8 customer courtesy tips and why it matters

When someone tells you they spent hours on the phone with customer service, it’s usually a horror story. We all know the tropes of the genre—torturously long waits, endless transfers, inescapable hold music, etc. But at Zendesk, some of our customer support agents take pride in their longest customer calls.

“We have one advocate who boasted that they spent two hours talking about Star Wars with an admin,” says Holly Vande Walle, director of training and quality assurance at Zendesk Global Customer Advocacy. “That admin is now a promoter for life because they had such a great experience with us.”

If you’re serious about customer courtesy, you and your support team should offer more than the bare minimum. Instead, use these tips to build a culture that goes above and beyond to keep your customers happy.

Why customer courtesy is important

Customer courtesy is important because a lack of courtesy can wreak havoc on your customer retention rates. Subpar support can cost you a customer and possibly everyone else they tell about their awful experience. However, notable examples of customer courtesy can increase a customer’s loyalty, make them likely to buy more, and inspire them to brag about your company to others.

Courteous interactions demonstrate that you see customers as more than just transactions. It involves recognizing their individual needs, addressing their concerns with patience, and showing a commitment to their satisfaction. Moreover, in a marketplace where consumers have numerous options, exceptional customer service becomes a key differentiator that sets you apart from your competitors.

8 tips for improving customer courtesy

The following tips provide practical strategies to elevate your customer service approach, ensuring that every interaction reflects professionalism, empathy, and genuine care.

1. Connect customers with agents ASAP

A key component of courtesy is respecting a customer’s time. Set up an interactive voice response (IVR) system to connect customers with agents as quickly as possible. Enhance this experience by integrating AI-powered tools, such as AI chatbots, into your live chat to provide immediate responses. Additionally, implementing intelligent routing improves first-call resolution rates by ensuring customers match with agents who are best equipped to handle their issues.

Workforce management (WFM) tools play a critical role in supporting these intelligent routing systems by ensuring optimal staffing levels and agent distribution. They use historical call volume data, predictive analytics, and real-time performance metrics to create dynamic staffing schedules that match anticipated customer demand.

By analyzing peak call times, average handling times, and seasonal fluctuations, WFM systems help contact centers prevent understaffing during high-volume periods and reduce unnecessary labor costs during slower times.

2. Start on a friendly note

You only get one chance to make a first impression. Give a cheerful “Good morning” or “Good afternoon” before introducing yourself to the caller. Use similar courtesy phrases in written communication channels—“I hope this email finds you well” or “How’s your day going?”

Unless the customer seems like they’re in a hurry, don’t be afraid to engage in a little small talk using these customer service phrases to build customer rapport. Instead of following call scripts to the letter, use them more as guidelines for fostering casual, natural conversations.

3. Don’t hide behind “we”

Personalizing customer conversations is an art that begins with the strategic use of language, particularly pronouns. Customer service reps can create a sense of direct, authentic connection that makes customers feel truly heard and valued by using “you” and “I” instead of the more impersonal “we.”

Not to mention, “we” can turn into a crutch for deflecting blame. Don’t say, “We’re sorry” when a customer shares a complaint—say, “I’m sorry.” People appreciate accountability (even if it’s not really your fault).

If you use chatbots, make sure they use natural language and exhibit human-like traits. According to the Zendesk Customer Experience Trends Report 2025, this builds trust and makes the majority of customers more likely to engage with them. AI agents are the advanced solution that helps businesses achieve this by resolving complex customer queries and providing personalized support.

4. Give “verbal nods” when the customer is talking

Since you can’t make eye contact over the phone, do the next best thing: Remember to “verbally nod” when a customer is explaining an issue. Actively listening with the occasional “yeah,” “okay,” or “uh-huh” displays simple call center etiquette that lets people know that you’re actively listening to them.

In a live chat, a simple “got it” or “I see” serves the same purpose, ensuring customers that you’re following along.

Try to refrain from interjecting with a long-winded response, even if you think you know the solution right away. Wait until the caller has clearly finished talking to respond in full.

5. Show compassion

You may get bored when a customer tells you about issues that you handle all the time. But it’s important to remember that the problem is important to them.

Step into their frame of mind using customer empathy and let them know you understand the seriousness of the problem. Validate customer complaints with phrases like:

• “You’re absolutely right.”
• “So sorry you had to deal with that.”
• “Thank you so much for highlighting this issue; I’ll work to get it resolved right away.”

It doesn’t matter if you’re dealing with an angry customer. Show every caller empathy to build their trust in your brand and service.

6. Always ask for confirmation

Customers hate having to repeat themselves. Keep the conversation smooth by checking in with them to make sure you understand their problem. This method also allows you to ensure you’re aligned before moving toward a solution.

After they’ve explained their problem, tell them, “I just want to be absolutely sure that I fully understand what I’m hearing—you’re saying…” At that point, describe their problem back to them. The invitation to correct any mischaracterizations shows humility and openness. It signals that you’re invested in the customer experience (CX) and not just moving quickly through a scripted interaction.

7. Let them know you’re on the case

Customers appreciate a speedy resolution to their issues. Match their sense of urgency with reassuring phrases like, “I’ll get on that right away.”

When solving a problem for someone over the phone, don’t allow too much dead air to pass while you’re working. Explain what you’re doing while you’re doing it. For example, you might say, “I’m currently pulling up your account details.”

Keep customers informed about each step you’re taking. Even if the issue is challenging, sharing your approach will make them feel more confident that you can solve it.

8. End on a high note

The final moments of a customer service interaction are just as crucial as the initial engagement, so you don’t want to seem like you’re in a hurry to get off the line. Before ending the conversation, ask, “Is there anything else I can help you with?”

Concluding the conversation with genuine care and attention demonstrates your commitment to improving the customer experience beyond merely solving the immediate problem.

If everything’s been resolved to their satisfaction, end on a cheerful note. Expressing gratitude—such as saying, “Thanks so much for your patience today!”—accomplishes several objectives. It acknowledges the customer’s cooperation and understanding, particularly if the interaction involved complex problem-solving. The phrase also humanizes the interaction, transforming what could feel like a transactional exchange into a moment of genuine connection.

Commit to courteous customer service with Zendesk

A little common customer courtesy goes a long way, and a little uncommon courtesy goes even further. Whether it’s a surprisingly long and friendly customer conversation or a shockingly fast and thorough resolution, displaying customer obsession makes you stand out. Customers notice when you go the extra mile—and they often tell others.