Spanish Vocabulary for Customer Service Solutions

Spanish Vocabulary for Customer Service Solutions
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  • 0:02 The Power of Words
  • 0:41 Customer Service Common Words
  • 1:59 Basic Phrases
  • 4:24 Sounding Helpful and Positive
  • 5:07 Working with a Client
  • 5:52 Lesson Summary
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Lesson Transcript
Instructor: Yolanda Reinoso Barzallo

Yolanda holds a CELTA Cambridge, a Juris Doctorate, and a Master of Public Administration. She is a published author of fiction in Spanish.

Customers get frustrated in every country. If you must give them a solution in Spanish, this lesson provides you with some basic phrases and vocabulary you can use. This language is key in making customer service a success.

The Power of Words

Clients who call customer service usually have some level of dissatisfaction about the services they have received. In one of the best case scenarios, they have a question; worst case scenario, they are angry and frustrated.

The words the customer service representative uses to address the client frustration are essential to success. Moreover, a solution brings out a smile if expressed the right way. Carl has been the 'customer service representative of the month' many times because he knows what Spanish words to use with the clients he assists. Let's learn from him.

Customer Service Common Words

The following terms and phrases are some of the most common used by Carl and his co-workers in their job as customer service reps. Let's go through a list of some of the most used terms and phrases in Spanish as well as their definitions:

  • centro de atención al cliente (SEHN-troh deh ah-tehn-see-OHN ahl klee-EHN-teh) means 'call center'
  • línea de atención al cliente (LEE-neh-ah deh ah-tehn-see-OHN ahl klee-EHN-teh) means 'customer service line'. It can also be referred to as el número de atención al cliente ('number')
  • servicio de chat (sehr-BEE-seeoh deh chat) means 'chat service'
  • las 24 horas (lahs beheen-tee-KWA-troh OH-rahs) means '24 hours'
  • el agente de servicio al cliente (ehl ah-HEN-teh deh sehr-BEE-seeoh ahl klee-EHN-teh) means 'the customer service agent'. For a female, use la agente. A customer service rep can also be referred to just as a representative or in Spanish, el representante de atención al cliente (ehl reh-preh-sehn-TAHN-teh)
  • el cliente (ehl klee-EHN-teh) means 'the client'. While in English call centers, we might refer to the customer making the phone call as the caller, in Spanish they're simply referred to as clients
  • en espera (ehn ehs-PEH-rah) means 'on hold'

Basic Phrases

Carl tells us the most common phrases he repeats everyday. A typical call begins with greetings, then with finding out the customer's reason for calling and resolving the issue.

Greetings

Polite and appropriate greetings in Spanish include:

  • Buenos días (boo-EH-nohs DEE-ahs) which means 'good morning'
  • Buenas tardes (boo-EH-nahs TAHR-dehs) means 'good afternoon'
  • Buenas noches (boo-EH-nahs NOH-chehs) means 'good evening' and 'good night'

Remember to avoid saying hola because while it technically means 'hello,' this is not a professional way to answer a customer service phone call.

When Carl answers the phone at work, his typical greeting might sound something like this:

Buenos días. Gracias por llamar al centro de atención al cliente. Carl le saluda. (translated, he's saying, 'Good morning, thank you for calling the call center. Carl greets you.')

To end the call, you might say one of a couple of things:

  • Ha sido un placer asistirle. Que tenga un buen día. (in other words, 'It has been a pleasure to assist you. Have a nice day.')

Or, you might say:

  • Gracias por su llamada. Estamos para servirle. (which means 'Thank you for your call. We are at your service.')

Basic Questions

Other common sentences related to greetings and responses include:

  • ¿En qué le puedo ayudar? (ehn keh leh poo-EH-doh ah-yoo-DAHR) means 'How can I help you?'
  • ¿Me permite su nombre? (meh pehr-MEE-teh soo NOHM-breh) means 'May I have your name?' Note: The word nombre can be substituted for número de cuenta (NOO-meh-roh deh kwehn-tah), which means 'account number'
  • ¿Le parece bien? (leh pah-REH-seh bee-ehn) 'Does that seem fine to you?'
  • ¿Hay algo más en que le pueda ayudar? (aee AHL-goh mahs ehn keh leh poo-EH-dah ah-yoo-DAHR) means 'Is there anything else I can help you with?'

Apologizing

Sometimes when working in customer service, there's a need to apologize on behalf of the company. Phrases related to apologies include:

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