カスタマーサービス英語：必須語彙とフレーズ

"Thank you for calling"

A standard opening that acknowledges the customer has contacted the business

""Thank you for calling Horizon Support. My name is Sarah. How may I assist you today?""

"How may I assist you?"

A formal, open question used to invite the customer to explain their reason for contacting support

"After introducing herself, the agent said, "How may I assist you?" rather than the informal "What do you want?""

"I'll be happy to help you with that"

A positive phrase that signals willingness and a helpful attitude before addressing the customer's issue

""I'll be happy to help you with that. Could you please provide your account number so I can pull up your details?""

"May I have your name, please?"

A polite request to obtain the customer's name at the start of an interaction

"The agent began the verification process by asking, "May I have your name, please, so I can locate your account?""

"Thank you for your patience"

An expression of gratitude used when a customer has waited or experienced a delay

""Thank you for your patience while I was reviewing your account. I now have all the information I need.""

"I understand how you feel"

An empathy statement that acknowledges the customer's emotional state without necessarily agreeing with their position

"When the customer expressed frustration about the delay, the agent responded, "I understand how you feel, and I sincerely apologise for the inconvenience.""

"Is there anything else I can help you with?"

A closing question used to check whether the customer has additional needs before ending the interaction

"After resolving the billing issue, the agent asked, "Is there anything else I can help you with today?""

"I'm sorry to hear that"

A sympathetic opening response when a customer describes a problem or negative experience

""I'm sorry to hear that your order arrived damaged. Let me look into this for you right away.""

"I sincerely apologise for the inconvenience"

A formal apology that acknowledges the customer has been put out by the problem, without admitting legal liability

""I sincerely apologise for the inconvenience this has caused you. We take this matter very seriously.""

"I completely understand your frustration"

An empathy phrase that validates the customer's emotional response and demonstrates active listening

""I completely understand your frustration — waiting three weeks for a delivery is unacceptable, and I want to fix this for you.""

"Let me look into this for you"

A phrase that signals the agent is taking ownership of the issue and will actively investigate it

""Let me look into this for you. I'm going to place you on a brief hold while I access your order history.""

"escalate the issue"

To pass a complaint or problem to a higher level of authority or a specialist team when the current agent cannot resolve it

"When the standard refund process failed, the agent told the customer, "I'm going to escalate this issue to our senior resolutions team.""

"root cause"

The underlying reason why a problem occurred, as opposed to the immediate symptom the customer experienced

"The quality team conducted an investigation to identify the root cause of the repeated billing errors."

"as a goodwill gesture"

An additional benefit or compensation offered to a customer not because it is required, but to restore goodwill after a poor experience

""As a goodwill gesture, I'd like to apply a £10 credit to your account for the trouble you've experienced.""

"take ownership"

The principle that the agent who receives a complaint is responsible for seeing it through to resolution, rather than passing it to another team

"The training programme emphasised that agents must take ownership of every issue they receive, even if it requires internal escalation."

"complaint resolution time"

The total time elapsed from when a complaint is first received to when it is fully resolved to the customer's satisfaction

"The team set a target complaint resolution time of 24 hours for all tier-one service issues."

"active listening"

Fully concentrating on a customer's words, asking follow-up questions, and summarising to confirm understanding

"The supervisor praised the agent's active listening skills, noting how she always summarised the issue back to the customer before responding."

"just to confirm"

A phrase used to paraphrase or repeat back information to ensure both parties share the same understanding

""Just to confirm — you'd like to cancel your subscription effective from today and receive a pro-rata refund. Is that correct?""

"bear with me"

A polite request for the customer to wait a moment while the agent performs a task or retrieves information

""Bear with me for just one moment while I transfer you to the correct department.""

"I'd like to clarify"

An opening phrase used when the agent needs to correct a misunderstanding or provide additional information

""I'd like to clarify that the 30-day return window begins from the date of delivery, not the date of purchase.""

"Could you elaborate on that?"

A polite request for the customer to provide more detail about a particular aspect of their issue

""Could you elaborate on that? I want to make sure I fully understand the problem before I suggest a solution.""

"set realistic expectations"

The practice of giving customers accurate and honest information about timelines, outcomes, and limitations

"Rather than over-promising, the agent chose to set realistic expectations by explaining the full resolution process would take up to five business days."

"tone of voice"

The overall attitude, warmth, and professionalism conveyed through the manner of speaking, regardless of the words used

"The call monitoring report noted that the agent's tone of voice remained calm and reassuring throughout the difficult interaction."

"call wrap-up"

The final stage of a customer service call, including summarising actions taken and confirming the customer's satisfaction before disconnecting

"During call wrap-up, the agent confirmed the replacement order number, the expected delivery date, and asked if there was anything further he could help with."

"troubleshoot"

To systematically identify and fix the cause of a technical problem by testing possible solutions one by one

""Let's troubleshoot this together. First, could you tell me whether the issue occurs in all browsers or just one?""

"hard reset"

A procedure that completely restarts a device or system by cutting off power, clearing its temporary memory

""I'd like you to perform a hard reset by holding the power button for ten seconds until the device shuts off completely.""

"clear your cache"

The process of deleting temporary data stored by a browser or app that may be causing display or performance problems

""Before we try anything else, please clear your cache and cookies and then attempt to log in again.""

"remote access"

The ability for a support agent to view and control a customer's device screen over the internet to diagnose or fix issues

""If you're comfortable with it, I can request remote access to your screen so I can see the error message directly.""

"known issue"

A problem that has already been identified and documented by the technical team, indicating a fix is in progress

""I can see this is actually a known issue affecting some accounts in your region. Our engineering team expects to have a fix deployed by Thursday.""

"workaround"

A temporary solution that allows the customer to continue working while the permanent fix is being developed

""While our team works on the permanent fix, I can show you a workaround that will allow you to export your data in the meantime.""

"ticket number"

A unique reference code assigned to a support request, allowing both agent and customer to track the status of an issue

""Your ticket number is CS-489201. Please quote this number if you need to follow up with our team.""

"first contact resolution"

The ability to fully resolve a customer's issue during the initial interaction without requiring a follow-up contact

"The department's first contact resolution rate improved from 62% to 79% after introducing the new diagnostic knowledge base."

"terms and conditions"

The legal rules and requirements that a customer agrees to when purchasing a product or service

""Under our terms and conditions, the warranty period is 12 months from the date of purchase.""

"refund policy"

A company's official rules governing whether, when, and how customers can receive money back for returned products or cancelled services

""Our refund policy states that unused digital products are not eligible for a refund once they have been downloaded.""

"within the warranty period"

A phrase indicating that a defect or failure has occurred while the manufacturer's or retailer's guarantee is still valid

""Since the fault developed within the warranty period, you're entitled to a free repair or replacement at no cost.""

"service level agreement"

A contract between a service provider and customer that defines the expected standard and response times for support

"Under the platinum service level agreement, all critical incidents must be acknowledged within one hour."

"opt out"

To choose to stop receiving communications, services, or charges that were previously agreed to or automatically applied

""If you'd like to opt out of marketing emails, you can do so by clicking the unsubscribe link at the bottom of any email we send.""

"chargeback"

A reversal of a payment initiated by the customer's bank or card issuer, typically following a disputed transaction

"The fraud team investigated a sharp rise in chargebacks that suggested a systematic billing error had affected thousands of accounts."

"discretionary exception"

A case where a representative applies a policy in a flexible way beyond the standard rules, based on individual judgement and authorisation

"The team leader approved a discretionary exception to extend the return window for a customer who had been hospitalised."

"data protection"

The practices and regulations governing how customer personal information is collected, stored, and used by the company

""For data protection purposes, I'm required to verify your identity before I can discuss the account details with you.""

"Net Promoter Score"

A metric that measures how likely customers are to recommend a company to others, scored on a scale of 0 to 10

"Following the service overhaul, the Net Promoter Score rose from 34 to 61, reflecting a significant improvement in customer loyalty."

"average handle time"

The average total duration of a customer interaction, including talk time, hold time, and after-call work

"The team's average handle time decreased by two minutes after agents were trained on the new knowledge base."

"customer satisfaction score"

A simple survey metric asking customers to rate their satisfaction with a specific interaction, typically on a scale of 1 to 5

"The post-call survey showed a customer satisfaction score of 4.6 out of 5 for the billing support team."

"call abandonment rate"

The percentage of incoming calls where the customer hangs up before speaking to an agent, often due to long hold times

"A call abandonment rate above 8% prompted the manager to increase staffing levels during the afternoon peak period."

"quality assurance"

A systematic process of monitoring and evaluating customer interactions to ensure they meet defined service standards

"The quality assurance team reviewed ten calls per agent per month and provided structured coaching feedback."

"knowledge base"

A structured internal or external database of articles, FAQs, and guides that agents and customers can search to find answers to common questions

"The updated knowledge base reduced average handle time by giving agents instant access to step-by-step troubleshooting guides."

"agent utilisation rate"

The proportion of an agent's scheduled time that is spent on productive work such as calls, chats, and follow-up tasks

"Management aimed to maintain an agent utilisation rate of around 80%, leaving room for training and unplanned contacts."

"customer effort score"

A metric measuring how much effort a customer had to exert to get their issue resolved, with lower scores indicating better service

"The new self-service portal significantly reduced the customer effort score by allowing account changes without contacting support."