Spanish Customer Service Phrases and Conversations [with Example Call Scripts]
Do you work in a call center and would like to learn a few Spanish customer service phrases? Or perhaps you’re an entrepreneur expanding operations into Latin America and need to learn how to deal with Spanish-speaking customers.
Customer service is a key aspect that can make or break a company. With the growing number of Spanish speakers living in the United States, it’s important that your customer service team members know basic Spanish vocabulary in this crucial business area.
Keep reading to learn what customer service involves and how to communicate effectively with customers in Spanish. This article introduces you to customer service vocabulary and useful call center phrases, and it provides scripted customer service call questions and comments.
Table of Contents:
- What Does Customer Service Involve?
- Spanish Customer Service Vocabulary
- How to Start and End a Customer Service Call in Spanish
- Call Center Phrases in Spanish
- Spanish Call Center Scripts
- Start Practicing Your Customer Service Spanish Today
What Does Customer Service Involve?
Today, customer service is more important than ever before as “marketplaces are incredibly customer-driven.” That’s why it’s so essential to truly understand the concept of customer service and what it involves.
According to salesforce.com, customer service is “the support you offer your customers—both before and after they buy and use your products or services–that helps them have an easy and enjoyable experience with you.”
Customer service involves brand building, digital and communication technologies, customer support, and after-sales services.
Communicating with Customers in Spanish
Dealing with customers in Spanish requires a degree of diplomacy, politeness, and formal speech that’s not the usual Spanish you learn. Keep in mind that in Spanish there’s a formal you (usted) and an informal one (tú).
The usted form is appropriate for customer service situations.
To master the customer service concept and all it involves in Spanish, you need to learn to use the formal “you,” a few polite words and expressions, and familiarize yourself with customer service conversations.
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Spanish Customer Service Vocabulary
First, let’s start by learning a few common courtesy words and other must-know customer service sayings.
Customer Service Nouns
|call center||el centro de atención a clientes|
|customer service representative||el/la representante de atención al cliente|
|help desk||el área de soporte técnico|
|complaint||la queja, el reclamo|
Customer Service Adjectives
Customer Service Verbs
|to return (a product)||devolver (un producto)|
|to answer (the phone)||contestar (el teléfono)|
|to ask (a question)||preguntar|
|to ask (for something)||pedir|
|to answer||responder, contestar|
|to complain||quejar, quejarse|
|to fill out (a form)||llenar (un formulario)|
|to talk (to the supervisor)||hablar (con el supervisor)|
How to Start and End a Customer Service Call in Spanish
It’s time to learn some useful Spanish greetings to start and end Spanish phone conversations or customer service calls.
Hola, me llamo…
Hello, my name is…
Hello, I am (this is)…
Acknowledging the Customer
Gracias por llamar al centro de atención al cliente de (name of company).
Thank you for calling (company)’s call center.
¿Cómo le puedo ayudar?
How can I help you?
¿En qué puedo servirle?
What can I do for you?
¿Me permite su nombre?
May I have your name?
Ending the Call
¿Hay algo más con lo que pueda ayudarle?
Is there anything else I can help you with?
Si tiene alguna otra pregunta, siéntase libre de llamarnos nuevamente.
If you have any more questions, feel free to call again.
Gracias por llamar al centro de atención al cliente de (name of company).
Thank you for calling the (name of company)’s call center.
Ha sido un placer atenderle.
It’s been a pleasure to help you.
¡Que tenga un excelente día!
Have a nice day!
Call Center Phrases in Spanish
The following is a list of Spanish customer service phrases that you’re going to find helpful when working in a call center. I’ve divided them into three categories to make it easier for you to find the customer service expressions you need.
Discovering the Issue
First, find out why your customer is calling you. It’s your job to help them clearly explain to you what the issue is that they need a solution for.
¿Cómo puedo ayudarle?
How can I help you?
¿Cuál es el problema?
What’s the problem?
¿Está roto/a (dañado/a, defectuoso/a)?
Is it broken (damaged, defective)?
Entiendo su preocupación.
I understand your concern.
Gracias por traer esto a nuestra atención.
Thank you for bringing this to our attention.
Lamento escuchar eso.
I’m sorry to hear that.
Me disculpo por el inconveniente.
I apologize for the inconvenience.
Talking About Solutions
Once you have identified the problem, not it’s time to find a solution for it.
Le voy a dar una actualización.
I will give you an update.
Me gustaría recomendarle la siguiente solución…
I’d be happy to recommend the following solution…
Puedo ofrecerle un reembolso.
I can offer you a refund.
¿Le gustaría un reemplazo o un reembolso?
Would you like a replacement or a refund?
Voy a intentar resolver esto para usted lo antes posible.
I will try to solve this for you as soon as possible.
Dealing with Angry Customers
With angry customers, be diplomatic, polite, and avoid engaging in an argument.
Entiendo que esto es frustrante para usted.
I understand this is frustrating for you.
Esto parece ser un problema de nuestra parte.
There seems to be a problem on our end.
Me sentiría de la misma manera en su situación, podemos solucionarlo.
I would feel the same way in your situation; we can sort it out.
Disculpe, pero esto está en contra de la política de la compañía.
I’m sorry, but this is against our company policy.
Spanish Call Center Scripts
Call scripts are written to assist agents in handling a call and make sure that the correct wording and logic is used. They also “guarantee consistency across the call center and allow agents to act more naturally.”
Answering the Call
Hola, mi nombre es [name] de [company ‘s name]. ¿Cómo está usted hoy?
Hello, my name is [name] from [company’s name]. How are you today?
If the customer replies with a positive answer:
¡Qué gusto saber eso! ¿En qué puedo ayudarle?
Great to hear! How can I help you today?
If the customer replies with a negative answer, you could say:
Lamento escuchar eso. ¿En qué puedo ayudarle?
I’m sorry to hear that. How can I help you?
Lamento mucho todo esto. Si me da su nombre completo y número de orden, intentaré resolver su problema ahora mismo.
I’m so sorry about that. If you give me your full name and order number, I’ll try to solve your problem right now.
Spanish Call Center Script for Billing and Credit Card Information
¿Cómo desea pagar? Aceptamos todas las tarjetas de crédito, débito y PayPal.
How do you want to pay? We accept all major credit cards, debit cards, and PayPal.
Para procesar su orden, necesito que por favor me dé su número de tarjeta de crédito, código de seguridad y fecha de vencimiento.
To process your order, please give me the number of your credit card, CVV code, and expiration date.
¿Me puede dar la dirección donde está registrada su tarjeta por favor?
Can you please give me your current billing address?
¿Me puede confirmar su fecha de nacimiento por favor?
Can you confirm your date of birth for me?
¿Puede verificar su código postal por favor?
Can you please verify your zip code for me?
¿Me puede dar su dirección de correo electrónico por favor?
Can you please give me an email address?
Por último, ¿tiene un número telefónico al que nos podamos comunicar con usted?
Finally, do you have a phone number where we can call you?
Su pago ha sido efectuado, en un momento recibirá un correo electrónico con toda la información al respect.
Your payment has been made, in one moment you’ll receive an email with all the information about your order.
Finishing the Call
¿Algo más en que lo pueda ayudar?
Is there anything else I can do for you?
Muchas gracias por llamar al centro de atención al cliente de [company’s name]. ¡Que tenga un excelente día!
Thank you very much for calling the [company’s name] call center. Have a nice day!
Start Practicing Your Customer Service Spanish Today
Customer service is a crucial part of a successful company and brand in today’s world. If you plan to take this career path or are involved in business, it’s helpful for you to learn the Spanish customer service phrases and vocabulary explored in this lesson.
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