[Agent use only] Excellent Customer Service Phrasing – Help Center

!! Feel free to use the sample phrasing, Do not share the whole article/screenshots with users

Table of content

Sample phrasing for:

Start

Ending - Issue Solved

Ending - Issue unsolved, pending user's item

Ending - Issue unsolved, pending internal items

Ending - User not responding

Ending - User not cooperating

Start:

Thank you for contacting XTrust customer support, this is XX, how can I help you?

Approaches:

Thank you for the information, and we are sorry for the inconvenience. But no worries, I will be more than happy to get into possible solutions with this. You've come to the right place for help!

As I am able to understand, the issue that you are facing, is that …?

I really appreciate you sharing the issue in details.

Don't worry you are in the right place! We will work together on getting this taken care of as quickly as possible!

I'd like to start by asking a few questions.We will then troubleshoot, and if we are unable to resolve the issue here on chat then we can discuss your options! Sounds good?

Could you please share the screenshot with me, so that I can isolate the issue and help you step by step.

Apologize:

We are sorry for the inconvenience, please understand that we want to resolve the issue as much as you want.

Inform user to wait:

My apologies for the inconvenience. Please wait for 2-5 minutes while i check on your account issue.

Please allow me to check on that, your kind patience is much appreciated.

Thank you for your patience, please bear with me for a little longer.

User not responding:

We haven't heard from you in a while. To keep your chat session active, please send us a response and let us know you are still there.

Since we haven't heard from you in a while, we are going to end this chat session/ put this chat session pending, we will be notified any time that you send us a reply. If you still need help, please chat us back.

Ending:

General ending:

Thank you once again for contacting us, it was a pleasure helping you, we will soon end this conversation so I can attend other users. Please leave us a feedback after this session. Have a nice day!

Issue solved:

Thank you once again for contacting us, and we hope we have addressed your issue well, please leave us a feedback after this session. Have a nice day!

Issue unsolved, pending user’s reply:

Dear user, thank you for contacting us. With regard to your current issue, I will keep this chat conversation pending, once you have the required information/document, you can find us here and continue the conversation. Meanwhile, internal notes will be made under this conversation, so the next agent will understand it fully well.

User not responding:

We haven't heard from you in a while. To keep your chat session active, please send us a response and let us know you are still there.

Ending, User not cooperating:

Dear user, it’s sad to see that we can reach to a mutual agreement. We are sorry that we are unable to resolve your issue without your cooperation. This session will soon be closed, you can alway find us here and we will be happy to assist you.