15 Mandarin Customer Service Phrases

I’m pretty sure at some point, all of us have worked in customer service at least once - whether it is as your current full time job, or one of your part time gigs while studying.

Providing great customer service is not easy - knowing what to say and how to say it best is not a flair everyone has. To make things worse, dealing with customers who don’t speak English can be quite the challenge. To help some of the service staff out there, here’s a list of common customer service phrases - in Mandarin Chinese. At the very least, you can get yourself out of a pinch when dealing with Chinese speaking customers.

1. Do you need help? 您需要帮助吗? (Nín xū yào bāng zhù ma?)

One of the first questions you’d ask a customer coming into your shop (apart from “Hello”). Be sure to offer assistance to your customers so they feel welcome & don’t get lost looking for a product!

2. What kind of [product] are you looking for?   您在找什么样的[产品]? (Nín zài zhǎo shén me yàng de [chǎn pǐn]?)

If a patron does need assistance, you would normally follow up with this question to ask what they’re looking for specifically.

3. This [product] is currently not in stock.   这个[产品]目前没有存货。 (Zhè ge [chǎn pǐn] mù qián méi yǒu cún huò.)

Ah. Always a bummer to hear this statement on the customer’s end, but it’s probably a phrase that you’ll be using often, whether you like it or not.

4. Here’s an alternative you could use instead!   这里有一个您可以使用的替代! (Zhè li yǒu yī gè nín kě yǐ shǐ yòng de tì dài!)

Part of being a good customer service staff is providing alternatives for products that your customers can’t currently get. It’s a way of showing that you care for their needs. Plus, they buy anyway. Win-win situation for everyone!

5. Personally, I would recommend [product]   就我个人而言,我推荐[产品]。(Jiù wǒ gè rén ér yán, wǒ tuī jiàn [chǎn pǐn].)

Sometimes, giving your own personal touch to your service is what makes you reliable and memorable to your customers. They don’t just want products from your store, they want THE best product there is out there, and knowing the personal opinion of someone working at the store they’re at can help greatly.

6. Would you like to try this on?   您想试穿一下吗? (Nín xiǎng shì chuān yī xià ma?)

This is more for people working at specifically retail stores. It’s good to push them to try out products before they buy! Who knows, maybe the more they try, the more they’ll buy.

7. I’ll find that out and get back to you!  我会查清楚后再告诉您! (Wǒ huì chá qīng chǔ hòu zài gào sù nín!)

This phrase would probably be used in situations where customers are asking an unusual question that even you might not know the answer to. Tell them this to buy some time to speak to your manager.

8. Could you please tell me more?  您能告诉我更多情况吗? (Nín néng gào sù wǒ gèng duō qíng kuàng ma?)

This could be used in a variety of situations - such as when your customer is complaining about a bad experience they’ve had with a product, or if they’re looking for a product, and you’d like them to be more specific. These little story times you get from customers can help you to serve them better once you can truly understand their needs and the problems they’re currently facing.

9. Thanks for letting us know about this.  谢谢您告诉我们这件事。(Xiè xiè nín gào sù wǒ men zhè jiàn shì.)

This probably happens when your customer is complaining about something that went wrong with your product, or maybe with another staff they were talking to. Use this phrase to tell them that you appreciate their feedback and will be on your way to rectifying the mistake.

10. I’m so sorry you had to experience this.  我很抱歉让您经历这一切。(Wǒ hěn bào qiàn ràng nín jīng lì zhè yī qiè.)

Letting your customer know that whatever happened is unacceptable whenever they’re having a poor experience with your company or its products assures them that the standard they experienced is not the norm and that they can expect better from you from then on.

11. I completely understand, this would upset me too.  我完全理解,这也会让我感到心烦。(Wǒ wán quán lǐ jiě, zhè yě huì ràng wǒ gǎn dào xīn fán.)

Empathy is vital in the customer service sector, and there’s nothing better than to empathise with your customers when they’re having a poor experience with your product.

12. I’ve passed this on to our team.  我已经把这消息传达给了我们的团队。(Wǒ yǐ jīng bǎ zhè xiāo xī chuán dá gěi le wǒ men de tuán duì.)

This phrase will probably used in situations where you are unable to solve the customer’s problems on your own, and it needs to be escalated to another team.

13. I’m glad to have been able to be of assistance! 我很高兴能帮上忙! (Wǒ hěn gāo xìng néng bāng shàng máng!)

Good to use this phrase after you’re done assisting your customer, just so they know that they aren’t being a bother

14. Have a lovely day!  祝您有愉快的一天! (Zhù nín yǒu yú kuài de yī tiān!)

Just a nice phrase to use when they’re about to leave the store! It could make their day, especially if they’re already having a bad one.

15. Hope to see you again!   希望再次见到您! (Xī wàng zài cì jiàn dào nín!)

Tell them that they’re valued! This is just a nice phrase to end their experience with, and hopefully they come back again.

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