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25 perfect customer service scripts in 2021 [Template]

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Manoj Palanikumar
February 15, 2021

25 perfect customer service scripts in 2021 [Template]

February 15, 2021
by Manoj Palanikumar
Sr. No Topic
1 Template for first-time visitors
2 Template for repeat visitors 
3 Template to handle angry/frustrated customers 
4 Template to handle being unable to fulfill a request 
5 Template to apologize for any mix-up
6 Template to thank your customers and wrap-up the conversation
7 Conclusion 


“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

  • Hi I’m xxxx from <company>. I’m facing an issue with my order.
  • Hello there, good day to you. I’m <xxx> and I will be assisting you today. Can you please tell me your order number?

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:

  • Hello there, I’m checking to see if you have <this> product available.
  • Hey John, good day to you! I’m <xxx> and I’ll be assisting you today. Can you please wait a minute while I check that for you?
  • Sure
  • Hey John, thank you for your patience. I’m sorry to say that we’re currently out of stock, but we’ll be receiving the product on <date>. 
  • Oh, alright. Thanks for your assistance.
  • Hello there, I’m checking to see my order status. The tracking link that was sent does not seem to be working.
  • Hey John, good day to you! Oh, I’m sorry to hear that. Can you provide your full name and order number so I can check that for you? 

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?”:

  • Hello <name>, it’s good to see you back! What can I help you with today?
  • Hello <name>, good day to you! Welcome back. Are you still facing issues with <previous issue>?
  • Hello <name>, welcome back! I see that your problem is still not resolved. Do you want to pick up where we left off last?
  • Hello <name>, good to see you again! Hope you’re having a good day. I see that you still haven’t received your order. Let me check that for you right away. 

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: 

  • I’m so sorry you had a bad experience. Let me see what I can do to help fix this as soon as possible.
  • I completely understand your frustration. I’m sorry this took so long. Can I have your order details so we can fix it right away?
  • I’m really sorry that your order was delayed. There was some issue with our delivery partner that has been fixed now. You will be receiving your order by tomorrow. 
  • I’m really sorry that you weren’t happy with our product. Can you elaborate on the issue you faced so that we can fix it for you?
  • I’m sorry this has happened. Let me talk to my supervisor to see if I can get a replacement for you.

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. 

  • I’m sorry, but we’re out of stock for that product right now. Would you like to look at other similar products instead?
  • I’m sorry but we don’t have that feature right now, but our team is working on building it. It’s scheduled to be available by <date>. In the meantime, here’s a workaround you can use to fulfill your needs. 
  • I’m so sorry, but we currently don’t have what you’re looking for.
  • It looks like we are unable to fulfill your request at this time because of <reason>. Let me talk to my team and reach back out to you when we find a resolution. You can expect a callback by <provide timeline>
  • I’m so sorry, but there are no options to customize this product as of now. Whatever we have in the store is what’s available right now. 

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.

  • When a feature is not working as advertised:
    I’m sorry that this isn’t working. Did you try configuring it <this way>? 
  • When there’s a delay in delivery:
    I’m sorry to say that there’s a small delay in your delivery. We’re working with our delivery partner to sort out the issue, and we’ll keep you posted on when you’ll be able to get it. In the meantime, is there anything else we can help you with?
  • When the product received is broken:
    I’m so sorry to hear that. Can you send a photo of the product so that we can send a replacement? Or if you’d like a refund, we can process that for you as well.
  • When the product received is a different size than what was ordered:
    I’m so sorry about the mix-up, let me mark this item for return and initiate the correct order right now.
  • When the product isn’t what they expected:
    I’m so sorry that this isn’t what you expected. Would you like to look at similar items so that you can exchange it? Or if you’d like to return it, we can go ahead and initiate that for you.

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:

  • Thank you for shopping with us! Is there anything else we can help you with?
    Great, have a wonderful day!
  • Thank you for purchasing with us. Customers who bought this product usually also bought this along with that item. Would you like to have a look? 
  • Thank you for doing business with us. If you have any other concerns, please reach out to us on our 24/7 service line. 
  • Thank you for choosing us! Here is something that you might like to check out before you leave. Our customers love to pair <purchased item> with <suggested item>. Would you like to have a look?
  • Thank you for reaching out to us with your concerns. Again, we’re so sorry about the delay. You can expect your product to arrive by <date>. If you have any other issues, please call our 24-hour service line and we’ll be able to help you. Have a good day!

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.

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