7 Customer Service Phrases to Calm Upset Callers

If you look at the world around you, you will find most people run on tight schedules, juggle deadlines, and constantly try to stay ahead. With so much happening at once, it’s easy for stress to pile up. Sometimes, that frustration spills over into our interactions with others, especially with customer support teams.

Now imagine being on the receiving end of that frustration. For customer service professionals, handling angry or upset callers is all in a day’s work. While they can’t control how a customer feels, they can steer the conversation in a more positive direction with just a few well-chosen words.

When used sincerely and at the right moment, powerful customer service phrases can calm tempers, build trust, and turn a tense exchange into a productive one.

Wondering which phrases actually work and why? Let’s find out.

Power Phrases That Can Turn the Tide

When emotions are running high, the words you choose as a customer service representative can make all the difference. These powerful phrases are bridges to trust, calm, and resolution.

• “I understand your troubles”
  Sometimes, the most valuable thing you can offer is your empathy. A frustrated customer isn’t always looking for immediate answers. Starting with a simple acknowledgment like ‘I understand your troubles’ can help diffuse tension and show the caller that you’re genuinely listening.
• “I’ll definitely do my best to make this right”
  Once you’ve established empathy, it’s time to reassure. Letting the customer know you’re actively working toward a solution sets a constructive tone. A phrase like ‘I’ll definitely do my best to make this right’ communicates effort, accountability, and your intent to help.
• “If I can’t fix this myself, I’ll get someone who can”
  No one likes being bounced between departments. However, being honest and proactive about it helps. Rather than leaving the customer hanging, you can say something like ‘If I can’t fix this myself, I’ll get someone who can’. Even better, you can offer a callback from the right person. It shows initiative and respect for the customer’s time. For teams handling large call volumes, leveraging solutions like a cloud contact center can streamline this process and enhance the customer experience.
• “Here’s what’s worked in similar cases”
  When offering solutions, context helps. Sharing real examples, such as ‘Here’s what’s worked in similar cases’ makes your suggestions feel grounded, practical, and reassuring. It also gently reminds the customer that their issue isn’t insurmountable.
• “To resolve this quickly, I’d recommend…”
  Clarity and direction matter in situations where urgency is clear due to rising anger or a tight deadline. Phrases like this one can help focus the conversation on actionable steps rather than circular complaints.
• “Here’s what I can do for you”
  Once you’re ready with a solution, confidently saying ‘Here’s what I can do for you’ gives the customer something concrete to hold on to. It shifts the tone from reactive to proactive and opens the door to closure. Using technologies such as an AI-powered contact center can further empower teams to tailor solutions in real time, ensuring a smoother resolution process.
• “Thank you for your patience”
  Finally, you can wrap up with grace. Even if the call wasn’t perfect, a heartfelt ‘Thank you for your patience’ leaves a positive final impression. It acknowledges their effort to stay on the line and keeps the door open for future conversations.

The Power of the Right Words

Sometimes, it only takes the right words at the right moment to turn frustration into trust.