Your Ultimate Guide to Customer Service in Mandarin Chinese
Become a Pro at Keeping Customers Happy and Handling Complaints in the Chinese Market
With consumer needs drastically increasing, it’s crucial for retailers and businesses to communicate effectively with customers.
Speaking Chinese not only gives the customer a better service experience but also helps build trust and maintain a strong relationship with them.
Or of course, if you’re a disgruntled customer yourself, it helps to understand what the customer service representative is saying to you!
In this blog post, we’ll introduce you to all the essential phrases for keeping customers happy and staying with your brands in China.
Customer Service and Support || Language for Handling Customer Inquiries
Customer Service and Support || Phrases for Addressing Complaints in Chinese
Customer Service and Support || Key Phrases for Support Requests
Customer Service and Support || Ensuring Customer Satisfaction in Chinese
Customer Service and Support || Managing Customer Feedback
Customer Service and Support || FAQs
Customer Service and Support || Language for Handling Customer Inquiries
You may know that Taobao is the ultimate app for all Chinese to shop online. There is a typical word to address all the customers in a caring way.
亲qīn
dear or honey
It is a casual word to address customers. Although it started with Taobao online shopping, it has become common offline to greet customers in this way. It’s typically used by a female customer service specialist to appear friendly.
Here are some casual phrases to ask about the customer’s needs in a friendly way.
These phrases sound like drawing closer to the customer and caring to know what they’re looking for.
| CHINESE & ROMANIZATION | ENGLISH |
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有啥可以帮您的？
yǒu shá kě yǐ bāng nín de? | What can I help you with? |
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有什么问题，尽管说
yǒu shén me wèn tí, jǐn guǎn shuō | Feel free to let me know if you have any questions. |
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想了解啥，尽管问我
xiǎng liǎo jiě shá, jǐn guǎn wèn wǒ | Just let me know if you want to look at anything. |
And here are some sentences that sound encouraging and complimentary.
When talking in this way, the customer will feel delighted and more tempted to buy your product.
| CHINESE & ROMANIZATION | ENGLISH |
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这个商品挺火的，您要不要试试？
zhè ge shāng pǐn tǐng huǒ de, nín yào bú yào shì shi? | This product is quite popular. Would you like to give it a try? |
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这款特别赞，您觉得呢？
zhè kuǎn tè bié zàn, nín jué dé ne? | This one is really great. What do you think? |
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这个东西很值，推荐您看看
zhè ge dōng xi hěn zhí, tuī jiàn nín kàn kan | This is really worth it and I highly recommend it. |
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Customer Service and Support || Phrases for Addressing Complaints in Chinese
When your customers are angry and complaining about any issues, it’s important that you talk with the customer in a caring way.
These words utilize some psychological hints to sound more reliable and take responsibility in solving their problems.
For example, you can use this phrase to calm down a customer who is upset.
别急bié jí
Don’t Worry / Take It Easy
This phrase is helpful to show empathy with a customer.
我懂你的意思wǒ dǒng nǐ de yì si
I Understand What You Mean
These two sentences sound strongly assuring that you will definitely help the customer out and solve the issue.
这事儿包在我身上zhè shìr bāo zài wǒ shēn shàng
Leave It To Me
我们马上给你解决wǒ men mǎ shàng gěi nǐ jiě jué
We’ll Resolve This Right Away
Customer Service and Support || Key Phrases for Support Requests
If a customer comes to you with a help request, you can always use these casual phrases to leave a good impression.
没问题méi wèn tí
No Problem
随时找我suí shí zhǎo wǒ
Feel Free To Let Me Know Anytime
This phrase sounds very assuring to offer your assistance and it will make the customer feel taken care of.
我来帮你搞定wǒ lái bāng nǐ gǎo dìng
I’ll Help You Sort It Out
The word 放心 fàng xīn literally means you can put your heart down. It is a very common phrase to help ease their worry and will make the person feel reassured.
你放心吧nǐ fàng xīn ba
Don’t Worry About It
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Customer Service and Support || Ensuring Customer Satisfaction in Chinese
After you have taken care of the customer’s issues and provided a solution, you can inquire with these sentences to make sure that they’re happy.
This is a casual way to ask the customers if they’re happy with the solution.
满意不？mǎn yì bù?
Are You Satisfied?
省心 shěng xīn is also a word that literally means saving someone’s heart or saving trouble. It is a great word to show that you are making it easy for the customer.
让你省心
We will make it easy for youIf you want to show gratitude to the customers for their understanding, you could start with:
| CHINESE & ROMANIZATION | ENGLISH |
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谢谢你的支持
xiè xiè nǐ de zhī chí | Thank you for your support |
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有啥需要尽管说
yǒu shá xū yào jǐn guǎn shuō | If you need anything, just let me know |
Customer Service and Support || Managing Customer Feedback
Last but not least, it’s always important to ask about customer feedback.
Those insights will help improve your products and make the customer come back even more.
有什么建议吗？yǒu shén me jiàn yì ma?
Any Suggestions?
It’s very important to acknowledge the customer’s opinion, regardless of what they say. This sentence is extremely helpful in that situation.
你说的有道理nǐ shuō de yǒu dào lǐ
You’ve got a point
And it will be extremely affirming when you show great appreciation for their suggestions and promise to act upon it.
| CHINESE & ROMANIZATION | ENGLISH |
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改进意见我都记下了
gǎi jìn yì jiàn wǒ dōu jì xià le | I’ve noted all your suggestions |
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我们会不断改进
wǒ men huì bù duàn gǎi jìn | We will keep improving |
Keep practicing with these phrases and spread them out among your team. You will be all set to deliver a fantastic customer experience and make them come back more often.
Any questions about this topic? Let us hear from you here!
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Customer Service and Support || FAQs
How do you address customers in a friendly and causal way in Chinese?
You can use the term 亲 (qīn) which is a casual and friendly way to address customers, often used in both online and offline interactions.
What is a good phrase to use when a customer is upset?
You could say 别急 (bié jí) which means “Don’t worry” or “Take it easy” to help calm them down.
How can I assure a customer that their issue will be resolved In Chinese?
You can use 我们马上给你解决 (wǒ men mǎ shàng gěi nǐ jiě jué) which means “We’ll resolve this right away.”
What phrase can I use to ensure if a customer is satisfied with the service?
You can ask 满意不? (mǎn yì bù?) to ask about their thoughts on your service.
How can I ask for customer feedback in a polite way?
You can say 有什么建议吗？ (yǒu shén me jiàn yì ma?) which means “Any suggestions?”
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