples to use at specific parts of the call, with different options suggested for each.

Positive Sentences for Greeting the Customer

In our article, “The Best Customer Service Greeting Phrases – with Examples“, our readers found the following two greeting statements to be the most effective in “kicking off” a positive customer service interaction:#

1. “Welcome to [INSERT COMPANY NAME] Customer Service. My name is [INSERT NAME]. How can I help you?”

Establishes a welcoming and professional tone, introduces the advisor, and opens the conversation for the customer to state their needs.

2. “Good Morning/Afternoon! You’re through to [INSERT COMPANY NAME]. My name is [INSERT NAME]. How many I help you today?”

Greets the customer politely, sets a friendly atmosphere, and invites them to discuss their issue, making them feel valued from the start.

Positive Phrases When More Information Is Needed

Staying upbeat when needing more information from the customer is a valuable skill.

However, if an advisor struggles to do this, encourage them to ask basic questions of the customer, while scattering in some of the positive words discussed earlier.

For example, advisors could use the following positive phrases when more information is needed from the customer:

3. “So, what I understand so far is… it would be great if you could tell me a bit more about…”

Demonstrates active listening, summarizes the customer’s issue, and encourages them to provide additional details, ensuring clarity

4. “For me to… it would be brilliant if you could give me just a few more details on…”

Politely requests more information, showing respect and enthusiasm while clarifying what is needed to assist the customer effectively.

Positive Phrases for Acknowledging the Customer

We have previously quizzed our readers on their favourite acknowledgement statements to improve customer-advisor interactions, in our article “The Top 12 Acknowledgement Statements for Customer Service”.

The top three positive phrases for acknowledging the customer are highlighted below:

5. ” I realize that this situation is difficult, but let’s try and find a solution”

Acknowledges the customer’s frustration and shifts focus to a collaborative effort to resolve the issue, fostering a sense of teamwork. There are loads of positive statements to use in difficult situations.

6. “I would feel the same in your situation, but we will sort this out…”

Empathizes with the customer, validating their feelings, and reassuring them that a solution will be found, which builds trust.

7. “I’m sorry you are having this problem. Let’s see if there is anything we can do to help the situation”

Offers an apology and expresses a willingness to help, which can diffuse tension and show genuine concern for the customer’s issue.

Positive Phrases for Reassuring the Customer

Once the advisor has a good understanding of the customer’s problem, and has acknowledged their concerns, it is now important to reassure them. Positive wordplay can be key here.

Take a look at the following examples of how positive statements can be used to reassure the customer:

8. “Thanks, it is great that you alerted us to this.”

Shows appreciation for the customer’s feedback and signals that their input is valuable and helpful in addressing issues.

9. “You are absolutely correct. Let’s look into this.”

Validates the customer’s point, reinforcing that their concerns are taken seriously, and commits to taking action.

10. “Definitely, I will make sure that this gets resolved for you.”

Provides a strong assurance of resolution, instilling confidence in the customer that their issue will be addressed.

Positive Phrases When Giving Instructions

When giving out over-the-phone instructions, it is an advisor’s role to make the process as easy as possible.

So, it is good practice to try and weave the following positive statements into conversations, to help the customer get from A to B with a smile on their face.

11. “All you need to do is to just…”

Simplifies the process for the customer, reducing anxiety by clearly outlining the next steps in an approachable manner.

12. “A simple way/method to change it will be to…”

Offers an easy-to-understand solution, making the customer feel capable of resolving the issue themselves.

13. “As soon as you receive…”

Sets clear expectations for the customer about what happens next, helping to manage their expectations and keep them informed.

Positive Phrases When Being Courteous

Courtesy and positive language go hand-in-hand, as we discussed in our article: “The Best Courtesy Words and Phrases to Use in Customer Service”. After all, old-fashioned courtesy is a must for any service or sales team.

So, advisors should ideally be using positive statements like those below:

14. “Would you be happy for me to put you on hold for a minute or two, while I quickly retrieve your details?”

Politely asks for permission to put the customer on hold, demonstrating respect and consideration for their time.

15. “I will send over the link to the email address that we have on our system and, if you would like, I can go through the rest of the process with you.”

Offers to assist further, showing willingness to guide the customer through the process, which enhances the support experience.

Using positive words to give compliments is another great way to be courteous. Find out more by reading our article: 50 Great Complimentary Words to Use in Customer Service

Positive Phrases For Building Rapport

Using positive small talk is great for rapport building.

Therefore, advisors could try dropping some of the following positive statements into the conversation during these moments.

16. “What I’m doing for you now is…”

Keeps the customer informed about the actions being taken, which builds trust and transparency in the service process.

17. “Don’t worry, I often make that mistake myself.”

Normalizes the customer’s experience and reduces embarrassment, fostering a more relaxed and empathetic interaction.

18. “How is the weather where you are today? Better than here, I hope!”

Engages in small talk, creating a personal connection and breaking the ice, which can make the interaction more pleasant.

To find more examples like this, read our article: Best Tips, Phrases and Words to Use for Building Rapport

Positive Phrases for Handling Angry Customers

Advisors are often told to try to stay positive when interacting with an angry customer. However, that is much easier said than done, especially if the advisor is having to deal with such a caller for a long period of time.

So, the focus should instead be on getting the frustrated customer to change their mood. The positive phrases below could help to do this:

19. “We always value customers who are keen to give us their feedback. I will be sure to pass on what you have told me to our managerial team…”

Shows appreciation for the feedback, even if it’s negative, and promises to escalate it, which can help to calm an angry customer.

20. “I recommend that you (INSERT ACTION), Mrs Smith, so that I can take further action without delay.”

Provides clear and respectful advice, offering a path forward that can defuse tension and show commitment to resolution.

Other phrases to use when speaking with an angry customer can be found in our article: The Right Words and Phrases to Say to an Angry Customer

Positive Phrases for Closing the Call

So, the advisor has successfully helped the customer to solve their query, given them a quick summary of the call and explained the next steps. All that is left to do is finish with a positive call-closing statement.

We’ve found some great examples of these in our article: “The Best Call-Closing Statements”, with two of them being showcased below:

21. “Thanks for calling, and if you have any additional questions, please call us.”

Expresses gratitude and leaves the door open for future communication, reinforcing ongoing support and availability.

22. “Have a nice time in [INSERT PLACE NAME] on your holiday.”

Ends the call on a personal and positive note, showing genuine interest in the customer’s life, which can enhance their overall experience.

Positive Phrases for Making a Sale

While dealing with a customer complaint, it may also be part of an advisor’s job to “sell-up” other areas of the business.

Here are some useful phrases to help an advisor seal the deal – taken from our tips for selling over the phone article:

23. “We have a variety of…”

Introduces options in a positive way, making the customer aware of additional products or services that might interest them.

24. “It’s a wonderful service where instead of…, you can…”

Highlights benefits of a service or product, framing it positively to encourage the customer to see its value.

25. “This is the best plan/scheme for you…”

Offers a recommendation tailored to the customer’s needs, demonstrating confidence and helping them make a decision.

Printable – Top 25 Positive Words and Phrases

Do you want to download this to share with your team?

Get your free download of the Top 25 Positive Words and Phrases for customer service in printable Excel format now:

Positive Words on Display in the Contact Centre

We received a great example from a contact centre in the Philippines of how they printed our lead image on their contact centre walls, as shown below:

Closer to home, we have also seen other contact centres do this. Neopost’s contact centre in Romford was one such contact centre, using some of our words on their contact centre walls, like so:

Phrases to Avoid

There are also situations where using positive language is contradictory to how you are trying to make the customer feel – and should be avoided.

There are some good examples here, typically heard on IVRs or when an advisor needs to put a customer on hold:

• Would you LIKE to continue to hold?
• Your call is IMPORTANT to us
• Your call MATTERS to us

They sadly come across as disingenuous when the contact centre isn’t delivering the high standards of service customers expect.

The power of using great words is highlighted in this video from Sandra Thompson about the importance of being conscious about what you say to the customer:

Found this article useful? Why not also have a look at:

• 18 Empathy Statements for Customer Service
• Positive Words to Increase Customer Satisfaction
• The Power of Positive Language
• The Top Words and Phrases Customers Use to Express their Dissatisfaction

Reviewed by: Hannah Swankie