#71 Responding to Customer Inquiries｜English Business Phrases

Handling customer inquiries is a critical situation that directly affects the level of trust customers place in a company or its representatives.

When responding in English, it is important to understand the inquiry accurately and provide explanations that are both polite and easy to understand.

In this article, I explain useful English expressions for responding to customer inquiries, along with practical conversation examples.

Dialogue

B

Hello, I’m calling about my recent order. I haven’t received a confirmation email yet.

A

Thank you for contacting us. Could you please tell me your order number?

B

Yes, it’s 45892. I placed the order yesterday afternoon.

A

I see. Let me check the status for you.

B

Sure, thank you.

A

It looks like the order is being processed, and the confirmation email should arrive shortly.

B

That’s good to know. Thank you for your help.

1. Basic Response When Receiving an Inquiry

In customer service, the first sentence has a strong impact on the overall impression.

When receiving an inquiry, it is standard practice to begin by expressing gratitude.

Starting with this phrase gives a professional and courteous impression. I can use this expression in emails, phone calls, or chat support, as it is highly versatile.

2. Confirming Necessary Information

To understand the inquiry accurately, it is often necessary to ask the customer for additional details.

The phrase “Could you please ～?” is commonly used in customer service because it sounds polite and considerate, rather than direct or commanding.

3. Responding When an Immediate Answer Is Not Available

In customer support, there are many situations where I cannot give an immediate answer. In such cases, it is important to clearly state that I will check the information.

The phrase “Let me check ～” means that I am about to verify the information. Even if it takes some time, clearly stating this helps reassure the customer.

4. Explaining the Current Status

After checking, it is important to explain the situation clearly and in an organized manner.

The expression “It looks like ～” is useful when explaining system information or progress that is not yet final. It allows me to share the current situation without sounding overly definitive.

In addition, explaining what will happen next helps reduce customer anxiety.

Here, “should” expresses expectation or likelihood, meaning “it is expected to” or “it is likely to.”

Summary