Customer service in Tagalog: phrases for counter and chat

Customer service in Tagalog translates as "serbisyo sa customer" or "serbisyo sa kostumer", though at work most Filipinos simply say "customer service". Both words are in the KWF dictionary: kostumer is anyone who buys a product or uses a service from a business, and serbisyo comes from the Spanish servicio.

When you mean the way staff treat customers, the closer Filipino word is pakikitungo, which KWF defines as the ways a person acts or speaks toward others (KWF). "Maayos na pakikitungo sa customer" is good customer service.

A customer service representative in Tagalog is, in practice, a CSR, even in offices where everyone speaks Filipino. The literal "kinatawan ng serbisyo sa customer" is correct but rarely heard at a counter. The rest of this page is a phrase book of customer service phrases for counter staff and chat replies, English first, then Tagalog or Taglish.

KWF describes po as a word of respect added for polite conversation, especially with older people or strangers (KWF). Most customers are strangers to your staff, so use it with everyone.

• Po in every sentence to a customer, whatever their age: "Ano pong order nila?"
• Opo for yes, not "oo": "Opo, meron pa po."
• Use "niyo" (or "nila") instead of "mo", and "kayo" instead of "ikaw": "Ano pong gusto niyo?" sounds polite; "Ano gusto mo?" sounds like a friend.
• Ma'am and sir are normal at counters and in malls, and they go fine with po: "Ma'am, dine in po o take out?"
• Ate, kuya, tita and tito feel warmer in a carinderia or sari-sari store. Save tita and tito for regulars who don't mind.
• In chat, po counts too: "Hi po!" reads warmer than "Hi."
• One or two po per sentence is enough. Five sounds nervous.

Greet within a few seconds of someone walking in, even if you're busy. A nod and "Saglit lang po" is better than silence.

• "Good morning, welcome!" / "Magandang umaga po, welcome po!"
• "Come in!" / "Pasok po kayo!"
• "Are you looking for something?" / "Ano pong hanap nila?" or "May hinahanap po ba kayo?"
• "Good afternoon." / "Magandang hapon po." "Good evening." / "Magandang gabi po."
• "Hi, what can I get you?" / "Hi po, ano pong order nila?"
• "How can I help you?" / "Ano pong maitutulong ko?"
• At a sari-sari store: "What would you like?" / "Ano po sa inyo?"
• "Table for how many?" / "Ilan po kayo?"
• "Dine in or take out?" / "Dine in po o take out?"
• "Welcome back! The usual?" / "Welcome back po! Yung dati po ba?"

Repeat every order back. It catches mistakes before they reach the kitchen.

• "Anything else?" / "May idadagdag pa po ba?"
• "Is that all?" / "Yun lang po ba?"
• "Let me repeat your order." / "Ulitin ko lang po yung order niyo."
• "One moment, please." / "Sandali lang po." or "Saglit lang po."
• "Your order will be ready in about 10 minutes." / "Mga 10 minutes po yung order niyo."
• "Please take a seat, we'll bring it to you." / "Upo na lang po kayo, ihahatid na lang po namin."
• "Sorry for the wait." / "Pasensya na po sa paghihintay."
• "Thank you for waiting. Here's your order." / "Salamat po sa paghihintay. Eto na po yung order niyo."

When a customer pays by QR, check your own GCash or Maya app before you hand over the order. GCash itself warns that fake receipts are in circulation and tells users to confirm the reference number, sender, amount and time in the Transactions tab (GCash). A clear GCash QR sign for your counter saves a lot of "saan po magsa-scan?"

• "Sorry, we've run out of [item]. Would you like [other item] instead?" / "Sorry po, ubos na po yung [item]. Gusto niyo po ba ng [other item]?"
• "We'll have it again tomorrow." / "Meron na po ulit bukas."
• "That's ₱250 in total." / "₱250 po lahat."
• "Cash or GCash?" / "Cash po ba o GCash?"
• "Here's our QR code, please scan." / "Eto po yung QR namin, pa-scan na lang po."
• "Let me check that it came in." / "Saglit lang po, iche-check ko lang po kung pumasok na."
• "Do you have smaller bills?" / "May barya po ba kayo? Kulang po kasi ang panukli namin."
• "Here's your change and receipt." / "Eto po yung sukli at resibo niyo."

Apologise for the experience first, then fix it. The full method, with scripts for wrong orders, long waits and refunds, is in how to handle angry customers.

• "I'm sorry." / "Sorry po." or "Pasensya na po."
• "We apologise for our mistake." / "Paumanhin po sa pagkakamali namin." (more formal, good for written replies)
• "That shouldn't have happened." / "Hindi po dapat nangyari yun."
• "I'll fix it right away." / "Aayusin ko po agad."
• "I'll replace it, or would you prefer a refund?" / "Papalitan ko po, o gusto niyo po i-refund na lang?"
• "Thank you for telling us." / "Salamat po at sinabi niyo sa amin."
• "Let me call the owner." / "Tatawagin ko lang po yung may-ari."

The last line is the one customers remember. Say it while looking at them, not at the next order.

• "Thank you, please come again!" / "Salamat po, balik po kayo!"
• "Enjoy your meal!" / "Enjoy po!"
• "You're welcome." / "Walang anuman po."
• "Take care!" / "Ingat po!"
• "See you next time!" / "Sa uulitin po!"
• For regulars: "See you tomorrow!" / "Bukas ulit po, Ate!"

Save these as quick replies so whoever holds the phone answers the same way. Answer within minutes during open hours; a fast "noted po" tells the customer their order is in good hands. Remembering who orders often is how regulars become suki, and the same tone works for Taglish replies to Google reviews.

• First reply: "Hi! Thanks for your message. What would you like to order?" / "Hi po! Salamat po sa message. Ano pong order nila?"
• Order confirmation: "Noted! 2 chicken adobo and 1 extra rice, pick-up at 12:30. Total ₱[amount]. Cash or GCash?" / "Noted po! 2 chicken adobo, 1 extra rice, pick-up 12:30. ₱[amount] po lahat. Cash o GCash po?"
• Payment received: "Payment received, thank you! Your order will be ready in 20 minutes." / "Received na po ang GCash niyo, salamat po! Ready na po ang order in 20 minutes."
• Out of stock: "Sorry, we're out of [item] today. We have [other item]. Would you like that?" / "Sorry po, ubos na po ang [item] ngayon. Meron po kaming [other item], gusto niyo po?"
• After hours: "Hi! We're closed now. We'll reply first thing tomorrow morning." / "Hi po! Sarado na po kami ngayon. Magre-reply po kami bukas ng umaga. Salamat po!"
• Complaint: "We're so sorry. Could you send your order details or a photo? We'll fix it right away." / "Sorry po talaga sa nangyari. Pwede po bang ma-send ang order details o picture? Aayusin po namin agad."
• Follow-up: "Did you receive your order? Hope you enjoyed it!" / "Natanggap niyo na po ba ang order? Sana nagustuhan niyo po!"