English Phrases for Client Support

English Phrases for Client Support

When you're working directly with clients, every word matters. The phrases you choose can transform a frustrated customer into a loyal advocate, or escalate a minor issue into a major complaint. Language becomes your most powerful tool in building trust, demonstrating empathy, and resolving problems efficiently. Support professionals who master the art of communication don't just solve problems—they create memorable experiences that keep clients coming back.

Client support communication encompasses the strategic use of language to address inquiries, resolve complaints, provide information, and maintain positive relationships with customers across various channels. It requires balancing professionalism with warmth, clarity with empathy, and efficiency with thoroughness. The right phrases can de-escalate tense situations, clarify complex information, and leave clients feeling valued and understood.

Throughout this comprehensive guide, you'll discover practical phrases organized by common support scenarios, learn when and how to use them effectively, and understand the psychological principles that make certain expressions more impactful than others. You'll find ready-to-use templates, situational examples, and strategic insights that will elevate your client interactions from merely adequate to genuinely exceptional.

Opening and Greeting Phrases That Set the Right Tone

The first words you exchange with a client establish the entire trajectory of your interaction. A warm, professional greeting immediately signals that the person has reached someone who cares about their needs and has the expertise to help. These opening moments are critical for building rapport and setting expectations.

Starting with the client's name personalizes the interaction instantly. "Good morning, Sarah" or "Hello, Mr. Thompson" shows you've taken the time to identify who you're speaking with. When names aren't available, "Thank you for contacting us today" works beautifully as an alternative that still conveys appreciation.

Acknowledging the client's effort to reach out validates their action: "I appreciate you bringing this to our attention" or "Thank you for taking the time to reach out to us." These phrases recognize that the client has invested time and energy in contacting you, which shouldn't be taken for granted.

Introducing yourself properly establishes credibility and accountability. "My name is Jennifer, and I'll be assisting you today" or "This is Michael from the support team, and I'm here to help resolve this for you" creates a personal connection and lets the client know exactly who is responsible for helping them.

The greeting sets the emotional tone for everything that follows. A client who feels welcomed from the first moment is already halfway to being satisfied, regardless of the issue they're facing.

Channel-Specific Opening Approaches

Different communication channels require adapted greetings. Phone conversations benefit from warmer, more conversational openings: "Thank you for calling [Company Name]. This is David. How may I help you today?" The spoken word allows for tone and inflection to convey warmth that written text cannot.

Email communications should be equally warm but slightly more formal: "Dear Ms. Rodriguez, Thank you for your email regarding [specific issue]. I'm here to help you resolve this matter." Emails give you the opportunity to reference specific details from the client's message, showing you've read and understood their concern.

Live chat requires brevity while maintaining friendliness: "Hi there! Thanks for reaching out. I'm Alex, and I'm ready to help. What can I assist you with today?" Chat communications work best when they mirror natural conversation rhythms while remaining professional.

Active Listening and Acknowledgment Expressions

Once a client begins explaining their situation, your responses must demonstrate that you're genuinely listening and processing what they're saying. Active listening phrases reassure clients that their concerns are being heard and taken seriously, which is often just as important as the actual solution you'll provide.

"I understand how frustrating that must be" validates the client's emotional response without agreeing that your company did something wrong. It shows empathy for their experience while remaining neutral about fault. Similarly, "I can see why that would be concerning" acknowledges their perspective.

Paraphrasing demonstrates comprehension: "Just to make sure I understand correctly, you're experiencing [restate the issue]?" or "So what you're saying is [summary of their concern]. Is that accurate?" These phrases serve dual purposes—they confirm you've understood correctly and give the client an opportunity to clarify if needed.

• "That's a great question" – validates their inquiry and shows you appreciate their engagement
• "I appreciate you explaining that in detail" – acknowledges the effort they've made to communicate clearly
• "Thank you for your patience while I look into this" – recognizes that waiting requires effort on their part
• "I can hear how important this is to you" – demonstrates emotional awareness and empathy
• "You're absolutely right to bring this up" – validates their decision to contact support

Verbal nods in written communication maintain engagement. Phrases like "I see", "Understood", and "That makes sense" show you're following along. In phone conversations, these should be used more frequently, while in written communication, they should be balanced with more substantive responses.

Clients don't just want solutions—they want to feel heard. The phrases you use to acknowledge their concerns can be more impactful than the actual resolution in determining their overall satisfaction.

Problem Investigation and Information Gathering

Before you can solve a problem, you typically need additional information. How you request this information significantly impacts whether clients perceive you as helpful or bureaucratic. The goal is to make information gathering feel like collaborative problem-solving rather than interrogation.

Frame questions as partnership: "To help me resolve this quickly, could you tell me..." or "So I can find the best solution for you, I'll need to know..." These phrases explain why you're asking, which makes clients more willing to provide details.

When asking for potentially sensitive information, acknowledge the request: "I know this is additional information, but could you provide..." or "I appreciate your patience with these questions—they'll help me resolve this more efficiently." This recognition shows respect for their time.

Transitioning Between Investigation and Solution

Once you've gathered sufficient information, signal the transition clearly: "Thank you for providing those details. Based on what you've told me, here's what I can do..." or "Now that I have a complete picture, let me walk you through the solution." These transitions reassure the client that their information was valuable and that progress is being made.

Providing Solutions and Instructions

When delivering solutions, clarity becomes paramount. Even the most elegant solution fails if the client can't understand or implement it. Your language should guide them through resolution with confidence and ease.

Break down complex solutions into steps: "I'm going to walk you through this process step by step" or "Let's tackle this together. First, we'll..." This approach prevents overwhelm and creates a sense of partnership.

Use action-oriented language that empowers the client: "You'll want to click on..." rather than passive constructions like "The button should be clicked." Active voice makes instructions clearer and more direct.

🔹 "Here's what I recommend..." – positions you as an advisor rather than just a rule-follower

🔹 "The quickest way to resolve this is..." – shows respect for their time

🔹 "I've found that the most effective approach is..." – shares expertise while remaining approachable

🔹 "Let me explain how this works..." – offers education, not just a quick fix

🔹 "I'll guide you through each step..." – promises ongoing support throughout the process

When providing technical instructions, check for understanding: "Does that make sense so far?" or "Are you able to see that option on your screen?" These checkpoints ensure you're moving at the right pace and that the client is successfully following along.

The best solutions are worthless if they're incomprehensible. Adjust your language complexity to match your client's technical literacy, and never make them feel inadequate for needing clarification.

Handling Multiple Solution Options

When several solutions exist, present them clearly: "You have a couple of options here. The first option is... The second option would be... Which approach would work better for you?" This structure gives clients agency while guiding them toward the best choice.

For complex decisions, outline pros and cons: "Option A is faster but requires... Option B takes a bit longer but offers the advantage of..." This transparent approach builds trust and helps clients make informed decisions.

Managing Expectations and Setting Timelines

Disappointment often stems from mismatched expectations rather than actual service failures. Clear communication about what will happen and when prevents frustration and builds trust through reliability.

Be specific about timelines: "I'll have an answer for you within two business hours" is far superior to "I'll get back to you soon." Specificity allows clients to plan accordingly and reduces anxiety about when they'll hear from you.

When you can't provide immediate solutions, explain the process: "Here's what happens next: I'll escalate this to our technical team, who will investigate within 24 hours. You'll receive an email update by tomorrow afternoon, and if they need any additional information, they'll reach out directly." This detailed explanation gives clients a clear picture of the resolution journey.

Under-promise and over-deliver when possible: "This typically takes up to three business days, though we often complete it sooner" sets a conservative expectation that you can beat, creating positive surprise.

Communicating Delays or Complications

When issues become more complicated than initially expected, communicate proactively: "I want to give you an update on where we are. This is taking a bit longer than anticipated because... Here's the new timeline I'm working toward..." Proactive communication prevents clients from feeling forgotten or misled.

If you need to revise a timeline, own it: "I previously mentioned this would be completed by Thursday, but I've discovered that... The new completion date is Monday. I apologize for the change and appreciate your understanding." Acknowledging your initial estimate shows accountability.

Apologizing Effectively Without Over-Apologizing

Apologies are powerful tools when used appropriately, but excessive apologizing can undermine your professionalism and make clients question your competence. The key is knowing when to apologize, how to do it meaningfully, and when to focus on solutions instead.

Apologize for genuine failures or inconveniences: "I apologize for the inconvenience this has caused" or "I'm sorry you've experienced this issue" acknowledges impact without necessarily admitting fault. These phrases validate the client's negative experience while remaining professionally appropriate.

When your company is clearly at fault, own it directly: "This was our error, and I apologize" or "You're right—this shouldn't have happened, and I'm sorry it did." Clear accountability builds respect and trust.

However, avoid apologizing for things beyond your control or for normal business processes: Instead of "I'm sorry, but you'll need to provide identification", say "For security purposes, I'll need to verify your identity." The latter is professional without suggesting you're doing something wrong by following proper procedures.

An apology followed by immediate action is exponentially more effective than an apology alone. Clients want to know what you're going to do about the problem, not just that you feel bad about it.

Apology Alternatives That Show Empathy

Sometimes empathy serves better than apology. "I understand how frustrating this must be" validates feelings without implying fault. "Thank you for your patience" acknowledges their effort positively rather than apologizing for making them wait.

When clients apologize to you unnecessarily (a common occurrence), graciously redirect: "No need to apologize—that's what I'm here for" or "Please don't worry about that. I'm happy to help." This reassures them and maintains positive interaction dynamics.

Handling Difficult Situations and Upset Clients

Even with perfect service, you'll occasionally encounter frustrated or angry clients. How you respond in these moments defines your professional expertise more than any other scenario. The right phrases can de-escalate tension and transform conflict into resolution.

Start by acknowledging their emotion without becoming defensive: "I can hear that you're frustrated, and I want to help make this right" or "I understand this situation is upsetting. Let's work together to find a solution." These phrases validate feelings while redirecting toward resolution.

Never tell someone to "calm down" or suggest their emotions are inappropriate. Instead, use phrases like "I'm here to help resolve this" or "Let's focus on fixing this for you right now." These redirect attention to solutions without dismissing emotions.

• "You're absolutely right to be concerned about this" – validates their reaction without admitting wrongdoing
• "I would feel the same way in your situation" – creates empathetic connection
• "Let me see what I can do to make this right" – shows willingness to go beyond standard procedures
• "I'm going to personally ensure this gets resolved" – creates accountability and reassurance
• "Help me understand what would be a satisfactory resolution for you" – involves them in solution-finding

When you need to enforce policies that disappoint clients, explain the reasoning: "I understand that's not the answer you were hoping for. The reason for this policy is... Here's what I can do within those guidelines..." This approach shows you're not arbitrarily saying no, but working within necessary constraints.

In heated situations, your calm, solution-focused language can single-handedly determine whether the interaction escalates or resolves. Your emotional regulation becomes the client's anchor.

Phrases to Avoid in Tense Situations

Certain phrases escalate rather than de-escalate. Avoid "That's our policy" without explanation—it sounds dismissive. Don't say "There's nothing I can do"; instead, focus on what you can do. Never use "You should have..." or "Why didn't you..." which sound accusatory.

Replace blame-oriented language with collaborative problem-solving: Instead of "You didn't follow the instructions", try "Let's make sure we're on the same page about the next steps." The shift from accusation to partnership changes the entire dynamic.

Transferring Clients and Escalations

Sometimes you'll need to transfer a client to another department or escalate to a supervisor. How you handle these transitions significantly impacts the client's experience and perception of your organization's competence.

Explain why the transfer benefits them: "I'm going to connect you with our billing specialist who can access your account details and resolve this more quickly than I can from here" frames the transfer as an upgrade, not a runaround.

Never transfer without context: "Before I transfer you, let me summarize what we've discussed so you don't have to repeat everything..." shows respect for their time and reduces frustration. Then ensure the receiving party has all relevant information.

When escalating to a supervisor, frame it positively: "I want to make sure you receive the best possible resolution, so I'm going to bring my manager into this conversation. They have additional options available that can help us resolve this for you." This positions the escalation as enhanced service, not your failure.

If the specialist or supervisor isn't immediately available: "Sarah, our billing specialist, is currently with another client. I can have her call you back within the hour, or we can schedule a specific time that works better for you. Which would you prefer?" Offering options gives the client control.

Warm Transfers Versus Cold Transfers

Whenever possible, perform warm transfers where you stay on the line briefly to introduce the client and summarize the situation: "Hi Marcus, I have Mrs. Johnson on the line. She's experiencing [brief summary]. I've already verified her account and gathered [relevant information]. Mrs. Johnson, Marcus specializes in this area and will take excellent care of you from here."

This approach prevents the client from feeling abandoned and ensures continuity of service. It also demonstrates professionalism and teamwork within your organization.

Closing Conversations Professionally

How you end an interaction is just as important as how you begin it. A strong closing leaves clients feeling satisfied, valued, and confident that their issue has been fully addressed.

Confirm resolution before closing: "Have I completely addressed your concern today?" or "Is there anything else I can help you with before we finish?" These questions ensure nothing has been overlooked and give clients permission to raise additional concerns.

Summarize what was accomplished: "Just to recap, we've [summary of actions taken], and you should see [expected result] within [timeframe]" provides closure and reinforces what was achieved.

Provide follow-up information: "If you have any questions as you implement these steps, feel free to reach out. You can reference case number [####] for faster service" gives them a clear path back if needed.

Express genuine appreciation: "Thank you for contacting us today, and thank you for your patience while we worked through this" or "I appreciate the opportunity to help resolve this for you." Gratitude leaves a positive final impression.

End with confidence and warmth: "Is there anything else I can assist you with today? ... Wonderful. Have a great rest of your day, and please don't hesitate to reach out if you need anything else." This closing is comprehensive yet friendly.

The last words you exchange are often what clients remember most vividly. A rushed or abrupt ending can undermine an otherwise excellent interaction, while a thoughtful closing reinforces positive feelings.

Channel-Specific Communication Strategies

Different communication channels require adapted approaches. What works beautifully in a phone conversation might feel awkward in an email, and vice versa. Understanding these nuances allows you to optimize your communication for each medium.

Email Communication Best Practices

Email allows for thoughtful, detailed responses but lacks the immediacy and tone clarity of verbal communication. Begin emails with a personalized greeting and reference to their specific inquiry: "Dear Mr. Chen, Thank you for your email regarding your recent order #12345."

Structure email responses clearly with paragraphs or numbered steps. Use formatting like bold text for important information: "Your refund of $47.99 will be processed within 3-5 business days." Visual hierarchy helps clients quickly find key information.

Close emails with clear next steps and contact information: "If you have any questions about this process, please reply to this email or call us at [number]. I'm here to help. Best regards, Jennifer."

Phone Communication Techniques

Phone conversations allow for tone, pacing, and inflection to convey warmth and empathy that text cannot. Use the client's name periodically throughout the conversation: "Sarah, let me check that for you" maintains personal connection.

Narrate what you're doing during silences: "I'm pulling up your account now... okay, I can see your order history here... let me check the status of that shipment for you." This prevents awkward silence and reassures the client that you're actively working.

Confirm verbal agreements in writing when possible: "I'm going to send you an email summary of what we discussed today, including the steps we've agreed on. You should receive that within the next few minutes."

Live Chat Optimization

Chat requires brevity while maintaining friendliness. Use shorter sentences and paragraphs. Emojis can add warmth when appropriate: "I've located your order! 📦 Let me grab those details for you."

Acknowledge that you're working on their request: "Looking that up now..." or "One moment while I check..." prevents the client from wondering if you're still there.

Chat allows for rapid-fire exchanges, so break information into digestible chunks rather than sending one massive paragraph. This makes information easier to process and feels more conversational.

Cultural Sensitivity and Inclusive Language

In our globally connected world, support professionals regularly interact with clients from diverse cultural backgrounds. Language that seems perfectly appropriate in one context might be confusing or even offensive in another. Developing cultural awareness in your communication demonstrates respect and professionalism.

Avoid idioms and colloquialisms that don't translate well: Phrases like "let's touch base" or "I'll loop you in" might confuse non-native English speakers. Instead, use clear, direct language: "I'll contact you" or "I'll include you in that conversation."

Be mindful of assumptions about names, titles, and honorifics. When unsure how to address someone, it's perfectly acceptable to ask: "How would you prefer I address you?" This shows respect rather than ignorance.

Adjust your communication pace and complexity for non-native speakers without being condescending. Use simpler sentence structures and avoid unnecessary jargon: "I'll send you the information by email" rather than "I'll shoot that over to you electronically."

Be aware of time zone differences when setting expectations: "You'll receive a response within 24 hours" is clearer than "You'll hear back tomorrow" when you and the client are in different time zones.

Proactive Communication and Follow-Up

Exceptional client support doesn't end when the immediate problem is solved. Following up demonstrates that you view the relationship as ongoing rather than transactional, and it catches issues before they become bigger problems.

Schedule follow-up communications: "I'm going to check in with you in three days to make sure everything is working as expected. You should receive an email from me on Thursday." This proactive approach shows genuine care.

When following up, reference the previous interaction specifically: "I'm following up on the billing issue we discussed last Tuesday. I wanted to confirm that the adjustment appeared on your account and that everything looks correct now." This continuity prevents the client from feeling like they're starting over.

If you promised to follow up and discover there's no new information, follow up anyway: "I'm reaching out as promised, though I don't have a final update yet. The investigation is still in progress, and I expect to have concrete information by Friday. I wanted to honor my commitment to keep you informed." Keeping promises, even when there's no news, builds tremendous trust.

Request feedback when appropriate: "Now that we've resolved this, I'd appreciate your feedback on your experience. Your input helps us improve our service." This shows you value their perspective and are committed to continuous improvement.

Note: Proactive communication is particularly powerful after service failures. Clients who experience a problem that's then handled exceptionally well often become more loyal than clients who never experienced a problem at all. This phenomenon, known as the service recovery paradox, demonstrates the power of excellent follow-through.

Technical Support Specific Phrases

Technical support presents unique communication challenges. You must explain complex concepts to people with varying levels of technical literacy, often while they're frustrated that something isn't working. The language you use can either clarify or confuse.

Avoid technical jargon unless you're certain the client understands it. Instead of "Clear your cache and cookies", explain: "I'm going to walk you through clearing your browser's stored data, which often resolves this type of issue." Then provide step-by-step instructions.

Use analogies to explain technical concepts: "Think of your browser cache like a notebook where your computer writes down information about websites you visit. Sometimes that notebook has outdated information, so we need to start with a fresh page." Analogies make abstract concepts concrete.

Frame troubleshooting steps as collaborative investigation: "Let's try a few things together to identify what's causing this" rather than "You need to do these troubleshooting steps." The collaborative approach reduces defensiveness and increases cooperation.

When remote access is needed, explain clearly and get explicit permission: "With your permission, I can remotely access your computer to diagnose this more quickly. You'll be able to see everything I'm doing on your screen, and you can disconnect at any time. Would you be comfortable with that approach?"

Explaining Technical Limitations

Sometimes the answer is that something simply can't be done due to technical constraints. Explain these limitations in business terms rather than technical ones: "Our system is designed to protect your data security, which means we can't bypass the two-factor authentication even in recovery situations. Here's the alternative process we can use..."

This approach explains the "why" behind the limitation (security) and immediately offers an alternative, preventing the conversation from stalling on what can't be done.

Billing and Financial Conversation Phrases

Money conversations require extra sensitivity. People have strong emotional responses to billing issues, and how you communicate can either escalate or de-escalate these emotions significantly.

When discussing charges, be completely transparent: "Let me walk you through the charges on your account so you can see exactly where each amount comes from" demonstrates openness rather than defensiveness.

If a charge is legitimate but unexpected, acknowledge the confusion: "I can see why this charge would be unexpected. Let me explain what it's for and how it was incurred." This validates their concern while preparing to provide explanation.

When processing refunds or credits, be clear about timelines and processes: "I've processed a refund of $47.99 to your original payment method. Depending on your bank, this typically appears within 5-7 business days, though it's often faster. You'll receive a confirmation email within the next hour."

For payment issues, maintain dignity: "It looks like we haven't received payment for invoice #12345 yet. Would you like to take care of that now, or would you prefer to set up a payment plan?" Offering options preserves the client's autonomy and dignity.

Financial conversations are where empathy matters most. A person struggling with a bill isn't looking for judgment—they're looking for solutions and understanding. Your language should reflect both professionalism and humanity.

Building Long-Term Client Relationships Through Language

Transactional support solves immediate problems. Relationship-building support creates loyalty, advocacy, and long-term value. The difference often comes down to small linguistic choices that accumulate over time.

Remember and reference previous interactions: "I see you contacted us last month about a similar issue. Let's make sure we fully resolve this so it doesn't recur." This shows you view them as an individual with history, not just a ticket number.

Celebrate milestones when appropriate: "I notice you've been a customer for three years—thank you for your continued trust in us" or "Congratulations on reaching your subscription anniversary!" These acknowledgments create emotional connection.

Share relevant information proactively: "Since you use [feature], I wanted to let you know about [upcoming change] that might affect you. Here's what you need to know..." Proactive communication demonstrates that you're thinking about their needs beyond the current interaction.

Use "we" language to create partnership: "We'll work through this together" or "Let's find the best solution for your situation" creates collaboration rather than a service provider-customer hierarchy.

Self-Service and Knowledge Base Language

Not all client support happens in direct conversations. The language you use in help documentation, FAQs, and knowledge bases significantly impacts whether clients can successfully self-serve or need to contact support.

Write help documentation in second person: "You can reset your password by clicking..." rather than "Users can reset passwords by clicking..." Second person creates direct connection and clarity.

Use action-oriented headings: "How to Update Your Payment Method" is clearer than "Payment Method Updates." Users scanning for solutions need to quickly identify relevant articles.

Anticipate confusion and address it preemptively: "Don't see the Settings menu? Make sure you're logged in and viewing the dashboard, not a specific project page." This prevents frustration and reduces support tickets.

Include screenshots and visual aids with clear captions: "Click the blue 'Save' button in the bottom right corner (shown below)" combines verbal and visual instruction for maximum clarity.

Crisis Communication and Service Outages

When systems fail or services are interrupted, communication becomes critical. Clients need information, reassurance, and realistic expectations. How you communicate during crises significantly impacts trust and retention.

Acknowledge the issue immediately and transparently: "We're aware that [service] is currently unavailable. Our team is actively investigating, and we'll provide updates every 30 minutes until service is restored." Transparency builds trust even during failures.

Avoid minimizing the impact: Instead of "We're experiencing minor technical difficulties", be honest: "Our payment processing system is currently down, which means you cannot complete purchases. We understand this is frustrating and are working urgently to restore service."

Provide specific information when available: "The issue has been identified as [technical explanation in simple terms], and our engineering team is implementing a fix. We expect service restoration by 3:00 PM EST." Specificity reduces anxiety.

After resolution, follow up with explanation and compensation when appropriate: "Service has been fully restored. The outage was caused by [explanation]. We apologize for the disruption and have applied a [compensation] to your account. Thank you for your patience."

Frequently Asked Questions

How do I handle a client who is using profanity or being verbally abusive?

Remain calm and professional. Set clear boundaries with phrases like: "I want to help resolve this, but I need us to communicate respectfully. Can we focus on finding a solution together?" If the behavior continues, you have the right to say: "I understand you're frustrated, but I'm unable to continue this conversation while profanity is being used. I'm going to end this call now, but I encourage you to contact us again when we can have a productive conversation." Document the interaction and follow your organization's policies for abusive behavior.

What's the best way to say "no" to a client request without damaging the relationship?

Focus on what you can do rather than what you can't. Use the structure: acknowledge their request, explain the constraint, offer an alternative. For example: "I understand you'd like [request]. While that specific option isn't available because [reason], what I can offer is [alternative]. Would that work for your situation?" This approach validates their need while redirecting to possible solutions.

How should I handle situations where I don't know the answer?

Honesty builds more trust than guessing. Say: "That's a great question, and I want to make sure I give you accurate information. Let me research this and get back to you within [specific timeframe]. Can I reach you at [contact method]?" Then ensure you follow through exactly when promised. Never make up answers or guess when you're unsure.

Should I use the client's first name or a more formal title?

When in doubt, start formal and let the client guide you. Begin with "Mr. Smith" or "Ms. Johnson" unless they've signed correspondence with just a first name or explicitly asked you to use it. You can also simply ask: "How would you prefer I address you?" Pay attention to how they sign their emails or introduce themselves, and mirror that level of formality.

How do I communicate effectively with a client who is very upset without sounding robotic or insincere?

Avoid scripted-sounding phrases and respond to the specific situation. Instead of generic "I apologize for any inconvenience", try "I can absolutely understand why you're frustrated—if I had been waiting three weeks for a delivery that was promised in five days, I'd be upset too. Let me find out exactly what happened and what we can do to make this right." Specificity and personalization demonstrate genuine engagement rather than scripted responses.

What should I do when a client asks to speak to a manager immediately?

Don't take it personally, and don't become defensive. Respond with: "I'd be happy to connect you with a manager. Before I do, can I ask what specific concern you'd like them to address? I want to make sure they have all the context when they speak with you." This shows you're facilitating their request while gathering information that helps everyone. Sometimes, this question alone de-escalates the situation as the client feels heard.