We’ve all said them. Those classic customer service phrases that feel polite, professional… even helpful.
But here’s the thing: some of the most common expressions in customer service are actually doing more harm than good.
- They sound robotic.
- They irritate customers.
And worst of all? They can ruin the very experience you’re trying to improve.
In our Customer Service Training workshops at Sparkle Training, we help teams ditch outdated phrases and replace them with powerful, customer-friendly alternatives. Today, we’re spilling some of that gold.
Let’s look at 5 phrases you should stop using—and why they might be quietly sabotaging your service.
1. “I’m sorry, that’s our policy.”
Why it’s a problem:
It might be true, but it sounds cold, rigid, and dismissive. Policies exist for good reason, but customers don’t want to feel like they’re fighting a wall.
Say this instead:
“Here’s what I can do for you…”
This keeps the focus on solutions and shows that you care—even if you can’t break the rules.
2. “I don’t know.”
Why it’s a problem:
It might be honest, but it’s not helpful. Saying “I don’t know” shuts down the conversation and undermines customer confidence.
Say this instead:
“That’s a great question—let me find out for you.”
This tells the customer you’re on their side and willing to go the extra mile.
3. “You’ll have to…”
Why it’s a problem:
This phrase subtly blames the customer or gives them homework. No one wants to be told what they have to do when they’re already frustrated.
Say this instead:
“What I recommend is…” or “The best next step is…”
It’s the same direction—just wrapped in guidance and support.
4. “Calm down.”
Why it’s a problem:
Telling someone to calm down usually does the opposite. It feels patronising and dismissive—even if your tone is gentle.
Say this instead:
“I can see this is frustrating, and I want to help.”
A little empathy goes a long way in de-escalating tension.
5. “Is there anything else I can help you with?”
Why it’s a problem:
It’s not a terrible phrase, but it can feel like a script—and sometimes, it sounds like a polite way of saying “please go away now.”
Say this instead:
“Was everything resolved the way you expected today?”
This shows genuine care and gives the customer space to speak up if something’s still off.
Language Matters More Than You Think
Every word you say either builds trust—or chips away at it. In Sparkle’s customer service training, we focus not just on what to say, but how to say it—because even small shifts in tone and phrasing can transform a tense interaction into a loyal relationship.
Want your team to ditch the scripts and shine with confidence, empathy, and impact?
👉 Contact Sparkle Training today for tailored Customer Service Excellence training that’s practical, engaging, and designed to meet the real-world needs of your team.
Let’s make your service sparkle.
Call 1300 611 200 or email info@sparkletraining.com.au