Notes

some woww or apologise lines
I’m not able to reproduce the issue that you’re describing. Would you be comfortable with having a video chat conversation?
Hmmm…
I’m having some trouble diagnosing this issue. would help us get to the bottom of this more quickly. Does that sound okay?
We have a pretty neat tool that would help with this.

I hear you. I’m sorry that you’re still having trouble with this. I’m going to talk to my team to see what else we can do here.
I’m sorry that this hasn’t worked out as you expected.
I’m going to work on getting this right for you as soon as possible. Give me just one second, and I’ll message you again once I have something.
We’re very sorry, but the [deal the customer is looking for] isn’t taking place any longer.
I can see why you’d want that! I’m sorry, but it’s not something that we currently offer right now.
I’m sorry that the last recommendation didn’t work as expected. Can you try this one?
Ah! Sorry to hear about the trouble, but I have good news: here’s how you can fix it:

Transferring and putting people on hold
Thanks for reaching out! Right now, I’m not the best person to help with this. I’m going to connect you to my colleague [Name] in the [Name of the Department] Department. Do you mind waiting a moment while I explain to [Name] what you’ve just explained to me?
I appreciate you explaining that to me. I’m going to connect you to our [Name of Team] team. I’ll let them know what you’re reaching out about. 🙂
I just need to check something. Do you mind if I put you on hold for a moment?
Great question! I want to pull up your account details to check it out. Can I put you on hold?
Sorry about the wait! All of our agents are helping others right now. If you don’t mind waiting for just a few minutes, we’ll reach back out as soon as possible.
All our agents are busy right now. You can expect to wait [this long] until the next agent is free to chat with you.
Thanks so much for being patient! We’ll be with you soon.
Thank you for waiting! I’m here now—sorry about that wait.

Asking for more information
We need just a bit more information before getting this resolved. Do you mind sending along [any additional information that you need]?
Happy to help with this! I just need a bit more information from you. Please enter [any additional information] into your account settings at [link].
Do you mind confirming your billing address for me?
Sure thing! Just to confirm, can you share the last four digits of your credit card and the expiration date?
Yep! Happy to get this going. Do you mind sharing the zip code that you entered with this order?
Happy to help out with this. Do you mind sending me the account number that you see at the top of your bill?
I hear you. That stuff can be hard to find. If you don’t have access to that, would you mind providing [other verification information]?

Let me check that I have this right…”

“Let me see if I have this correct, you want me to…” or “You would like for me to…?”

“If I understand you correctly…”

“Tell me more about…”

“So you are saying that…correct?”

How to say “I don’t know”
“That is a good question, let me find out for you.”

“I’m not sure, but let me find out for you.”

“I’m sorry, I don’t have the information on that. May I put you on hold for a few minutes? I will clarify this with our manager.”

“I’m sorry, I don’t have the information on that. May I have your email/phone number? I will find this out with our accounting department and get back to you shortly.”

“I’m sorry, this question would be out of my expertise, but Daniel from the tech support department will be able to help you. Would you like me to connect you with him?”

How to handle complaints and angry customers
Start by showing sincere sympathy and understanding, acknowledge the customer’s feelings.

“I am really sorry this has happened. Let me see if I can find a solution to it.”

“I’m really sorry about that. Tell me what happened.”

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

Express your willingness to help commit till you find a solution or compromise to deal with the issue.

“I’m sorry you are not happy with our product/with your purchase. Let’s see what we can do to make things right.”

“I’m sorry you didn’t receive your purchase on time. Let me find out what I can do to make it up to you.”

“I’m sorry this has happened. I understand your frustration, and I will do my best to help you.”

How to handle several clients simultaneously
Jerry, let me review your transaction history. Please bear with me for a few more minutes.”
“I’m sorry for the delay on my part. I am pulling up your account details. Please allow me another minute. I’ll be back with you right away”

How to wrap up the call
“If any other questions arise, please feel free to contact us at any time. Thanks so much for calling. Good bye.”

Asking for contact details
Hi, “customer name”. May I request you to share your contact details?
Hi, “customer name”. Would you like to know more about the subscriptions for “product or service name”? If you want I can detail you.

Providing alternate options
May I request you to go through the “solutions” as a better option for the “problem”?

I would like to recommend “solution” that fits your requirements.

Hello, I will need your contact details to update the further process. Kindly provide your phone number, email etc.

“Thank you for chatting with us today. Have a nice day. Good bye.”