Notes

“Thanks so much for chatting with us today, [first name]. How can we help you?”
“Welcome to [company/brand name]! We’d love to help you. Could you please share your [email address] to help us get started?”
“Good [morning/afternoon/evening]! How are you today? Please let us know if you’re facing any problems and we’d be happy to help.”
“Hello [first name]! Welcome to [company/brand name]. What would you like to discuss today? Let me know and I'll do my best to help.”
Recommended reading: 40+ customer service live chat scripts and examples
“I understand that this is a tough situation for you to be in. I’ll make sure we do our best to resolve the [issue] as quickly as possible.”
“I hear how upset you are and I am really sorry you’re feeling this way. Please allow us to make it up to you.”
“I would feel the same way if I were in your place. I understand how hard it must be for you.”
“I hear you, [first name]. Your concerns are valid. And I apologize for the inconvenience you’ve had to face.”
You are absolutely right. Your [issue] is a priority for us. Rest assured, our team is looking into the matter as we speak.”
“Our customers’ happiness is our top priority. We’ll do everything we can to make this right.”
“We’re committed to providing only the best experience to each one of our customers. Please hold on for a moment as we look into the issue.”
“I see the problem and have escalated the issue to my supervisors. We should have a solution for you shortly.”
“We’ve managed to isolate the issue with [your billing]. Our team should be able to resolve this for you within a maximum of [24] hours.”

Empathy statements for dealing with rude or angry customers :-
“Please be mindful of your language while talking to our team. We would be able to resolve your issue only if you maintain respectful communication.”
“We would appreciate it if we all could communicate calmly and professionally.”
“You’re right—you should’ve received an email informing you of the [policy change]. We’re really sorry for the error and will make sure it doesn’t repeat itself in the future.”
“We understand that you’re angry. But our team would be unable to help you further if you continue using a disrespectful tone with our reps.”
“We would appreciate your patience and understanding while our team works to fix the issue for you as quickly as possible.


“Thank you for chatting with us today. We hope that your issue has been fully resolved. If you have any further questions or concerns, please don't hesitate to reach out to us. Have a great day!”
“Thank you for using our live chat service, [customer name]. I am now closing this chat. If you have further questions, please feel free to contact us again. Have a pleasant day ahead!”
“Hey [customer name], it appears that you are no longer available to chat. If you have any further questions or concerns, please don't hesitate to reach out to us. I am now closing this chat. Have a great day!”
“Thanks for contacting us, [customer name]. If you experience further issues, you can contact us via [email] or [phone number] as well. Our customer service team is available 24/7 to assist you. You can also visit our website for additional information and support resources.”
“Thank you for chatting with us today. If you still have questions or concerns, please don't hesitate to reach out to us again. You may also want to try our self-help resources [list of resources] or contact us at [contact information]. See you!”







* I’m truly sorry to hear about your experience.”
* “I realize how upsetting this must be”, “I understand that this has been inconvenient for you”, and “I appreciate your patience in this matter.”
'* 'I'm so sorry to hear about your loss // I don't know how you feel, but I am here to help in any way I can.


1 Will definitely try and make sure that it gets sorted (only when you are sure of the resolution being offered)
2. I regret the inconvenience caused. (cx' concern)
3- It's my pleasure to be able to help
4- I’m truly sorry to hear about your experience
5- “I understand that you may not have had a better experience, let’s see what best I can do to help you.”
6- “I wish I could have done that for you however currently that option isn’t available.
7- I appreciate the business that you are doing with us.


Deploy Clean Call Flow :

1. Paraphrasing – Every agent to follow below on calls
a. After traveler request is listened, rephrase it clearly :
i. Is it a cancel/change/refund request
ii. What is traveler expectation
iii. What are you (agent) doing to or check
iv. Take acknowledgement from the traveler – “I hope I captured your request clearly”

2. Setting Expectations : Proactively set expectations with the traveler on below points :
i. What is the cancelation policy
ii. Is there any change fee apply
iii. If there any change in fare applicable
iv. Is the FTC applicable
v. Can the carrier be changed
vi. “Before we start, wanted to keep you informed on few important points”

3. Closing to promoter NPS : 100% of agents should use closing statements as below-
i. “I hope I was able to solve your query today and we appreciate your business with Expedia [BRAND]”
ii. “Thanks for being a valuable customer for Expedia [BRAND] and for choosing us as your travel partner”
iii. “I hope I was able to serve you today and we appreciate you choosing us in your travel journey”

4. IMP reminder POWER Statements throughout the call :
i. “I will try my level best to solve it for you”
ii. “Please stay connected while I make the best attempt to find the available options for you”

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What we need to do immediately – On every cancel, refund or reconfirmation call, agents need to use below statements to CELEBRATE the solve –
1. “I am VERY happy to confirm you that we are able to cancel this flight/reservation for you”
2. “I am feeling very happy to confirm that refund on this flight has been initiated and I am glad we are able to solve this for you”
3. “Glad I was able to assist you with the clarification and we appreciate your business with Expedia [Brand]”

How it will help? –
1. Traveler will remember the effort the agent took to solve the query.
2. They will remember Expedia able to help them
3. We will be able to convert maximum of these easy call types into our Promoters

20 empathy statements for customer service

“Thank you for bringing this to our attention”
“Thank you for taking the time to drop us a line”
“I’m sorry you went through this”
“I’m sorry you’re facing this issue”
“I understand how you feel”
“I would do the same if I were in your position too”
“Your anger/frustration is completely justified”
“If I’ve understood what you’re saying correctly, you’re facing/having trouble with {customer’s issue}”
“Please let me know if my understanding of your problem is accurate - {customer’s issue}”
“To sum up, {customer’s issue}”
“Just to be clear, {customer concern}”
“I’m sorry but I can’t help you with this since our policy does not allow for it”
“This isn’t a part of our customer service/company policy, so I’m afraid I can’t process this request”
“Hey {customer name}, I’m afraid this is taking longer than expected. The good news is that you can expect to hear from us by {date}”
“Hey {customer name}, just wanted to let you know that we’ve begun implementing the solution for this issue”
“The {team name} has added this to their queue, and you can expect a solution by {date}”
“Here’s what you can do –”
“We’re going to {solution}”
“Have you tried – {solution}”
“This help guide has step-by-step instructions can help you fix your issue”

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