Avoid common phrases that may give the wrong impression

Some common remarks may be misinterpreted by more sensitive customers. To assure your customers that they're getting the finest service, use more sympathetic language, avoid common phrases. For example:

"When did you place your order?"

Answering a question with a question can appear defensive or rude. Phrase it more gently: "I'll be glad to help you. May I have the date of the order?"

"I'm sorry, we've been very busy."

This most common of excuses might rankle some customers, who may take it to mean that some other, "more important" business took priority over theirs. Avoid offering excuses and simply say: "I'm terribly sorry about the delay. Let's see what we can do for you."

"I'll try or "I’ll do my best."

These comments may sound insincere. They might be taken as warnings, by some customers, not to expect anything or that you’re going through the motions. Be frank with the customer. If you foresee problems, say what they are at the outset. Then tell the customer exactly how you are attempting to help them and what alternatives exist if you can't.

"Will there by anything else?"

This may signal impatience on your part. When it's time to bring the conversation to an end, try to close on a note of concern for the customer's needs: "If we've covered everything, I'll get going on your order."