CUSTOMER SERVICE PHRASES
Happy to help!
I see what you mean
Thanks for reaching out.
I totally understand.
I’m not sure, let’s find out!
I know this must be frustrating.
I’m sorry to hear that you’re having trouble with
this.
We’re working on a solution for this.
I’d feel the same way!
Would you mind …?
That is super helpful!
From what I understand…
Let me know if you have any other questions.
Thanks for giving us a heads-up!
I’ll let my team know about this.
Is there anything else that you need help with?
I can absolutely help you with that!
How’s your day going?
I just wanted to update you…
We really appreciate you!
May I ask why that is?
I’ve read through your request.
I will be happy to assist you.
Certainly!
How can I assist you today?
Let’s resolve this together.
Let’s see how we can solve this together.
I can see how that might have been confusing.
Let’s explore what options are available.
Let me find out for you right away.
Thank you for your patience while we handle
this.
GREETING AND INTRODUCING
Hello. Thank you for calling Expedia. This is Linh.
How may I help you?
EMPATHY
I understand how frustrating that must be.
That would upset me, too.
I’m sorry you’re getting through this.
Thank you for bringing that to our attention.
I absolutely understand why you would want
that
Thank you for understanding.
I am really sorry that you are experiencing
{Issue}. Let me see how we can resolve it now.
I completely understand your frustration and I
apologize for the inconvenience. Let me look
into it and fix it for you.
We apologize for the inconvenience you are
experiencing. I’ll look into it right now and get
back to you with more details.
We are deeply sorry about {Issue}. I will check
with my supervisor right away, and see how we
can solve this {Issue} for you. Thank you for your
patience.
OFFER SOLUTIONS
While we’re unable to do that, here what’s we
can do.
Here’s one way we can resolve this issue.
I will make sure this gets resolve quickly.
I think the best way to go about your {Issue} is Thanks for your patience and understanding.
to do the following… We’ll resolve this as discussed.

May I suggest you try {This} or {That}… Please let me know if there’s anything else
you’d like to discuss.
I looked into your issue with {X} and here is the
solution that would fix your problem. You can expect an update from us by
(date/time).
PUTTING SOMEONE ON HOLD
Please let us know if there is anything else we
Can I put you on hold for a moment, please?
can help with.
[Name], is it okay if I put you on hold for a few
POWER WORDS
seconds while I check with [Name] about this?
I appreciate that.
Would you mind for holding for just a moment?
Absolutely.
If it is ok with you, I am going to put you on hold
for a moment. Definitely.

CLARIFYING AND ASKING FOR REPETITION Thank you for being our customer.

I’m sorry, I didn’t catch that. Could you please Uh-huh

repeat yourself?
Sounds interesting
I’m sorry, do you mean to say…?
Good
Just to clarify, you said…?
Yes, I understand
Would you mind spelling that for me?
That’s right
Would you mind slowing down?
I see
Would you mind speaking a little more slowly?
Could you please tell me more about [topic]
ENDING YOUR CALL
CANCEL A LODGING
Thank you for calling and have great day.
No problem, Name. Hoping for your mother’s
Thank you for your time today. I appreciate the healing
insights.
Thank you for providing your name and the
If you have any further questions, please don’t itinerary number, Mr./Ms. Name. Let me go a
hesitate to reach out. head and pull up the reservation so I could
assist you further.
I’ll work on our next steps and keep you
updated. I have successfully cancelled your reservation on
30th of October 2024.
Let’s schedule another call to continue this
discussion. Thank you for choosing Expedia. This is Linh
once again. Have a wonderful day!
I value your input and look forward to our next
conversation.
CHANGE A LODGING

Just to make sure, you are requesting to change

your reservation from October 15 to October
30, 2021, correct?

Name, I do apologize but the requested date is

not available. We do have an available room
with a slightly higher rate on October 29, 2021.
Would you like to proceed with the reservation?

I was able to reserve a room for you on October

29, 2021, for a Superior Deluxe Room with a
rate of $400 exclusive of service change and
taxes. The inclusions are full buffet breakfast,
pre-dinner cocktails, the use of facilities like the
gym and swimming pool.

This is your new confirmation number. Please

provide this number for your future calls
regarding your reservation.

Would there be anything else aside from the

change of date?