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February 28, 2022

In Live Chat Support, Avoid These Phrases

In truth, the distinction between excellent customer service and a poor service experience may be as subtle as the difference between ‘why didn’t you try and ‘have you tried.’

Some seemingly benign expressions are incendiary fanning the fires of client discontent.

So, what should avoid frequent customer service phrases? In a live chat session, never utter the following things.


“That isn’t possible.”

The ugly translation is “We won’t do this for you” or “I don’t want to help you.” Rather than commenting, thank the client for the fantastic suggestion on how to improve your service or apologize for something that isn’t currently available with your organization.” Thank you for your feedback; it is an excellent proposal. Alternatively, “Unfortunately, such a feature is not now available with us” would be much more effective.

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“I’ve already informed you of this.”

“Another severe approach of informing the customer is to ask, “Were you even listening when I explained everything to you?”

Customers are not all created equal. There will be occasions when a poor consumer asks the same question or has the same issue repeatedly. You may always say: If you want the consumer to refer to anything you said before, say:

Rephrasing your response without asking the consumer to look back to your earlier response is another efficient technique to work on repeated queries. There’s a possibility the consumer didn’t get it the first time you answered it, so that rephrasing could help.

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“It is against our rules.”

It would help if you didn’t bother contacting us. Therefore, I’m not going to assist you.

Okay, you’re right; the consumer requested item isn’t permitted under your rules. However, expressing this to a conversing consumer dismisses their worries, resulting in a negative encounter.

Rather, describe your policy and why it is in place. Then attempt to come up with a workable solution or compromise.

That is against our rules. Unfortunately, our policy forbids us from, unfortunately, to provide the finest; we must/are unable to do so under our policy. However, we can

When people understand what you’re doing, they’re more patient. You may accomplish this in a live chat session by proposing alternative alternatives. Walking the consumer through the choices shows that you aren’t disregarding the problem.

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Customers will be satisfied if you demonstrate an active interest in fixing the issue, even if you cannot deliver the exact answer they need.


“Pay attention to what I’m saying…”

Showing frustration in front of a client is not a good idea. “Listen to me,” as if you’re speaking to a child, sounds patronizing. If the consumer is already upset, this will make him more frightened, which we don’t want.

Instead, you might begin by saying, “Let me explain,” and then calmly convey your point of view. We propose that you check the website HMRC chat where to learn more about dealing with consumers in live chat.

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“Please do not be hesitant to contact us.”

This phrase, created a few decades ago, tends to offend people rather than give a pleasant touch to your message, as do other clichés. When used excessively, they might appear lethargic or lack consideration. The easy approach here is to avoid entirely using such statements in Live Chat. Are you, after all, thinking in clichés?



Another tired cliché. Do you believe it helps you seem more professional? That’s not even close! Instead, it gives your writing a somber, almost hat-in-hand feel, making it appear unnecessarily official, cold, and false. ‘Please’ would be a lot more appropriate here. You should avoid using such terms and expressions if you wish to communicate in a professional and up-to-date manner. Instead of long-winded old-fashioned jargon, use short words and straightforward phrases.

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“I’ll get back to you / Give me a minute to look into it.”

Putting a client on wait is practically the same as telling them their issue isn’t significant enough for you to care about or that you don’t want to speak with them.

Some consumers may feel threatened, believing you’re preoccupied with other customers.

“Let me check,” in and of itself, does not provide any factual information.

Don’t put your customer in a bind. Make your statement more precise.

Instead, use the following customer service phrase:

“I understand your predicament, and if you don’t mind, I’ll ask you to wait while I hunt for a solution.”

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“Could you just wait a few minutes?”

“I’ll need to double-check with my supervisor.”



As a customer service representative, you’re often under duress and dealing with circumstances you’re not sure you can manage. Nonetheless, it is your responsibility to guarantee that your consumer receives the support they need and has a nice interaction with you. We suggest you to check the Anglian water live chat, a company that provides live chat, if you want to contact this company, you can contact them from Monday to Saturday from 8 am to 8 pm. Their services are only closed during national holidays. This company provides the best live chat. Suppose you want to avail of their live chat service. In that case, you should go to the side corner of the website and create your account and then log in. Then you should go to the given number, contact us, and there you can ask them any query. They respond immediately as soon as possible.

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As a result, follow the advice we’ve provided and pay attention to what you’re saying. Always use terms that demonstrate compassion, empathy, understanding, and willingness to assist.


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