Customer Service in Chinese 客服
kèfú
Customer service in Chinese is 客服 (kè fú).
Also searched for as: customer service, customer, help desk.
How do you help the people you serve? 15 essential customer service words in Mandarin Chinese, with pinyin and English. Open it in the app to hear each word, tick off the ones you know and turn them into flashcards.
Customer service in Chinese is 客服 (kè fú), short for 客户服务 (kè hù fú wù), and it's the word you'll see on every hotline, app and help desk. Shop staff greet you with 欢迎光临 (huān yíng guāng lín), 'welcome to our shop', and the whole topic runs on polite set phrases like 稍等一下 (shāo děng yī xià) and 抱歉 (bào qiàn) that are worth knowing whether you're serving or being served.
| Chinese | Pinyin | English |
|---|---|---|
| 客服 | kè fú | customer service |
| 顾客 | gù kè | customer |
| 服务 | fú wù | service |
| 欢迎光临 | huān yíng guāng lín | welcome (to our shop) |
| 需要帮忙吗 | xū yào bāng máng ma | do you need any help? |
| 稍等一下 | shāo děng yī xià | please wait a moment |
| 抱歉 | bào qiàn | sorry |
| 投诉 | tóu sù | complaint |
| 解决 | jiě jué | to solve |
| 满意 | mǎn yì | satisfied |
| 退换 | tuì huàn | returns and exchanges |
| 热线 | rè xiàn | hotline |
| 排队 | pái duì | to queue |
| 会员 | huì yuán | member |
| 谢谢光临 | xiè xie guāng lín | thanks for coming |
Usage tips
- Staff almost always address customers as 您 (nín), the polite form of 'you', as in 您好，需要帮忙吗？ (nín hǎo, xū yào bāng máng ma?).
- On shopping apps, 客服 also means the person you chat to, so 联系客服 (lián xì kè fú) means "contact customer service" and 问问客服 (wèn wen kè fú) "ask customer service".
- 欢迎光临 and 谢谢光临 (xiè xie guāng lín) are said by staff only. As a customer you don't need to reply in kind; a smile or a nod is enough.
Common mistakes
- Mixing up 顾客 and 客户 → 顾客 (gù kè) is a customer in a shop or restaurant, while 客户 (kè hù) is a client of a business or service.
- Using 投诉 for everyday moaning → 投诉 (tóu sù) is a formal complaint to a company; grumbling about something is 抱怨 (bào yuàn).
Mini dialogue
- A您好，需要帮忙吗？Nín hǎo, xū yào bāng máng ma?Hello, can I help you?
- B我上周买的这双鞋有点小，可以换吗？Wǒ shàng zhōu mǎi de zhè shuāng xié yǒu diǎn xiǎo, kě yǐ huàn ma?These shoes I bought last week are a bit small. Can I exchange them?
- A可以，七天内都能退换。请稍等一下，我帮您找大一号的。Kě yǐ, qī tiān nèi dōu néng tuì huàn. Qǐng shāo děng yī xià, wǒ bāng nín zhǎo dà yī hào de.Yes, you can return or exchange within seven days. Just a moment, I'll find you the next size up.
- B好的，谢谢。Hǎo de, xiè xie.OK, thanks.
- A很抱歉让您久等了，您试试这双。Hěn bào qiàn ràng nín jiǔ děng le, nín shì shi zhè shuāng.Sorry to keep you waiting. Try these.
- B正合适，我很满意！Zhèng hé shì, wǒ hěn mǎn yì!They fit perfectly, I'm really pleased!
Example sentences
- 我打电话给客服。I rang customer service.
- 顾客是上帝。The customer is always right.
- 这家店的服务很好。The service in this shop is great.
- 欢迎光临！请问几位？Welcome! How many of you?
- 您好，需要帮忙吗？Hello, do you need any help?
- 请稍等一下，我帮您查查。Please wait a moment while I check for you.
- 很抱歉让您久等了。Sorry to keep you waiting.
- 我们收到了一个投诉。We've received a complaint.
- 我们会尽快帮您解决。We'll sort it out for you as soon as possible.
- 您对我们的服务满意吗？Are you happy with our service?
- 七天内可以退换。Returns and exchanges within seven days.
- 请拨打我们的热线电话。Please call our hotline.
- 请排队。Please queue.
- 您是我们的会员吗？Are you one of our members?
- 谢谢光临，欢迎下次再来！Thanks for coming, see you again!
Practise speaking
Ready to use these words? The Customer service speaking island has 8 everyday questions about customer service to prepare your own answers to.