Phrases for a counter, a phone, or a front desk: greet, check, and say what happens next without a promise you cannot keep.
A greeting plus one question is enough. Good morning. How can I help?
Let the person explain before you offer a fix. You do not know the problem yet.
Better. Good afternoon. What can I help you with today?
Avoid. What's wrong?
The better opening invites the request. What's wrong assumes there is a complaint and puts the person on the defensive.
If you missed a name, a number, or a time, ask them to say it again. Guessing a booking is worse than a short pause.
Could you repeat that for me, please? is professional. Sorry, what? is abrupt, and pretending you heard is risky.
Better. Could you repeat the surname for me, please?
Avoid. Yeah, I've got it.
The better line asks only for the part you missed. Saying you have it, when you do not, sends the wrong order or the wrong person.
Tell the person you are looking it up. Let me check that for you. Then check the booking, the order, or the delivery list.
Repeat the detail that matters so they can correct you: So that is a table for four at 7pm, under Ebanks.
Better. Let me check that booking. Can I confirm the name and the time?
Avoid. The computer says no.
The better line says what you are checking. The computer says no does not tell them what failed or what you will do next.
Do not invent a price, a time, or a policy. I don't have that information yet, but I can check.
If you name a time you will come back, keep it. A callback you forget is a second problem.
Better. I don't have the repair time yet. I can check with the workshop and call you before 4pm.
Avoid. It'll be ready this afternoon, no problem.
The better line does not book a repair that the workshop has not confirmed. The person still knows when they will hear.
Acknowledge the issue, check what happened, and say the next step. I can hear that the order was late. Let me look at the ticket.
Acknowledging the problem is not the same as agreeing whose fault it was. Do not apologise for a cause you have not checked, and do not argue before you know the facts.
Better. I'm sorry the table wasn't ready. Let me check the booking and see what I can do.
Avoid. That's not our fault. You should have called.
The better line names the problem they raised and moves to a check. It does not decide blame, and it does not dismiss them.
The person should leave knowing what happens next. I'll check with the manager and call you before 3pm.
Only offer a time you can keep. If you cannot promise 3pm, say you will call when you have the answer, and name the part of the day if that is honest.
Better. I'll ask the supervisor and call you before 3pm.
Avoid. Someone will deal with you.
Before 3pm is a step you can be held to. Someone is not a person, and deal with you is not an action.