Customer service phrases: 36 phrases in Arabic and English for every moment, and ten to avoid
Customer service lines for greeting, holding, empathy, apologising, saying no and closing, with their English equivalents, plus the phrases to avoid and what to say instead.
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The short answer
Customer service phrases are short lines an agent says at each moment of a conversation: greeting, asking to wait, showing understanding, apologising, saying no politely and closing. Below are 36 phrases across those six moments, each with its English equivalent, then ten phrases to avoid such as "calm down" and "that is not my responsibility" and what to say instead. The rule behind them all: the customer's name, one question at a time, and a time with every promise.
Also asked as: «عبارات خدمة العملاء» · «عبارات خدمة العملاء ممتازة» · «جمل خدمة العملاء بالانجليزي» · «كلمات خدمة العملاء بالانجليزي» · «جمل ممنوعة في خدمة العملاء» · «عبارات ترحيب للعملاء» · «كلمات لاستقبال الزبائن» · «customer service phrases» · «phrases to avoid in customer service» · «call center phrases english» · «phrases service client»
Greeting and taking the request
| Phrase | In Arabic |
|---|---|
| "Welcome, how can I help you today?" | «أهلًا بك، كيف أستطيع مساعدتك اليوم؟» |
| "Thank you for contacting us." | «شكرًا لتواصلك معنا.» |
| "This is [name] from the [store name] team." | «معك [الاسم] من فريق [اسم المتجر].» |
| "I would be glad to help you with that." | «يسعدني أن أساعدك في ذلك.» |
| "Could I have your order number so I can check it?" | «هل تسمح لي برقم الطلب لأراجعه؟» |
| "Welcome back, it is good to hear from you again." | «أهلًا بعودتك، سعداء بتواصلك مرة أخرى.» |
Asking to wait and following up
| Phrase | In Arabic |
|---|---|
| "Give me two minutes to check the details for you." | «أمهلني دقيقتين أراجع لك التفاصيل.» |
| "Thank you for waiting." | «شكرًا لانتظارك.» |
| "I will follow this up myself and get back to you before [time]." | «سأتابع الأمر بنفسي وأعود إليك قبل [الموعد].» |
| "I am passing you to the right colleague now, and I have briefed them." | «أحوّلك الآن إلى الزميل المختص، وقد أطلعته على التفاصيل.» |
| "I am still with you, waiting for the shipping team's reply." | «ما زلت معك، وأنتظر رد قسم الشحن.» |
| "I will send you the update here as soon as it arrives." | «سأرسل لك التحديث هنا فور وصوله.» |
Showing you understand
| Phrase | In Arabic |
|---|---|
| "I completely understand your frustration with the delay." | «أفهم تمامًا انزعاجك من التأخير.» |
| "You are right to ask about that." | «معك حق في أن تسأل عن ذلك.» |
| "Thank you for pointing that out to us." | «شكرًا لأنك نبهتنا إلى ذلك.» |
| "In your place, I would feel the same." | «لو كنت مكانك لشعرت بالشيء نفسه.» |
| "Let me make sure I understood: [summary of the issue], right?" | «دعني أتأكد أنني فهمت: [تلخيص المشكلة]، صحيح؟» |
| "We will sort this out together." | «سنحل هذا معًا.» |
Apologising
| Phrase | In Arabic |
|---|---|
| "We apologise for this mistake; it is on us." | «نعتذر عن هذا الخطأ، والمسؤولية علينا.» |
| "I am sorry your experience was not what you deserve." | «آسف لأن تجربتك لم تكن كما تستحق.» |
| "Sorry for the delay; here is what we will do now: [step]." | «نعتذر عن التأخير، وهذا ما سنفعله الآن: [الخطوة].» |
| "Sorry for the trouble; I will send the replacement today." | «أعتذر عن الإزعاج، وسأرسل البديل اليوم.» |
| "We appreciate your patience and apologise for the wait." | «نقدّر صبرك، ونعتذر عن الانتظار.» |
| "The mistake was ours, and we will make it up to you with [compensation]." | «الخطأ منا، وسنعوّضك عنه بـ[التعويض].» |
Saying no politely
| Phrase | In Arabic |
|---|---|
| "We cannot do that, but we can [alternative]." | «لا نستطيع ذلك، لكن نستطيع أن [البديل].» |
| "That size is not available now; I can let you know as soon as it is back." | «هذا المقاس غير متوفر الآن، وأستطيع إبلاغك فور عودته.» |
| "Our policy does not allow that after [period]; here is what I can offer: [solution]." | «سياستنا لا تسمح بذلك بعد [المدة]، وهذا ما أستطيع تقديمه: [الحل].» |
| "I understand your request; I will raise it with management and get back to you." | «أفهم طلبك، وسأرفعه إلى الإدارة وأعود إليك بالرد.» |
| "The closest to what you want is [another product]." | «الأقرب لما تريده هو [منتج آخر].» |
| "I do not want to promise what I cannot keep; the sure date is [date]." | «لا أريد أن أعدك بما لا أستطيع، والموعد الأكيد هو [الموعد].» |
Closing
| Phrase | In Arabic |
|---|---|
| "Is there anything else I can help you with?" | «هل هناك شيء آخر أستطيع مساعدتك فيه؟» |
| "It was a pleasure helping you; have a good day." | «سعدت بخدمتك، يومك سعيد.» |
| "Your order is on its way; you will get a message with the tracking number." | «طلبك في الطريق، وستصلك رسالة برقم الشحنة.» |
| "If you need anything, we are here on this number." | «إن احتجت أي شيء فنحن هنا على هذا الرقم.» |
| "We would love your opinion of the service in one word." | «يسعدنا رأيك في الخدمة بكلمة واحدة.» |
| "Thank you for trusting us." | «شكرًا لثقتك بنا.» |
Ten phrases to avoid in customer service, and what to say instead
| Instead of | Say |
|---|---|
| "That is not my responsibility" | "Let me connect you with someone who can solve it" |
| "I do not know" | "I will check for you and come back within [time]" |
| "Calm down" | "I understand your frustration, and I will solve it now" |
| "That is company policy" on its own | "This is what our policy allows, and this is what I can do for you" |
| "Impossible" on its own | "We cannot do that, but we can…" |
| "You are wrong" | "Let me explain what happened" |
| "As I told you before" | "To clarify…" |
| "Wait" with no time | "Give me two minutes" |
| "Nobody else complains about this" | "Thank you for telling us" |
| "We will reply soon" with no time | "We will reply before [time]" |
The rule behind every phrase is the same: the customer's name, one question at a time, and a time with every promise. The angry customer has a full path in handling customer complaints, and buying objections in answering customer objections.
Save the phrases as quick replies for the whole team: the agent types "/" in the chat, picks the phrase and continues in their own words, so the store speaks with one voice whoever is on shift. Quick replies · Team inbox.
Frequently asked questions
What is the difference between customer service phrases and ready replies?
Phrases are short lines you drop into your own words in any situation, while ready replies are whole messages for a whole situation such as shipping or returns. 30 ready customer service replies.
Should I write to the customer in Standard Arabic or their dialect?
In their dialect if they write in it, keeping the same courtesy. Simple Standard Arabic works for every customer when you do not know their dialect.
How do I get the whole team using the same phrases?
Save them as quick replies: the agent types "/" in the chat, picks the phrase and continues in their own words. Quick replies.
How we write these guides Figures come from our platform and Meta's actual invoices, dated with their sample; we describe what works today, not what we plan, and say what we do not do and when someone else is the better choice. Reviewed by the ArabyBot team on 21 October 2026.
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