15 Phrases Call Center Agents Should Never Use

Customer service agents can sometimes use phrases—out of habit, stress, or lack of training—that make customers feel brushed off or unimportant. Consistent coaching on “what to say” and, more importantly, “what not to say,” helps increase satisfaction and loyalty. By replacing displeasing phrases with clear, professional, and empathetic language, teams can resolve issues faster and create better experiences without overpromising. A modern contact center also helps enforce consistent language across calls and channels.

Below are 15 phrases that a customer service representative must avoid when conversing with a customer, along with better ways to communicate the same intent.

1. We Prioritize You

Customers know every brand serves many people, so this often sounds like empty flattery. It’s better to demonstrate priority through transparency and action.

• Say this instead: “I’ve logged your request as ticket #45823 and will update you by 4 PM today.”
• Tip: Set expectations clearly with a realistic timeline and next steps.

2. Please Hold for a Moment

“A moment” is vague and can erode trust if the hold extends. Ask permission, give an estimate, and offer options if the wait is long. Features like an IVR system with callback options can reduce hold times.

• Say this instead: “May I place you on a brief hold of up to two minutes while I check this? If you prefer, I can call you back.”
• Tip: Check back periodically if the hold exceeds the estimate.

3. Thank You for Your Feedback

Used mechanically, this sounds insincere. Personalize your appreciation and reflect back what you heard to show you’re taking it seriously.

• Say this instead: “Thank you for pointing out the delay with your last order. I’m documenting this so we can fix it, and here’s what I’ll do next…”
• Tip: Tie gratitude to a clear action.

4. “I Don’t Understand”

This can feel dismissive, as though the issue is the customer’s fault. Use clarifying language that shows active listening and collaboration.

• Say this instead: “Just to confirm, the issue starts after you update the app, correct? If I’m off, please help me pinpoint where.”
• Tip: Paraphrase the problem to align on details.

5. “I Can’t Help With That”

Shutting down a request frustrates customers. If you’re not the right person, own the path to resolution by guiding or transferring with context.

• Say this instead: “I don’t have access to billing, but I’ll connect you to our specialist and brief them so you won’t repeat yourself.”
• Tip: Stay accountable until the handoff is complete.

6. “That’s Our Policy”

Policies matter, but leading with them sounds unhelpful. Explain the “why,” explore alternatives, and show flexibility where possible.

• Say this instead: “Here’s why we do it this way. That said, I can offer X or Y as an alternative—what would work better for you?”
• Tip: Pair guardrails with options.

7. “Let Me Try to Do That”

“Try” signals uncertainty and weak commitment. Use confident, solution-oriented phrasing that assures action.

• Say this instead: “I’ll get this updated for you now. If anything blocks me, I’ll let you know immediately and offer the next-best option.”
• Tip: If success depends on others, state the plan and fallback clearly.

8. “I Don’t Know”

Not knowing is fine—leaving it there isn’t. Validate the question and commit to finding the answer.

• Say this instead: “Great question—I want to get you the correct info. Give me a moment to confirm, and I’ll be right back with an answer.”
• Tip: Provide a timebound update if it requires research.

9. “That’s Not My Job”

This hurts trust and signals siloed service. Even when it’s outside your scope, show ownership of the customer’s journey.

• Say this instead: “I can’t process refunds directly, but I’ll coordinate with our refunds team and keep you posted.”
• Tip: Warm transfer or follow up proactively.

10. “You Misheard Me”

Blaming the customer damages rapport. Take responsibility for clarity and restate the information clearly.

• Say this instead: “I may not have been clear—let me rephrase: your plan includes A and B, and C is an add-on.”
• Tip: Slow down, avoid jargon, and confirm understanding.

11. “Can You Remind Me of Your Name and Phone Number?”

Repeatedly asking for details feels inattentive. Use available tools and only re-verify when required for security.

• Say this instead: “I have your name as Jordan Lee and your number ending in 4921—thank you for confirming.”
• Tip: Reference what you see on-screen to reduce repetition.

12. “Calm Down”

Telling someone to calm down often escalates emotions. Acknowledge their feelings and refocus on the solution.

• Say this instead: “I can hear how frustrating this is. I’m here to help, and the fastest way forward is X—may I proceed?”
• Tip: Use a steady tone and empathy statements.

13. “Why Can’t You…” or “How Many Times Have I Said…”

Accusatory language creates defensiveness. Replace blame with guidance and step-by-step support.

• Say this instead: “No worries—let’s walk through it together. First, open your settings and tap ‘Notifications’.”
• Tip: Break instructions into small, confirmable steps.

14. “Sorry for the Inconvenience” (without empathy or action)

Generic apologies feel hollow without tangible steps. Pair empathy with a clear remedy or follow-up.

• Say this instead: “I’m genuinely sorry for the delay with your shipment. I’ve expedited a replacement at no cost and will email your tracking number within an hour.”
• Tip: State the fix and when it will happen.

15. Robotic or Scripted Phrases

Overly scripted language sounds impersonal and can miss the nuance of the customer’s situation. Personalize while staying compliant and on-brand.

• Say this instead: Use the script as a guide, then tailor: “Given you’re traveling this week, I recommend we…”
• Tip: Mirror the customer’s wording where appropriate to show you’re listening.

Putting It All Together

Across these phrases, a few consistent principles stand out:

• Be specific: Replace vague promises with clear timelines, ticket numbers, and next steps.
• Show ownership: Even when handing off, stay accountable until the customer is in the right place.
• Lead with empathy: Acknowledge feelings, validate concerns, and communicate respectfully.
• Offer choices: When you can’t do A, suggest B or C to keep momentum and agency.
• Confirm understanding: Paraphrase, ask permission, and recap agreements before ending the call.

Conclusion

Words shape customer perceptions in seconds. Training agents to avoid these 15 phrases—and to use clear, empathetic, and action-oriented alternatives—reduces friction, builds trust, and improves outcomes. Small shifts in language, paired with consistent follow-through, can transform routine interactions into reliable, brand-building experiences. Effective communication remains one of the simplest, most scalable ways to elevate customer service and loyalty.