How to Talk to Customers: 50 Real-World Scripts

How to Talk to Customers: 50 Real-World Scripts

Whether there’s a real person behind the screen or it’s an AI-powered chatbot, the conversations with your customers still need to feel helpful, clear, and human.

This guide is built for customer service teams, support leads, and anyone responsible for making customer interactions smoother and more consistent. It covers real-world situations — from billing disputes to feature confusion to account access — the kinds of messages your team likely sees every day.

You can use this as a copy-paste reference for live support chats, email replies, or even phone interactions. If you're working with a support chatbot, you can treat these scripts as a training library to guide its tone, logic, and flow.

The format is simple: what the customer says, how you should respond, what to avoid, and why it matters.

1. When a customer says: “I’m having trouble logging in”

✅ How you should say it:

“Sorry you’re having trouble logging in. I can help with that. Can you tell me what error message you’re seeing?”

Variation (Chatbot-friendly):

“Let’s fix this together. Do you see any error when trying to log in?”

❌ How you shouldn’t say it:

“Works fine for me.” “You’re probably using the wrong password.”

Why it matters:

Customers reaching out for help are often already frustrated. Dismissing their issue or suggesting it’s user error immediately shuts down trust. What they need is someone on their side, not someone making assumptions.

You can use this:

Use language that acknowledges the issue and keeps the tone helpful and neutral. Don’t rush to blame.

2. When a customer says: “This is taking too long”

✅ How you should say it:

“Thanks for your patience. I know waiting is frustrating. I’m working on this now and I’ll update you shortly.”

Chatbot-friendly tip: Add estimated wait times or status updates if possible.

“Still working on it. Should be just a minute longer. Thanks for bearing with us!”

❌ How you shouldn’t say it:

“I’m doing my best, okay?” “There are other people in the queue too.”

Why it matters:

People don’t want to hear excuses. They want clarity and empathy. Acknowledge their time is valuable and show you're actively solving it.

You can use this:

Keep customers in the loop. Even if there’s no solution yet, a well-timed update reduces frustration.

3. When a customer says: “I was charged twice”

✅ How you should say it:

“Thanks for pointing that out. Let me take a quick look and sort this for you.” “Sorry about that. Double charges can happen. Let’s get it reversed.”

❌ How you shouldn’t say it:

“Are you sure?” “You need to contact your bank.”

Why it matters:

This is a money issue. Defensiveness or redirection signals you don’t want to help. Even if it’s not your fault, start by owning the experience and guiding them through next steps.

You can use this:

Even if the fix is out of your hands, own the process. Customers shouldn’t feel like they have to chase ten people to fix a billing issue.

4. When a customer says: “I didn’t get my order”

✅ How you should say it:

“Oh no. Let’s get to the bottom of that. Can you confirm your order number? I’ll check on the delivery status.” “That’s not what we want at all. Let’s fix this.”

❌ How you shouldn’t say it:

“It says it was delivered.” “Maybe someone else picked it up.”

Why it matters:

Saying “it was delivered” doesn’t solve their problem — they still don’t have it. Customers want action, not explanations.

You can use this:

Validate their concern, investigate quickly, and offer a resolution — refund, reship, or proof of delivery.

5. When a customer says: “Your product isn’t working as expected”

✅ How you should say it:

“Thanks for flagging this. I want to understand what’s going wrong. Can you describe what’s happening?” “Let’s make this right. Can you walk me through what you're seeing?”

❌ How you shouldn’t say it:

“It works fine on our end.” “You must be using it wrong.”

Why it matters:

Telling someone they’re using the product incorrectly creates defensiveness. Invite them into a problem-solving process instead of putting them on trial.

You can use this:

Stay curious, not critical. Ask open-ended questions, listen, and then troubleshoot together.

6. When a customer says: “I want to cancel my subscription”

✅ How you should say it:

“I can help with that. Before we proceed, is there anything we could have done better or something you'd like us to improve?” “Of course. I’ll guide you through the cancellation. And if you ever want to come back, we’ll be here.”

❌ How you shouldn’t say it:

“Why are you cancelling?” “You should’ve read the terms before signing up.”

Why it matters:

You don’t want to guilt-trip customers. That’s a fast way to burn bridges. But you can invite honest feedback without being defensive. A graceful offboarding experience keeps the door open for future returns.

You can use this:

Make canceling easy, ask for feedback kindly, and part on good terms.

7. When a customer says: “Your competitor offers this feature”

✅ How you should say it:

“That’s a good feature. Right now, we focus on [X], but I’ll note that for our product team. What are you hoping to achieve with that feature?” “Totally understand. Different tools have different strengths. Can I suggest a workaround that might help?”

❌ How you shouldn’t say it:

“Well, if you prefer them, go ahead.” “That’s not our problem.”

Why it matters:

Your tone here determines if the conversation becomes a battle or a chance to learn. Customers comparing options aren’t being hostile — they’re being informed. Respond with curiosity and confidence.

You can use this:

Acknowledge the comparison calmly. It’s a chance to highlight your strengths and listen closely to real user needs.

8. When a customer says: “I need help setting this up”

✅ How you should say it:

“Absolutely, I’ll walk you through it. Do you already have [X] set up, or should we start from scratch?” “Let’s get this working. Just a quick question first to make sure I guide you right…”

❌ How you shouldn’t say it:

“It’s all in the docs.” “Did you watch the tutorial?”

Why it matters:

Pointing people to documentation isn’t the same as helping. They’ve reached out because they’re stuck or overwhelmed. Taking a few extra seconds to guide them builds trust and removes friction.

You can use this:

Offer help like a person who’s right beside them. If you share a resource, stay present and offer to walk through it together.

9. When a customer says: “Your app keeps crashing”

✅ How you should say it:

“Sorry to hear that. Let’s get it sorted. Can you let me know what device and version you're using?” “I know how frustrating that is. I’m flagging this to our team now and I’ll keep you updated.”

❌ How you shouldn’t say it:

“We haven’t heard that from others.” “Try reinstalling. That usually fixes it.”

Why it matters:

Blaming the user’s phone or brushing it off makes it sound like you’re not taking it seriously. They’re not just reporting a bug — they’re hitting a wall.

You can use this:

Treat crash reports like a big deal. Ask smart questions, document the issue, and keep them in the loop.

10. When a customer says: “I don’t understand how this feature works”

✅ How you should say it:

“No worries, I’ll explain it. It’s a bit different from what some people expect at first.” “I’m happy to help. Here’s a quick breakdown, and I can guide you through a use case if that helps.”

❌ How you shouldn’t say it:

“It’s pretty self-explanatory.” “You need to read the help center article.”

Why it matters:

Learning curves are real. Talking down to customers doesn’t make them smarter, it makes them walk away. Respect their confusion and respond like a thoughtful teammate.

You can use this:

Break it down without judgment. Good support explains things simply, without making people feel small.

11. When a customer says: “I want a refund”

✅ How you should say it:

“I'm sorry to hear that. I’ll take a look at your order and see how we can resolve this for you. Can you tell me what went wrong?” “Let me pull up your details and walk you through our refund process.”

❌ How you shouldn’t say it:

“Our policy says no refunds.” “That’s not possible. You should’ve read the terms.”

Why it matters:

Even if your policy is strict, your tone doesn’t have to be. The customer is already disappointed. A calm, empathetic response shows respect, even when the answer may be no.

You can use this:

Always lead with empathy, not policy. Explain next steps clearly, and offer options where possible.

12. When a customer says: “Why didn’t anyone get back to me?”

✅ How you should say it:

“I really apologize for the delay. That’s not the experience we aim to deliver. Let me help you now and make this right.” “Thanks for your patience. I’ve found your message and I’m on it now.”

❌ How you shouldn’t say it:

“We’re short-staffed.” “You must’ve emailed the wrong address.”

Why it matters:

Customers shouldn’t have to chase you down. Even if there was a genuine mistake or backlog, own it and get straight to solving the issue.

You can use this:

Skip the excuses. Take responsibility, respond quickly, and move forward.

13. When a customer says: “Can I speak to someone else?”

✅ How you should say it:

“Of course. I’ll connect you with a colleague who can help. Is there something specific you’d like them to know ahead of time?” “Sure, I’ll escalate this for you. I just want to make sure we don’t miss any context.”

❌ How you shouldn’t say it:

“There’s no one else available.” “I’m the only one you can talk to.”

Why it matters:

This request usually means the customer feels unheard. Blocking that request makes it worse. Instead, see it as a chance to reset the conversation or bring in a fresh perspective.

You can use this:

Treat escalation as a service, not a challenge to your authority.

14. When a customer says: “I’m not happy with the service”

✅ How you should say it:

“I hear you, and I’m really sorry we let you down. Can you tell me what happened so I can help fix it?” “That’s not what we want you to feel. Let’s talk about what went wrong.”

❌ How you shouldn’t say it:

“I don’t see the issue here.” “We’ve done everything correctly.”

Why it matters:

Customers don’t always want compensation. Sometimes, they just want to be heard. Getting defensive or dismissive tells them you don’t care.

You can use this:

Validate their frustration. Listen first, then respond with a clear path forward.

15. When a customer says: “Your site is confusing”

✅ How you should say it:

“Thanks for the feedback. I’d love to understand what part was confusing so we can improve it.” “Appreciate you pointing that out. Is there a specific page or action that tripped you up?”

❌ How you shouldn’t say it:

“Most people don’t have trouble.” “It’s just a matter of getting used to it.”

Why it matters:

Telling someone “you’re the only one” makes them feel isolated, not supported. Even if others don’t struggle, their experience is still valid.

You can use this:

Treat UX complaints as gold. They show you exactly where friction lives.

16. When a customer says: “Can you just fix this for me?”

✅ How you should say it:

“Absolutely, I’ll take care of it. I just need a few details to get started.” “Happy to help. Let me handle that for you and follow up once it’s done.”

❌ How you shouldn’t say it:

“You’ll have to do it yourself.” “We don’t do that kind of thing for customers.”

Why it matters:

Some customers are just looking for simplicity. Telling them to figure it out alone makes your service feel cold. If you can help, do it. If you can’t, walk them through it like a partner.

You can use this:

Act like their teammate, not their gatekeeper.

17. When a customer says: “I already explained this”

✅ How you should say it:

“You're right, and I apologize for making you repeat it. I have your notes here. Let me pick it up from where it was left.” “Thanks for your patience. I’ve reviewed your earlier message and will take it from here.”

❌ How you shouldn’t say it:

“Can you explain it again?” “That wasn’t forwarded to me.”

Why it matters:

Repetition drains customer patience fast. When customers feel like they’re starting over, it kills momentum. Even if you weren’t the one who dropped the ball, you are now responsible for fixing it.

You can use this:

Always review prior messages before replying. It shows respect and saves everyone time.

18. When a customer says: “I got the wrong item”

✅ How you should say it:

“Oh no, sorry about that. I’ll get the right item sent out right away. Can you share a quick photo of what you received?” “That’s on us. Let me make it right — I’ll process the replacement immediately.”

❌ How you shouldn’t say it:

“You must have ordered the wrong thing.” “It’s not our fault. You should double-check next time.”

Why it matters:

Errors happen, but customers shouldn’t feel blamed for them. It’s not just about the wrong item — it’s about how quickly and respectfully you handle the mistake.

You can use this:

Quick ownership and action go a long way. Keep it smooth, not defensive.

19. When a customer says: “I can’t find this feature”

✅ How you should say it:

“Thanks for pointing that out. It’s a bit hidden — here’s where you can find it.” “Let me show you exactly how to access it. I’ll also pass this along to our team as feedback.”

❌ How you shouldn’t say it:

“It’s there. Look harder.” “Other people don’t have this issue.”

Why it matters:

If something is hard to find, that’s a product issue — not a user issue. Even if the feature is technically “there,” customers want help locating it quickly.

You can use this:

Lead them to the answer with patience, not judgment.

20. When a customer says: “I tried contacting you before and got no response”

✅ How you should say it:

“I'm really sorry about that. That’s not the kind of experience we want for you. I’ll personally make sure we get this resolved now.” “Thanks for giving us another chance. I’m here now and ready to help.”

❌ How you shouldn’t say it:

“We must’ve missed it.” “It happens sometimes.”

Why it matters:

When someone feels ignored, your job is to repair the relationship, not defend the system. A genuine apology plus immediate action is more effective than trying to explain what went wrong.

You can use this:

Treat this like a second chance to make a first impression. Act quickly and make it count.

21. When a customer says: “Is this feature available in the free plan?”

✅ How you should say it:

“Great question. That feature is available on our paid plan, but I can explain the key differences so you can decide if it’s worth upgrading.” “It’s not included in the free plan, but here’s what you do get access to, and I’ll show you what it looks like in the paid version.”

❌ How you shouldn’t say it:

“Nope, that’s only for paid users.” “You need to upgrade if you want that.”

Why it matters:

There’s a big difference between a block and a bridge. Customers asking about features are already curious. Give them reasons to explore more, not dead ends.

You can use this:

Use these moments to educate and open doors, not shut them.

22. When a customer says: “Can you guarantee it will work for me?”

✅ How you should say it:

“Every use case is different, but I can show you what results others have had and walk you through how it might fit your goals.” “While we can’t guarantee outcomes, we do offer a trial and support to make sure you get the most out of it.”

❌ How you shouldn’t say it:

“We make no promises.” “Use it at your own risk.”

Why it matters:

People aren’t always looking for a promise — they’re looking for confidence. Even if you can’t guarantee results, you can show that you care about their success.

You can use this:

Be transparent, but positive. Show that you’re invested in helping them win.

23. When a customer says: “Do you offer support on weekends?”

✅ How you should say it:

“Right now, our support hours are Monday to Friday, 9 to 6. If you reach out outside that window, we’ll get back to you first thing next business day.” “We don’t offer weekend live support yet, but you can always drop us a message and we’ll respond as soon as we're back.”

❌ How you shouldn’t say it:

“Read the FAQ.” “We don’t work on weekends. Wait till Monday.”

Why it matters:

Even when saying “no,” your tone can still be helpful and respectful. It’s all about setting expectations the right way.

You can use this:

Clarity + courtesy = solid service, even when the answer is “not right now.”

24. When a customer says: “I’m new to this. Can someone help me?”

✅ How you should say it:

“Absolutely! We love working with beginners. I’ll guide you step by step.” “Of course — you’re in the right place. Let me show you how to get started.”

❌ How you shouldn’t say it:

“You should already know how to use it.” “It’s not that hard.”

Why it matters:

Early impressions matter. If someone feels embarrassed or judged for being new, they’ll quit fast. But if they feel supported, they’ll stay.

You can use this:

Encourage beginners. Make them feel smart for asking questions, not silly.

25. When a customer says: “Why did the price change?”

✅ How you should say it:

“Thanks for asking. We recently updated our pricing to reflect new features and better support. I’d be happy to explain what’s changed.” “We’ve made some updates to our plans. I can help you find the one that fits your needs best.”

❌ How you shouldn’t say it:

“Prices change. That’s just how it is.” “You should’ve locked in the old rate.”

Why it matters:

Price changes can create friction. How you explain them can either restore trust or amplify frustration. Be upfront, but offer value.

You can use this:

Focus on what they gain, not just what they now have to pay more for.

26. When a customer says: “I’ve been waiting for an update”

✅ How you should say it:

“Thanks for following up. I know it’s been a bit — here’s the latest update on where things stand.” “Apologies for the delay. I’ve just checked, and here’s what I found…”

❌ How you shouldn’t say it:

“You’ll hear back when it’s ready.” “We’re doing what we can. Please be patient.”

Why it matters:

Customers don’t want to chase updates. Even if nothing has changed, proactively checking in builds trust. Dismissing their follow-up feels like you’re avoiding them.

You can use this:

Always offer a status update, even if it’s just “we’re still on it.” Silence creates anxiety. Information restores confidence.

27. When a customer says: “Your team gave me conflicting answers”

✅ How you should say it:

“I’m really sorry for the confusion. Let me clarify and make sure you get a consistent answer.” “Thanks for pointing that out. I’ll double-check internally and get you a clear response.”

❌ How you shouldn’t say it:

“That’s not my fault.” “They must’ve been wrong.”

Why it matters:

Mixed messages destroy confidence. Blaming your team won’t solve anything. What matters now is giving clarity and showing accountability.

You can use this:

You represent the whole team, so own the issue, fix the gap, and move forward.

28. When a customer says: “Your competitor is cheaper”

✅ How you should say it:

“I hear you. Price is important. While we may not always be the cheapest, we focus on delivering more value with [feature/benefit].” “Thanks for being upfront. I can show you what sets us apart if that helps with your decision.”

❌ How you shouldn’t say it:

“Then go with them.” “We don’t compete on price.”

Why it matters:

Defending your pricing is fine — but how you do it matters. Arrogance turns customers off. Transparency and confidence in your value wins respect.

You can use this:

Don’t bash the competition. Focus on what you do better and why it’s worth the price.

29. When a customer says: “I’m getting too many emails”

✅ How you should say it:

“Got it. I’ll help reduce the frequency or unsubscribe you from what you don’t need.” “Thanks for letting us know. You can manage your preferences here — or I can do it for you.”

❌ How you shouldn’t say it:

“You signed up for it.” “Just mark it as spam if it bothers you.”

Why it matters:

Too many emails can feel invasive. Even if they opted in, they’re asking you to respect their space now. A helpful, flexible response shows you value their attention.

You can use this:

Make opting out smooth and positive. Let them leave happy — they may come back.

30. When a customer says: “I’m considering switching to another service”

✅ How you should say it:

“I understand. If there’s anything you feel is missing or frustrating, I’d love to try and improve it before you go.” “Thanks for being open with us. If you’re willing, I can walk you through how we compare or what’s coming soon.”

❌ How you shouldn’t say it:

“Okay, do what you want.” “Good luck with that.”

Why it matters:

This is a make-or-break moment. You don’t have to beg, but you should show that you care. It’s often not too late to turn things around.

You can use this:

Try one last helpful conversation. Even if they still leave, they’ll remember how you treated them.

31. When a customer says: “Your instructions aren’t clear”

✅ How you should say it:

“Thanks for pointing that out. I can walk you through it step by step, or rephrase it if that helps.” “Totally fair. Let me explain it in a simpler way or guide you through it live.”

❌ How you shouldn’t say it:

“They’re clear if you read them properly.” “We’ve never had anyone complain before.”

Why it matters:

Confusing instructions are a design problem, not a customer problem. Responding with humility and clarity helps you retain frustrated users instead of pushing them away.

You can use this:

Break things down without blame. If one person is confused, others are too — it’s a chance to improve.

32. When a customer says: “This isn’t what I expected”

✅ How you should say it:

“Let’s see where the gap is. Can you tell me what you expected versus what you’re seeing?” “That’s fair — let me clarify how it works and help you get what you need.”

❌ How you shouldn’t say it:

“Well, it is what it is.” “You should’ve read the description better.”

Why it matters:

Customer expectations aren’t always aligned with product reality. Dismissing their reaction creates resentment. Clarifying and offering alternatives creates understanding.

You can use this:

Bridge the gap — don’t push blame. Clarify, adjust, and offer solutions where possible.

33. When a customer says: “I’m getting error messages”

✅ How you should say it:

“Got it. Can you share a screenshot or let me know the exact message you're seeing? I’ll help troubleshoot right away.” “Thanks for flagging that. I’ll report this to the team and get back to you with next steps.”

❌ How you shouldn’t say it:

“It must be your device.” “We’ve never heard of that one before.”

Why it matters:

Error messages cause stress. Even if you haven’t seen it before, your tone should sound confident and helpful — not dismissive.

You can use this:

Assume it’s real, ask for specifics, and move fast to help.

34. When a customer says: “Your service is too slow”

✅ How you should say it:

“Thanks for the feedback. I’ll take a look to see what’s slowing things down and see what we can do.” “We’re sorry for the delay. We’re working on improving speed — and I’ll escalate this for review.”

❌ How you shouldn’t say it:

“That’s just how it is during busy hours.” “There’s nothing we can do about it.”

Why it matters:

Speed is a key part of the user experience. Even if there’s a technical bottleneck, the way you respond determines whether customers stick around.

You can use this:

Acknowledge performance issues and show you're actively working on them.

35. When a customer says: “This feature used to be better”

✅ How you should say it:

“Appreciate the feedback. We made some changes recently — can you tell me what you miss so I can pass it to the team?” “Thanks for calling that out. We’re always evolving, and I’d love to understand what worked better for you before.”

❌ How you shouldn’t say it:

“The new version is better. You’ll get used to it.” “We’re not going back.”

Why it matters:

When customers feel a feature downgrade, they also feel unheard. Dismissing their frustration weakens your relationship. Listening to their perspective builds loyalty, even if you don’t revert the change.

You can use this:

Invite feedback, not debate. Treat users as collaborators, not complainers.

36. When a customer says: “Why do I keep getting logged out?”

✅ How you should say it:

“That’s frustrating — sorry about that. Let’s check a few things together. Are you using multiple devices, or clearing cookies often?” “I’ll help you troubleshoot. It could be a session timeout or browser setting — let’s walk through it step by step.”

❌ How you shouldn’t say it:

“That’s just how it works.” “You must be doing something wrong.”

Why it matters:

Frequent logouts are annoying and disruptive. If your response feels lazy or dismissive, it makes a small problem feel big. Being proactive shows you care about usability.

You can use this:

Acknowledge the issue clearly, guide the fix, and reassure them it’s solvable.

37. When a customer says: “How do I contact support?”

✅ How you should say it:

“You’re already in the right place. I can help you here or connect you to someone directly if needed.” “We’ve got a few ways to help. You can reach live support through chat or email — which works best for you?”

❌ How you shouldn’t say it:

“It’s on the website.” “Just search it up.”

Why it matters:

If someone asks how to get help, they’re already a bit lost. Brushing them off only deepens the frustration. This is the perfect moment to deliver a quick win by showing up helpfully.

You can use this:

Be present. Point them directly to the support they’re asking for, not a maze.

38. When a customer says: “I didn’t agree to this charge”

✅ How you should say it:

“I understand your concern. Let me pull up your account and go over the charges with you.” “Let’s review your billing history together and see what happened.”

❌ How you shouldn’t say it:

“It’s your fault for not canceling.” “We don’t do refunds once it’s charged.”

Why it matters:

When it involves money, customers expect clear and respectful handling — not stonewalling. Even if policy says no refund, your tone should still be helpful and thorough.

You can use this:

Lead with investigation, not accusation. Give them clarity before delivering any decisions.

39. When a customer says: “I’m locked out of my account”

✅ How you should say it:

“I’ll help you get back in right away. Can you confirm your email or username so I can start the process?” “No worries. I’ll walk you through resetting your password or unlocking your access now.”

❌ How you shouldn’t say it:

“That’s not something we handle here.” “You’ll have to figure that out on your own.”

Why it matters:

Account lockouts can trigger panic. A calm, fast response makes customers feel taken care of. A cold handoff makes them feel abandoned.

You can use this:

Act like a guide, not a gate. Stay with them until they’re back in.

40. When a customer says: “Why didn’t I get notified?”

✅ How you should say it:

“That shouldn’t have happened. Let me check if your notification settings are correct and see what we missed.” “Thanks for flagging that. I’ll investigate and make sure you get updates going forward.”

❌ How you shouldn’t say it:

“You probably ignored it.” “We sent it. Must’ve been your email provider.”

Why it matters:

Notifications affect trust. If something important slipped through the cracks, blaming the customer or their inbox only adds to the frustration.

You can use this:

Double-check your system, offer a fix, and re-confirm their preferences. Reassurance beats redirection.

41. When a customer says: “Can I pause my subscription instead of canceling?”

✅ How you should say it:

“Yes, we can pause your subscription if that works better. You won’t be charged during the pause, and you can resume any time.” “That’s a great option. Let me show you how to pause your plan or I can do it for you.”

❌ How you shouldn’t say it:

“No, you either cancel or keep paying.” “That’s not our problem.”

Why it matters:

Offering a pause option can retain customers who might otherwise leave for good. Even if it’s not a standard feature, how you frame it matters. Customers appreciate flexibility.

You can use this:

Present it as a helpful alternative, not a rejection. You may save the relationship.

42. When a customer says: “Do I have to start over?”

✅ How you should say it:

“Not at all — we can pick up where you left off. Let me help you resume from the last step.” “No need to redo everything. I’ll show you how to continue without losing progress.”

❌ How you shouldn’t say it:

“Yes. That’s how it works.” “You should’ve finished it before.”

Why it matters:

Starting over feels discouraging. Even if it’s technically required, your job is to make it feel manageable, not like a punishment.

You can use this:

Always check for shortcuts or saves. If there’s a workaround, guide them through it.

43. When a customer says: “Why can’t I access my data?”

✅ How you should say it:

“Let me help you with that. It could be a permission or sync issue — I’ll walk you through the steps to restore access.” “Thanks for flagging that. I’ll check with the backend and make sure your data is visible again.”

❌ How you shouldn’t say it:

“That’s not something we deal with.” “Must be a glitch.”

Why it matters:

Data access issues can create real anxiety. A vague or dismissive reply amplifies that stress. Reassurance and clarity matter more than ever in these moments.

You can use this:

Treat data issues as high-priority. Be responsive, detailed, and respectful of their urgency.

44. When a customer says: “How do I delete my account?”

✅ How you should say it:

“I can help you with that. Are you sure you want to delete it permanently, or would you prefer to deactivate it for now?” “No problem. Here’s how you can delete your account. I’ve also attached a guide in case you need it.”

❌ How you shouldn’t say it:

“You can’t.” “We don’t like users deleting accounts.”

Why it matters:

Making it hard to leave creates distrust. Even if you don’t want people to leave, your support should remain respectful and clear.

You can use this:

Help them leave with dignity. It’s good practice and good brand karma.

45. When a customer says: “I didn’t get a confirmation email”

✅ How you should say it:

“Thanks for checking. Let me resend the confirmation now. Also, check your spam folder just in case.” “I’ve just triggered a fresh confirmation email. Let me know if it still doesn’t show up in the next few minutes.”

❌ How you shouldn’t say it:

“It was sent.” “There’s nothing we can do.”

Why it matters:

Confirmation emails build trust. If they’re missing, don’t argue — just fix it. Taking swift action is more effective than defending your email system.

You can use this:

Quickly resend and guide them to look in spam or promos. Stay helpful, not hostile.

46. When a customer says: “How do I update my payment information?”

✅ How you should say it:

“I can help you update your payment details. You can do it yourself through your account settings, or I can walk you through the steps.” “Let me guide you to the right place so you can safely update your payment info.”

❌ How you shouldn’t say it:

“Just figure it out in your profile.” “We don’t handle payment updates.”

Why it matters:

Payment info updates can be sensitive and confusing. Clear guidance reduces friction and frustration. Customers appreciate a helping hand.

You can use this:

Offer step-by-step assistance or clear directions—never leave them guessing.

47. When a customer says: “I accidentally ordered the wrong item”

✅ How you should say it:

“No worries! Let’s see how we can fix this for you. Can you provide your order number so I can check the status?” “I’ll help you cancel or exchange the order if possible. Let me take care of it.”

❌ How you shouldn’t say it:

“You should have checked before ordering.” “That’s not our problem.”

Why it matters:

Mistakes happen. How you respond can turn a frustrated customer into a loyal one. Blame only alienates.

You can use this:

Be empathetic and solution-focused. Help them correct the mistake smoothly.

48. When a customer says: “Why is my order delayed?”

✅ How you should say it:

“I’m sorry for the delay. Let me check the status of your order and update you right away.” “There’s a hold-up due to [reason if known]. I appreciate your patience and will keep you informed.”

❌ How you shouldn’t say it:

“Shipping takes time, that’s all.” “We can’t control delays.”

Why it matters:

Customers want transparency, not vague answers. Explaining clearly and keeping them updated builds trust even in frustrating situations.

You can use this:

Communicate honestly and offer realistic expectations.

49. When a customer says: “Can I get a discount?”

✅ How you should say it:

“I appreciate your interest! While I can’t offer discounts directly, I can share current promotions or loyalty programs.” “Let me check if there are any ongoing offers that you qualify for.”

❌ How you shouldn’t say it:

“No discounts, sorry.” “That’s against policy.”

Why it matters:

A flat refusal can feel cold. Offering alternatives or explaining policies in a friendly way keeps the door open for positive interaction.

You can use this:

Be polite and helpful, even when the answer is no.

50. When a customer says: “Can you help me with technical issues?”

✅ How you should say it:

“Absolutely. Can you describe the issue you’re facing? I’m here to help or can connect you with a specialist.” “Let’s troubleshoot together. What error or problem are you experiencing?”

❌ How you shouldn’t say it:

“That’s not our department.” “You need to contact tech support yourself.”

Why it matters:

Technical problems are stressful. Customers want to feel supported, not bounced around. Taking ownership or directing help clearly is key.

You can use this:

Be patient and guide them step by step or escalate appropriately.

Deliver Great Support!

That wraps up some of the most common conversations you’ll come across in customer support, especially in fast-moving spaces like e-commerce, SaaS, digital services, and even marketplaces. Whether it’s a customer trying to cancel, someone who’s locked out, or just confused about how something works, these situations show up again and again.

What matters most isn’t just what you say, but how you say it. The tone, clarity, and empathy behind your responses are often what customers remember. Use these examples as templates to train your support team, build response guidelines, or power the scripts in your chatbot.

Speaking of which, if you’re looking to build a smart, customizable support chatbot that actually understands tone, handles real customer issues, and can connect to your tools and data, we recommend Chatbase.

You can use all the examples in this guide to instruct your Chatbase bot, tailor how it responds to specific scenarios, and make sure it feels human without losing speed or scale.

Need support that sounds like a real teammate?→ Try Chatbase — it’s the easiest way to build a helpful, on-brand AI chatbot for your business.