8 Phrases Call Center Agents Must Avoid (and What to Say)

There are certain things call center agents must avoid saying during customer interactions in a modern contact center, as they can negatively affect customer experience and potentially lead to loss of business. Agents must be cautious with their language, even subconsciously, as inappropriate phrases can damage client relationships.

Salesforce has designed an infographic to help agents recognize phrases that should never be used during customer calls.

Some key points to consider:

• Customer care agents must avoid saying things that make customers feel unvalued or frustrated.
• Certain phrases, although commonly used, may come across as insincere, dismissive, or even rude.
• Proper training and continuous coaching on what to say and what to avoid is critical to improving customer satisfaction and loyalty.
• Replacing negative or clichéd responses with professional and positive language enhances the overall customer experience.

The article emphasizes that agents need to focus on authentic communication and avoid automatic or robotic responses that customers can detect easily.

8 phrases to avoid—and what to say instead

• “Your call is important to us.”

  Why to avoid: Customers often hear this during long waits, so it can feel hollow or even sarcastic. If the experience doesn’t match the promise, trust erodes.

  Say instead: “Thank you for waiting. I’m here to help, and I’ll stay with you until we resolve this.” Pair reassurance with action and ownership.

• “Please hold for a moment.”

  Why to avoid: It’s vague, and “a moment” can stretch indefinitely. Customers dislike uncertainty and one-sided decisions.

  Say instead: “May I place you on a brief hold for up to two minutes while I check this? I’ll update you as soon as I’m back.” Always ask permission, set a clear time expectation, and return on time with a status update.

• “Thank you for your feedback.”

  Why to avoid: Used mechanically, it sounds scripted and dismissive, especially after a customer has described a painful issue.

  Say instead: “Thanks for calling this out. I can see how that impacted you. Here’s what I’ll do next…” Acknowledge specifics and outline the next step so the customer feels heard and helped.

• “No problem.”

  Why to avoid: It can imply there was never a problem, or minimize the customer’s effort or concern. In some contexts it sounds casual or flippant.

  Say instead: “You’re welcome—happy to help.” or “Absolutely, I’ll take care of this for you.” Keep it professional and reassuring.

• “I don’t know.”

  Why to avoid: On its own, it signals a dead end and undermines confidence in your ability to help.

  Say instead: “That’s a great question—let me find out. This may take about two minutes; I’ll stay with you and get the exact answer.” Commit to action, set expectations, and follow through.

• “I’m sorry you feel that way.”

  Why to avoid: It focuses on the customer’s feelings rather than the issue, which can come across as deflecting responsibility and lacking empathy.

  Say instead: “I’m sorry for the inconvenience this caused. I understand it’s frustrating. Here’s what I can do right now…” Validate the experience and pivot to resolution.

• “You should have…”

  Why to avoid: It sounds like blame and can escalate tension. Customers call for help, not criticism.

  Say instead: “Here’s what we can do now to fix this, and a tip to make it easier next time.” Focus first on the immediate solution, then offer guidance as a value-add.

• “We’ve never had this issue before.”

  Why to avoid: It suggests the problem is unusual or the customer is at fault, and signals you may be unprepared.

  Say instead: “Thanks for flagging this. I’ll investigate and keep you updated while we work on a fix.” Show appreciation, ownership, and a plan.

Make replacements feel authentic, not scripted

Language upgrades only work when they sound natural. Customers immediately pick up on robotic delivery, even if the words are technically “right.” Help agents internalize intent, not just memorized lines:

• Use the customer’s own words to personalize acknowledgment and clarify the issue.
• Replace filler with specifics: name the action, owner, and timeline (what, who, when).
• Mirror the customer’s pace and tone professionally—calm, steady, and reassuring.
• Close loops: summarize what was done, what’s next, and how to reach you if needed.

Beyond phrases: Process missteps that hurt experience

Even the best words won’t fix broken processes. The following pitfalls amplify frustration and make otherwise good language ring false:

• Long wait times without updates: Silence breeds anxiety. Offer callbacks, provide realistic queue estimates, and share status updates if a wait is unavoidable, and use an IVR system to route callers efficiently.
• Asking customers to repeat themselves: Repetition signals disconnection. Use available context from prior interactions and confirm details briefly rather than re-collecting them.
• Promising and not following up: Missed commitments erode trust fast. If an action requires time, schedule a concrete follow-up with date, channel, and owner—and then close the loop proactively.

When processes support agents with the right information at the right time, empathetic language becomes easier, faster, and more consistent.

Coaching agents to replace “auto-pilot” talk with purposeful communication

Improving call language is a continuous effort, not a one-time script update. Teams can build lasting habits with:

• Scenario-based practice: Role-play tough calls (billing disputes, outages, policy exceptions) and pressure-test alternatives that express empathy and ownership.
• Micro-coaching on live examples: Review short call snippets to highlight where a phrase landed poorly and what a stronger replacement sounds like.
• Clear language guidelines: Provide a concise “say this instead” playbook for common moments—greeting, placing on hold, delivering bad news, and setting timelines.
• Emphasis on clarity and brevity: Plain language beats jargon. Short, specific sentences are easier for both agents and customers.
• Reinforcement through QA: Include tone, empathy, and expectation-setting in scorecards—not just compliance and resolution codes.

Putting it all together

Words shape the customer’s perception of your brand in seconds. Avoiding phrases that feel insincere (“Your call is important to us”), vague (“Please hold for a moment”), dismissive (“No problem”), or deflecting (“I’m sorry you feel that way”) helps agents demonstrate empathy and ownership from the first interaction. Replacing these with clear, accountable language—paired with reliable follow-through—builds trust and reduces friction.

Furthermore, long wait times, requiring customers to repeat information, and failing to follow up on promises are also highlighted as common mistakes leading to poor customer experiences. When agents have supportive processes and simple, authentic phrasing, they can move from scripted responses to meaningful conversations—strengthening relationships and improving satisfaction call by call.

In sum, focusing on mindful language and consistent behavior equips teams to resolve issues faster, reduce escalations, and deliver a customer experience that feels human, competent, and trustworthy.