Even the most well-meaning agents can say things that frustrate customers, draw out conversations, or erode trust—without realizing it. These phrases are often learned during training or picked up from peers, and they sound helpful on the surface. But in reality, they can spike handle times, trigger negative customer reactions, and drag down CSAT. 

Here are seven phrases to watch out for—and what to say instead:

1. “I apologize for the inconvenience.” 

   It sounds polite, but it’s so overused that it comes off as robotic and insincere. Customers want to feel heard, not brushed off.

   Try this instead: 
   “I totally get how frustrating that must be. Let’s fix it together.”

2. “Unfortunately, there’s nothing I can do.” 

   This immediately signals defeat and makes customers feel like they’ve hit a wall. It kills trust and escalates tension.

   Try this instead: 
   “Here’s what I can do to help you right now…”

3. “Please calm down.” 

   Never works. Telling someone to calm down usually does the opposite—it invalidates their emotion and ramps up conflict.

   Try this instead: 
   “I want to make this right for you. Let’s take it one step at a time.”

4. “That’s our policy.” 

   Customers don’t care about your policy—they care about their problem. This phrase shuts down dialogue and invites confrontation.

   Try this instead:
   “Here’s why we usually do it this way—and here’s how I can help within that framework.”

5. “Is there anything else I can help you with?” 

   This phrase often gets dropped at the wrong time—before the customer feels resolved. It can sound like the agent wants to rush the call.

   Try this instead: 
   “Did we cover everything you were hoping to solve today?”

6. “You’ll need to…” 

   This puts the burden back on the customer. Even if it’s necessary, the phrasing sounds like a handoff, not help.

   Try this instead: 
   “What I recommend is…” or “Let me walk you through how to do that.”

7. “That’s not my department.” 

   It might be true, but it makes the customer feel like they’re being passed around. It creates friction and lowers confidence in your brand.

   Try this instead: 
   “I’ll connect you with the right person and stay on until you’re in good hands.”

How to Coach Agents Toward Better Phrasing

It’s not just about teaching new scripts—it’s about helping agents tune into how customers feel in the moment.

Here’s how contact center leaders can make it stick:

• Listen to real calls and highlight examples of phrasing that triggers tension vs. phrases that diffuse it.
• Use roleplay or mock call platforms like ServiceSim to practice better alternatives in a safe, repeatable way.
• Empower agents to personalize language rather than stick to rigid scripts—they should sound like humans, not policies.
• Coach for empathy, not just efficiency. The goal is resolution and connection.

Your agents are the voice of your brand—and what they say matters. A few subtle changes in phrasing can have a major impact on how customers experience every interaction.

Want to help your agents practice handling tough conversations with confidence? Check out how ServiceSim helps teams turn these make-or-break moments into wins.

Want to Try ServiceSim free?
Visit the ServiceSim listing on Microsoft’s Azure Marketplace

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