Replacement Phrases

Question 1

Instead of “What’s up?”

Answer 1

How may I assist you?

Question 2

Instead of “No problem”

Answer 2

It is my pleasure

or

I’m happy to assist you

Question 3

Instead of “Let me”

Answer 3

Allow me to

Question 4

Instead of “I don’t know”

Answer 4

Please allow me to find this information for you.

Question 5

Instead of “You guys.”

Answer 5

Ladies and Gentlemen

or

Everyone

Question 6

Instead of “Hang on a second”

Answer 6

May I place you on a brief hold

Question 7

Instead of “Yeah”

Answer 7

Yes, certainly.

Question 8

Instead of “Uh huh.”

Answer 8

I understand

or

Absolutely

Question 9

Instead of “Okay” or “Okie dokie.”

Answer 9

Certainly

or

Of course

Question 10

Instead of “Nope.”

Answer 10

Not at this time, my apologies.

(or offer alternatives)

Question 11

Instead of “Can I…?”

Answer 11

May I…?

Question 12

Instead of “What do you want?”

Answer 12

How may I assist you?

Question 13

Whatever you want

Answer 13

We will accommodate your preference

Question 14

Instead of “It’s not my job.”

Answer 14

Please allow me to find my colleague to assist further.

Question 15

Instead of “Calm down.”

Answer 15

I understand your concern

or

Thank you for bringing this to our attention.

Question 16

Instead of “You have to…”

Answer 16

May I suggest…

or

It would be helpful if you could…

or

Would this work for you?

Question 17

Instead of “just a sec.”

Answer 17

Thank you for your patience

or

Allow me a moment, please.

Question 18

Instead of “I’ll try”

Answer 18

I will do my best.

Question 19

Instead of “What’s the problem?”

Answer 19

How can I help resolve the issue?

Question 20

Instead of “I can’t help you.”

Answer 20

Allow me to find someone who can assist you.

Question 21

Instead of “Hold on.”

Answer 21

Please hold for a moment, Mr./Mrs./Miss/Ms./Professional Title __________.

Question 22

Instead of “Huh?”

Answer 22

Pardon me?