Dealing with customers

Requesting information                    Establishing the facts

What seems to be the problem?          Can/Could you tell me when....?
How can I help you?                     Can/Could you explain exactly what the problem is?
What can I do for you today?              Can / Could you give me....?                             
                                                             Talk me through (it / what happened).

Clarifying / Checking facts                        Promising action

Let me get this straight....                              I'll look into it straightaway.
What you're saying is....                                What I'll do is.......and......
You mean......?                                               I'm going to have to look into it.
If I understand you correctly,....                    I'll get back to you shortly.
Could I just clarify what you're saying?    Once I've/ As son as I've ......, I'll call you back.

Referring to time / deadlines

By (Friday) at the latest
By tomorrow / lunchtime / the end of the week
In time for the deadline
As soon as
Shortly