Polite Phrases
What's a polite way to greet a customer?
Hello, how can I help you today?
(A friendly greeting sets welcoming tone and shows you are ready to assist)
Is it okay to say " That's not my job"?
No, it sounds rude and unhelpful
(Even if it not your task, help or guide them to someone who can help. What could you say instead?)
Why is eye contact important?
It shows you're listening and respectful.
Why does your tone matter?
It affects how your words are received.
(A friendly tone makes communication smoother.)
A customer walks in. What do you say?
"Hi there! Welcome in, how can I assist you today?"
(A warm greeting sets a helpful tone)
What can you say instead of "I dont know"?
Let me find that out for you
(This show willingness to help and doesn't shut down the conversation.)
Should you say "Calm down" to an upset customer?
No, it can make them more upset
(It sounds dismissive: use empathy instead. What could you say instead?)
What does crossed arms usually show?
It can look closed off or unwelcoming
(Open Body language feels more inviting)
How should your voice sound?
Calm, friendly, and respectful.
(This encourages a positive interaction)
A customer is upset. How do you respond?
"I'm sorry you're frustrated. Let's see how I can help"
(Empathy shows that you care about their issue.)
What's a nice way to end a conversation
Thank you for coming in. Have a great day!
(A kind goodbye leaves a positive last impression)
What's wrong with saying "Whatever"?
It's dismissive and disrespectful
(This phrase shows you don't care about the customer's needs)
What kind of body language is good when listening?
Nodding, smiling, and facing the customer.
(These cues show you're engaged and present)
What tone should you avoid?
Sarcastic, annoyed, or impatient
(Negative tones can escalate conflict)
You made a mistake. What do you say?
" I apologize for the mistake. Let me fiz that right away"
(Owning your mistakes builds trust)
What's a respectful way to ask a customer to wait?
Would you mind holding a moment, please?
(Asking politely shows you respect their time)
Why is " I can't help you" not a good answer?
It shuts down the customer
(Focus on what CAN be done, or who CAN help.)
Why is posture important?
It shows confidence and professionalism
(Standing tall helps you appear ready to help)
What does a cheerful tone help create?
A positive customer experience
(It makes people feel valued)
A customer thanks you. What do you say?
"You're very welcome! I'm happy to help."
(A polite response reinforces good MANNERS)
What's a good phrase to show appreciation?
I really appreciate your patience
(Expressing gratitude builds a good customer relationship)
What could happen if you interrupt a customer?
They may feel unheard or disrespected.
(Listening fully shows professionalism and care)
What message does looking at you phone send?
It shows disinterest or disrespect.
(Divided attention can upset a customer)
How can your tone affect an angry customer?
A calm tone can help them calm down.
(You can model calm behavior)
A customer asks something you don't know. What do you say?
"That's a great question. Let me check with someone who knows."
(Honest and helpful is better than guessing)