Perfect English Phrases to Use with Customer Complaints

Handling customer complaints professionally and effectively is crucial for maintaining good relationships and a strong reputation. Using the right phrases to use with customer complaints can help diffuse tense situations and lead to positive resolutions. Below are essential phrases and strategies for managing customer concerns with confidence. 

29 Helpful Customer Service Phrases To Use

1. Phrases to Use with Customer Complaints: Acknowledging the Issue

The first step in handling a complaint is showing the customer that you understand and acknowledge their frustration.

• “I understand your frustration, and I appreciate you bringing this to our attention.”
• “I’m sorry to hear that you’ve had this experience.”
• “Thank you for letting us know about this issue.”
• “I completely understand how this could be frustrating for you.”

✅ Example: “I completely understand how this could be frustrating for you. Let’s see how we can resolve this for you.”

15 winning customer service phrases (+ 9 to avoid)

2. Phrases to Use with Customer Complaints: Apologizing Sincerely

A sincere apology can help de-escalate a customer’s frustration and show them you care.

• “We sincerely apologize for any inconvenience this has caused.”
• “I’m very sorry that this happened. Let’s work on fixing it right away.”
• “I truly regret the experience you’ve had, and we’ll do our best to resolve it.”
• “Please accept our sincere apologies for this issue.”

✅ Example: “I truly regret the experience you’ve had. Let’s see what we can do to make it right.”

3. Phrases to Use with Customer Complaints: Offering a Solution

Providing solutions quickly reassures customers that you are proactive about resolving their complaints.

• “Here’s what we can do to fix this for you.”
• “We’d be happy to replace/refund/resolve this issue immediately.”
• “Would you be open to [alternative solution]?”
• “Let’s work together to find the best resolution for you.”

✅ Example: “We’d be happy to replace the item for you or offer a refund—whichever you prefer.”

4. Phrases to Use with Customer Complaints: Reassuring the Customer

Reassuring customers that their issue is important helps to build trust and confidence in your service.

• “Your satisfaction is our top priority.”
• “We take your concerns seriously and will work on a quick resolution.”
• “I assure you that we are addressing this as quickly as possible.”
• “We appreciate your patience while we resolve this matter.”

✅ Example: “Your satisfaction is our top priority, and we’re committed to resolving this for you as quickly as possible.”

Phrases You Can Use When You Need to Be Direct

5. Finally the Important Following Up

Following up after resolving a complaint shows excellent customer service and ensures satisfaction.

• “We just wanted to check if everything has been resolved to your satisfaction.”
• “Please let us know if there’s anything else we can do for you.”
• “Your feedback is important to us, and we appreciate your time.”
• “We hope this solution meets your expectations. Thank you for your patience.”

✅ Example: “We hope this solution meets your expectations. Please don’t hesitate to reach out if you need further assistance.”

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