“I’m sorry that you’re having a bad experience. Thank you for reaching out, please hold on while we retrieve your information.”“Please give us some time to address your issue.”

While these seem genuine on their own, this is not what you want to hear when you’ve already reached out to the business multiple lines. Customers today expect quick responses, and adhering to age-old call center scripts will only do more harm than good. 

Live chat is used by 67% of B2C businesses solely for customer support. (Finances Online)

Creating a positive customer service script helps you resolve your customers’ queries faster and deliver a consistent customer experience. It also helps agents maintain the right tone of language when they are dealing with agitated customers. 

Creating customer care call/chat scripts is a part of creating a robust customer service process (Link to customer service process blog). Call center scripts are a great resource for your agents to refer to when they are in a pickle. They are also an excellent tool for training new agents.

Below is a free call center script sample for all your customer service phone/chat script needs.

Customer service template for first-time visitors/callers

When it comes to B2C, the majority of all issues will be with a purchase or to check if you have an item that they’re looking for. Here’s a sample for that:

Customer service script for repeat visitors

It is important to use a customer service call/chat software that helps you pull up customer information even before you attend to them. This helps you give personalized replies, and also save time spent on retrieving customer information. Here’s an example of “how you can handle repeat visitors?”:

Customer service call script for handling angry/frustrated customers

When customer issues aren’t resolved even with multiple calls/interactions, they tend to get angry and frustrated. Some may even be verbally abusive. To deal with such instances, start by showing empathy and understanding their concerns. Here are a few things you could say to help diffuse the situation: 

Call center script template to deal with being unable to fulfill a request

While customers are the king, you may not be able to meet all their needs. While it’s always okay to say no, here are a few polished ways to say that you don’t have the ability to fulfill their request that doesn’t lead to a bad customer experience. 

Call center script sample to apologize for any delays, product mix-ups, and other issues

The first thing to do when there’s an issue from your end is to apologize. The customer will already be frustrated that their needs have not been met, so you’ve to empathize with them and explain what’s causing the problem. 

Below are a few scenarios like mix-ups, delays, and how you can address them.

Customer care scripts for thanking your customers

The end of a conversation with a customer is always a great opportunity to introduce other products, especially if they’ve had a happy purchase. Here are a few pointers on how you can nail it:

So what’s the importance of positive scripting?

Creating customer service scripts is an integral part of building a customer service strategy, and it can help your support teams communicate faster, and deliver a consistent customer experience. While scripts are a great resource, the first step should be to empower your front-line agents to think on their feet and make quick decisions.