Customer Experience5 min read

Customer Service Phrases That Build Trust

The words your team uses shape how customers feel about the whole business. A few small phrases can turn a tense moment into a trusted one.

The Short Answer

Customer service phrases that build trust include: I can help with that. Here is what I can do. Thank you for your patience. I understand why that is frustrating. Let me find out for you. I will follow up by this time. Is there anything else I can help with? Avoid phrases like that is not my department, it is our policy and calm down.

Words matter most in tense moments. Qualtrics XM Institute found customers cut spending 38% of the time after a very poor experience. How a frontline employee speaks in that moment can decide whether the customer stays.

Language is free. It is one of the fastest ways to improve customer experience.

Phrases

Ten phrases that build trust

  1. I can help with that.
  2. Here is what I can do for you.
  3. Thank you for your patience.
  4. I understand why that is frustrating.
  5. Let me find out for you.
  6. I will follow up by this time.
  7. You are right, we should have caught that.
  8. I am glad you told us.
  9. Is there anything else I can help with?
  10. Thank you for choosing us.

Phrases to retire

That is not my department. It is our policy. There is nothing I can do. Calm down. You will have to call back. Each of these shuts the customer out. Replace them with what you can do and who can help.

Make promises you can keep

I will call you back by 3 p.m. today builds trust only if it happens. Specific promises, kept, are the strongest phrases of all.

Practice the hard ones

Teams should rehearse what to say in difficult moments so the words come naturally. See How to Handle an Angry Customer.

Words that build trust are part of The Power of Small Moments. See also Words That Build Trust and How to Show Empathy to Customers.

Your Takeaway

Phrases like I can help with that, here is what I can do, I understand why that is frustrating and I will follow up by this time build trust. Retire phrases like that is not my department and it is our policy, and practice the hard moments.

Questions

Frequently asked questions

What are good customer service phrases?
I can help with that. Here is what I can do. Thank you for your patience. I understand why that is frustrating. I will follow up by this time.
What should you never say to a customer?
That is not my department, it is our policy, there is nothing I can do and calm down.
How do you speak to an upset customer?
Acknowledge how they feel, stay calm, explain what you can do and make a specific promise you will keep.
Should customer service teams use scripts?
Key phrases help, but people should sound natural and adapt to the customer.
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Chris Sund, keynote speaker and author of You Are Capable of More

Chris Sund
President and COO of Uniti Med, GQR Healthcare and Nebula. Bestselling author of You Are Capable of More, winner of the How-To category at the 2026 Paris Book Festival, and a contributor to Inc. and Forbes.

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