Customer Service English: Helping, Apologising and Staying Calm

Customer service is part of many jobs: shops, restaurants, hotels, banks, call centres, delivery, repair and support teams. Customers may be happy, in a hurry, confused or angry. In every case, they want the same few things: to be heard, to get clear information and to have the problem solved. If you follow a simple method and have the right phrases ready, you can stay calm and professional, even when English is not your first language.

A simple method: LEAP

1. Listen. Let the customer finish. Do not interrupt. Take notes.
2. Empathise. Show you understand how they feel.
3. Act. Solve the problem, or explain clearly what you will do.
4. Perform the follow-up. Check that they are happy, and do what you promised.

You can use any similar method. The point is a clear order: listen first, then solve.

Greeting the customer

Good morning, welcome to Sunrise Hotel. How can I help you?
Hello, thank you for calling Fast Fix. My name is Priya.
Hi, can I help you find something?
Please take a seat. I will be with you in a moment.

Finding out what the customer needs

What can I do for you today?
Could you tell me what happened?
When did you first notice the problem?
Do you have your order number or receipt?
Could I have your name and phone number, please?
Let me check that I understand. The parcel did not arrive, is that right?

Repeating the problem back in your own words shows you were listening, and it prevents mistakes.

Showing empathy

I understand. That must be frustrating.
I am sorry to hear that.
Thank you for telling us. I will help you with this.
I can see why you are upset.

Empathy is not agreeing that the company is wrong, and it is not taking the blame personally. It is showing the person that you care about their problem.

Apologising

I am sorry for the inconvenience.
I apologise for the delay.
Sorry about that. Let me fix it for you.
I am sorry we did not meet your expectations.

• Apologise once, clearly, then move to the solution. Many apologies without action sound empty.
• Say what you are sorry about.
• Never blame a colleague or another team in front of the customer.

Solving the problem

Here is what I can do. I can send a replacement today, or I can
give you a refund. Which would you prefer?
I will check with my supervisor and call you back by 3 pm.
It will take about two days. I will send you an email with the details.
I will update you as soon as I have news.

Give choices when you can. Promise only what you can really do, and then do it on time. If you do not know, say you will find out, and give a time when you will reply.

When you cannot say yes

I am sorry, but I am not able to do that. What I can do is...
Unfortunately, that is outside our policy. However, I can offer...
I understand your request. I will need to ask my manager.
Let me explain why this is not possible, and what we can do instead.

A refusal with a reason and an alternative is much easier to accept than a plain no.

Angry customers

1. Stay calm. The anger is about the problem, not about you. Breathe, and speak slowly and at a low, steady volume.
2. Let them speak. Do not interrupt or argue. Often anger falls after people have been heard.
3. Show empathy and apologise. I understand, I am sorry.
4. Ask questions to find the facts.
5. Move to action. Say what you will do and when.
6. Do not promise what you cannot do, and do not make excuses.
7. Get help. If the customer is abusive, threatens you or you feel unsafe, follow your company's rules and call your supervisor or security. You do not have to accept abuse.

Chat and email support

Hello Ms Okafor, thank you for contacting us. I am sorry that your
order arrived damaged. I have arranged a replacement, and it will be
sent tomorrow. You will receive a tracking number by email. Is there
anything else I can help you with?

• Greet by name, and thank the customer.
• Answer the question first, then add details.
• Write short sentences, and avoid slang and emojis unless your company style allows them.
• Re-read before sending, especially for spelling and numbers.

Ending the conversation

Is there anything else I can help you with?
Thank you for your patience.
Thank you for calling. Have a good day.
If you have any other questions, please do not hesitate to contact us.

Tone and body language

• Smile, even on the phone. People can hear it.
• In person, keep an open posture, eye contact where it suits the local culture, and a calm voice.
• Use the customer's name, politely.
• Different cultures have different habits about distance, eye contact and politeness. Watch and learn what customers in your area expect.

Your task

1. Write a short script for your most common customer situation, using greeting, empathy, solution and ending.
2. Role-play an angry customer with a friend, using the LEAP steps. Ask for feedback on your tone.
3. Write a reply to a customer complaint by email or chat in under 80 words.

How to check it worked

• Your script has a greeting, one apology, a clear action and a polite ending.
• Your reply names the problem, gives the next step and a time.
• Your friend says that you sounded calm and clear.