Essential customer service phrases swipe file

A swipe file is a tool copywriters use to collate phrases and sentences which work well and they like to use regularly.

This resource will be updated regularly. Do submit phrases which work (or don’t work) in your business using the form underneath the swipe file below. We’ll then add them to the list - thank you!

The “Essential customer service phrases” swipe file below is split into a number of sections for ease.

Use the tabs on the left to explore and note many of the phrases have words of explanation alongside to enable context.

Must use phrases

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Phrases to be used with care

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Do not use phrases

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Positive words to use frequently

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Call greetings

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