100+ Customer Service Scripts, Examples & Templates

Flawless customer interactions don’t happen by chance; they are engineered with precision and purpose.

Customer service scripts are purposeful responses that help provide effective customer support. They solve the chaos of inconsistent answers, accelerate resolutions, and confidently empower agents to handle complex situations.

Research shows that 86% of buyers are willing to pay more for great customer experiences, & 50% of customers switch brands after just one poor interaction.

From this blog, you will learn the customer service scripts that will transform your support team so your customers don’t switch to other brands.

What is a Customer Service Script? 

Customer service scripts are written prompts or ready-to-use templates that work as a set of guidelines for customer service teams in resolving issues. Also known as call center scripts,  they help support agents respond quickly or handle various conversations effectively. 

Support people can reduce common errors and accurately guide customers when using call center scripts. Using the script can help any business communicate better, solve customer issues faster, and reduce training time considerably. 

Benefits of Customer Service Scripts 

The major benefits of customer service scripts include consistent communication, faster resolutions, improved agent confidence, enhanced customer satisfaction, and streamlined training for new team members. Let’s look at some of the key benefits of customer service scripts.

Consistency in Communication

Scripts allow customer service agents to follow the standard guidelines for customer communications. This helps in uniform service experience across channels. 

Quick & Relevant Response 

Having ready-to-use scripts means agents don’t need to search for answers for any situation when interacting with customers. They can quickly use scripted answers that can boost the response time.

Improved Workflows

Agents feel more efficient and confident when there is a script for handling customer queries. They can respond quickly to issues without having to guess the responses. This can lead to improved workflows and faster resolutions.

Easy-to-use Template for Agent Training

Agents can be trained quickly with the help of ready-made chat. This will save the need for training, and also save the resources for the business.    

100+ Powerful Customer Service Scripts (Templates)

Customer service is all about effective and quick responses so that great experiences can be offered. There are various situations when customers can reach out to support agents for help. The key is to keep the responses uniform and relevant using customer service scripts. Let’s look at different scenarios and relevant customer service scripts-

Customer Support Scripts for Openings & Greetings

Customers should always be greeted and welcomed with a polite and friendly message whether in live chat or by phone. Reps should greet everyone without any distinction whether they are first-timers or repeat.

 So, you need to be positive with call center script examples to greet customers better and set the tone for an engaging conversation.  

Customer Service Scripts for General Openings 

• Good (morning/afternoon/evening) Sir, this is (Agent Name) at (Company Name). How may I help you? 
• Hello Sir/Ma’am, welcome to (Company Name). How can I help you? 
• Welcome. It’s nice to have you at (Company Name). How may I assist you today?  

Customer Service Scripts for New Customers

Use the following scripts for new customers with and without customer details. 

 Greetings and openings without customer details

• “Hello, thank you for calling [Company Name]. To assist you better, may I please have your name and any reference number related to your inquiry?”
• “We appreciate you reaching out to [Company Name]. Before diving into your request, may we please have your name and any relevant information to serve you better?”
• “Hello! Thanks for reaching out to [Company Name]. To assist you better, may I know your name and some details about your concern?”

Greetings and openings with customer details

• “Hello, [Customer Name], this is [Agent Name] from [Company Name]. It’s great to hear from you. How can we help you today?”
• “Hi [Customer Name], thank you for calling [Company Name]. I noticed you recently [placed an order/asked about a service]. How can I assist you further?”
• “Hello [Customer Name], great to have you here! Let me know if you need help with [specific product/service] or anything else today.”

Customer Support Scripts for Repeat Customers

• “Hi [Customer Name], it’s great to hear from you again! This is [Agent Name] from [Company Name]. How can I assist you today?”
• “Hello [Customer Name], I see you’ve reached out to us before. Is this about the same issue, or is there something new I can help you with?”
• “Dear [Customer Name], we’re so glad to have you back! Let us know how we can make your experience seamless this time around.”

Customer Service Scripts for Existing Customers

• “Welcome back, [Customer Name]! It’s great to hear from you again. How can I assist you today?”
• “Hi, [Customer Name]. When we last spoke, you mentioned [specific issue]. I wanted to check in—has [proposed solution] been helpful for you so far?”
• “Hello, [Customer Name]. I see that you purchased [Product Name] on [date]. Are you calling about this product, or is there something else I can assist you with today?”
• “Thank you for calling [Company Name], [Customer Name]. I noticed your recent inquiry about [Product/Service Name]. How can I help you further with that?”
• “Hi, [Customer Name]! We’re glad to have you back. I noticed you’ve been using [Product/Service Name]. Is there anything you’d like assistance with today?”

Customer Service Scripts for Putting Customers on Hold 

Customers never like being put on hold by an agent. The more you make them wait for an answer, the more they might feel frustrated. You should always try to keep the wait time as low as possible. You can also take help from customer service call script examples to understand how others are managing the situation well. 

Brief Hold 

• “Thanks, (Customer Name) for bringing this up. Your problem is genuine. However, I need to check with my team to update you on this further. Could you please hold on there for a few seconds.? 
• “Hello (Customer Name), you can expect a quick response on this. However, would you mind if your call is put on hold briefly while I collect the necessary information?”
• “We appreciate your concern. Could you give me a minute, (Customer Name)? Expect me to be back soon with an update.” 

Longer Hold

• “Dear (Customer Name), it may take me some time to retrieve the information you seek. May I put on hold till that time?” 
• “I understand your request. The [designated] team is better handled to help you with that. Would you mind being put on hold in the meanwhile I connect you to the right people?”

Call Center Scripts Examples for Transferring Calls to a Different Team

Customers like prompt answers to their queries. Even if they have reached the wrong agent, they expect the person to have customer service communication skills and enable a smooth experience. For that situation, the agent needs the support of a sample call center script to know how to transfer a customer call to a different team to avoid delay.   

• “Sorry, you seem to have connected to the wrong department. Let us take you to the right team.”
• “Your query is valid. However, I am not the right person to help with that. Let me connect you to the department specialized for such matters.”  
• “I now need to take your case to the senior representative. He/she will take it from here. May I connect your call to them?” 
• “We appreciate your call, however, you have not connected to the right department. Could you please wait while we connect your call to the right team? 
• “Hello (Customer Name), we’re not the right team to help you on this matter. We however appreciate your call. Let me connect you to the person who would guide you on this better.”

Call Center Scripts for Angry Customers

• “My sincere apologies to you, (Customer Name). I can understand how you’re feeling. Let me help you through this. Could you elaborate on the issue so I can fix this for you?”
• “I’m extremely sorry to hear about the frustrating time you have had to go through, (Customer Name). Let me assure you of help. Before we move forward, could you go into detail about the situation?”
• “I apologize for this situation. You shouldn’t have gone through this, (Customer Name). Let me promise you a quick resolution.” 

Customer Service Scripts for Call recordings

• “Hi, [Customer Name], thank you for calling [Company Name]. Just a quick note—this call may be recorded for training purposes and to improve our service. How can I assist you?”
• “Hello, thank you for contacting [Company Name]. For training and quality assurance, this call may be recorded. How may I help you today?”
• “Thank you for calling [Company Name]. Please note, this call may be recorded or monitored for training and quality assurance purposes. How can I assist you today?”

Customer Service Scripts for Call Follow-ups

 If you follow up even after customers have bought something, it means you’re taking a step towards fostering a long-lasting relationship. And if you have not started doing that yet, make sure it does not take long the introduction of customer service scripts for your business.  

• “Thanks for buying from us! We hope you’re having a good time with our product.” 
• “Hi (Customer Name), how has your experience been with our product? We hope you’re having a good time with it. If any issue, we’re just a call away.”
• “I hope you’re not facing the same issue again. In case you ever come across this problem, feel free to reach out to us.”

Customer Service Scripts for Common Issues and Requests

Use scripts for common issues and requests when addressing frequently encountered problems like delivery delays, billing inquiries, or account updates to ensure consistent and effective communication.

Handling Delays or Missed Deliveries

• “I’m sorry to hear that your delivery hasn’t arrived yet. Could you please share the tracking number so I can look into this for you?”
• “I truly apologize for the delay. Let me pull up your order details right away and work on a solution for you.”
• “Thank you for bringing this to our attention. I’ll access the tracking details now to investigate the status of your delivery.”
• “I’m sorry to hear your order is [late/missing]. Could you provide me with your order number? I’ll make it my priority to resolve this and ensure it gets to you as quickly as possible.”
• “I understand how frustrating this must be. Please share your tracking or order number with me so I can find out what’s causing the delay and get it resolved for you.”

Addressing Damaged or Missing Items

• “I’m very sorry to hear your item arrived damaged. Let me create a return label for you right now. Once you ship the item back, we’ll send you a replacement at no additional cost.”
• “I apologize that your product arrived damaged. Could you email us a photo of the damaged item at [email address]? Once we receive it, I’ll make sure a replacement is shipped to you immediately.”
• “I’m sorry for the inconvenience caused by the missing items. Could you provide your order number? I see that you ordered [list of items]. Can you confirm which ones are missing? I’ll verify your shipping details and send the missing items to you promptly.”
• “I truly regret that your order was incomplete. Please let me know which items you’re missing, and I’ll arrange for them to be sent to you right away, free of charge.”
• “I’m so sorry for the trouble with your order. I’ll need your order number to assist you further. Once I confirm the missing or damaged items, I’ll ensure replacements are shipped immediately.”

Resolving Errors in Orders

• “I’m so sorry to hear there was an error with your order. Let me confirm your details and the correct item so we can resolve this for you as quickly as possible.”
• “I apologize that your order wasn’t correct. Could you share more about the issue? I’ll ensure we find the best solution right away.”
• “Hi, [Customer Name]. I’m really sorry to hear about the mix-up with your order. Can you tell me what you received and what you originally ordered? I’ll make sure the correct item is on its way to you immediately.”
• “I apologize for the inconvenience, [Customer Name]. Would you prefer us to expedite shipping for the correct item or issue a refund? Your satisfaction is our priority.”
• “I’m truly sorry you received the wrong item, [Customer Name]. I’ll ensure the correct item is shipped to you as soon as possible. Additionally, we’re reviewing our processes to ensure this doesn’t happen again.”

Transferring Complex Issues to a Supervisor

• “I completely understand your frustration, [Customer Name], and I sincerely apologize for the inconvenience. I’m going to escalate this issue to my manager, who can provide a solution that better meets your needs.”
• “Thank you for your patience, [Customer Name]. I’ve explored all available options, but I believe my manager may have additional solutions for you. Would you be okay holding for a few minutes while I transfer you?”
• “This issue requires more specialized attention, so I’ll be transferring you to my manager, [Manager Name]. They have more experience in handling situations like this. I’ll ensure they’re fully briefed before the transfer to ensure a smooth transition.”
• “I’m truly sorry for the inconvenience, [Customer Name]. After reviewing the situation, I feel my manager will be able to provide further options and assistance. I’ll make sure they understand the details before connecting with you. In the meantime, is there anything else I can assist you with?”
• “I completely understand how disappointing this is, [Customer Name], and I’m sorry we couldn’t resolve this right away. To make sure we find the best solution, I’ll escalate this to my manager. They’ll take it from here and will be happy to assist you further.”

Managing Billing and Payment Queries

Billing errors: “Thank you for bringing this to our attention, [Customer Name]. I understand how frustrating it can be. Let’s go over your bill together and investigate the error further so we can resolve it promptly.”

Processing payments: “I’d be glad to help you with your payment today, [Customer Name]. Once your payment is processed, I’ll provide you with a confirmation number for your records. Please let me know the payment method you prefer and your account number to get started.”

General billing: “I’d be happy to assist you with your recent bill, [Customer Name]. Let’s review the charges together, and I’m here to answer any questions along the way. Feel free to stop me if anything is unclear.”

Investigating charges: “To look into the charge in question, I’ll need a bit more information from you. Could you please provide your account number or the payment method used for this transaction?”

Refund requests: “I appreciate the details you’ve provided, [Customer Name]. Based on our refund policy, [brief explanation of policy]. I’ll need your order number to continue, and once I have that, I’ll explain the next steps to process your refund.”

Chat Scripts to Thank Customers for Bringing Up the Issue

Saying thanks to customers is one of the most effective live chat best practices every agent should follow. Use these scripts to say thanks to your customers for the issue they brought to you.   

General Customer Service Response 

• “We genuinely appreciate your effort in bringing this to our attention. Let us look into it.”
• “Thanks for noticing this and letting us know. I assure you of quick help on that.”
• “Your effort in reaching out to us and bringing this issue to light is highly appreciated. We assure you the quickest possible help on this.”

After Issue Resolution

• “Hi (Customer’s Name), we would like to thank you for pointing out this important issue. The situation is now addressed. 
• “Hello (Customer Name), the issue you raised is resolved. We also like to extend a big thanks to you for bringing this to our attention. We look forward to serving you better.”
• “We have solved the issue you faced. Let us assure you that we’re always committed to delivering the best possible experience to you.”

Live Chat Scripts for Asking More Information from Customers 

You can deliver customers the best experience only if you know their problem inside out. If you don’t have the necessary information, it will be difficult to fix their issue in the way it should. For that reason, you should not hesitate to ask for more information from customers as and when you feel like it.  

General Inquiry for Additional Information  

• “Could you please tell us more about the problem you’re facing? For how long have you been troubled by this? Have you taken any steps yourself?”
• “Could you please confirm your order ID/delivery address/complaint number?” 
• “I feel bad to hear you have had to face this problem. Could you elaborate a bit more so that I can know it better?”  

Requesting Details for a Specific Issue

• “Hello (Customer Name), thanks for reaching out to us. We would love to know about the specific errors or problems you’re facing. Feel free to take you through the scenarios or situations leading up to your problem. This will help you serve you better.”
• “We’re sorry for the situation you’ve had to face. However, we appreciate your quick action in reaching out to us. Could you please elaborate on the situation in a detailed manner so that we can better understand your problem? We assure you quick help on this matter.”  

Customer Service Script Examples for Troubleshooting

Use troubleshooting scripts when helping customers fix technical issues or product problems step by step.

General Troubleshooting

Understanding the Problem: “It seems like you’re facing issues with [Product Name]. Could you share more details about the problem so I can assist you with finding the best solution?”

Requesting More Information: “I see you’re having trouble with [Product Name]. Could you walk me through what’s happening and let me know if you’ve tried anything to resolve it so far?”

Clarifying the Issue: “It seems like the issue is [brief explanation of the problem]. Before we explore solutions, could you tell me what steps you’ve already taken to fix this?”

Starting Troubleshooting Process: “Thanks for explaining the issue, [Customer Name]. Based on what you’ve shared, it seems like [brief recap of the issue]. Let’s troubleshoot this together—can you try [suggest a simple troubleshooting step] first?”

Account management

Account Update: “Sure, [Customer Name]. What details would you like to update on your account today?”

Activation/Deactivation: “I’m happy to assist with that, [Customer Name]. According to our records, [service(s)] is currently active on your account. What services would you like to [activate/deactivate]?”

Review and Upsell: “I can help you review your account, [Customer Name]. While we’re at it, did you know we have [Product/Service Name] that could enhance your experience with [current Product/Service Name]? I’d be happy to explain how it works.”

Security: “For your security, [Customer Name], can I please confirm your details to make sure I’m speaking with the authorized account holder? Once we’ve verified that, I can assist with any updates.”

Password Update: “Let’s get that password updated for you, [Customer Name]. Once the change is made, we’ll send you a confirmation email. First, I’ll need to verify your identity. Can you please provide your account number and phone number?”

Technical Issues

• “I see you’re facing [technical issue] with [Product/Service Name]. Could you share more details so I can guide you better?”
• “Thank you for explaining, [Customer Name]. To get a clearer picture, let’s go through some common fixes. Have you tried [initial troubleshooting step]?”
• “Since [initial troubleshooting step] didn’t work, let’s move on to [next troubleshooting step] and see if that resolves the issue.”

Customer Service Script Example for Apology   

You should use the Customer Service Script Example for an Apology when a customer feels dissatisfied, has faced inconvenience, or is upset due to an error on our part—whether it’s about the product, service, or any company process.

Apology for General Issues 

• “Hi (Customer Name), we sincerely apologize for the inconvenience caused to you due to that. Let us fix the issue immediately.”   
• “Hello (Customer Name), I am sorry to hear about that. You should not have had to go through it.” 
• “Hey (Customer Name), we feel bad for the unpleasant experience you had to go through. We’re sorry and we can confirm the earliest solution to your problem.” 

Apology for Specific Issues

• “It looks like your order is either misplaced or shipped to the wrong address. We’re extremely sorry about that. We assure you that the product (Product Name) you ordered shall reach you this week itself.” 
• “I am sorry about that. You should not have received the product in that condition. We promise you to send out another product in the best possible condition. And if you’d like a refund, we can go ahead and meet your need as well.”
• “So sorry, (Customer Name). Let me fix this issue right away for you. I’m re-scheduling your order and dispatching it today itself. Let me assure you that the correct size/color will reach you shortly.”

Customer Service Scripts for Empathy Statements

Customers value empathy as much as quick responses. By using empathy statements and following call center script best practices, you can genuinely connect with them and their concerns, ensuring a positive experience.

• “Oh, sorry to hear about that. This kind of situation would upset me too.”  
• “I can completely relate to it. It’s always a bad experience when something like this happens. We’re sorry for that and we hope this is never repeated.” 
• “Your anger is justified as anyone else would feel the same way.”
• “ I completely understand how frustrating this must be for you. This should have been avoided. Let me assure you complete help on this.”
• “While we feel sorry for the situation, we want to assure you that we’re always here to help. You value a lot to us and your satisfaction is our priority.”  

Customer Service Scripts for Form Fill-up

Forms can help you know a lot about customers and their problems. So, as a customer service agent, you need to focus on soliciting more information so that the best possible experience is delivered. 

• “Hi ( Customer Name ), we appreciate your interest in our product/service. To serve you better, we request that you could you please consider filling out this short form. I won’t take much time. The response will be used to tailor our response to meet your needs.”
• “Serving you better is always our priority. To achieve the goal, we would need you to share more information. Could you please fill up this form? It won’t take more than 2 minutes.” 
• “We intend to deliver you the best experience. So, take some time out and fill this little form.”  

Call Center Agent Script for Sharing Links or Resources

You can use these scripts when you want to share any links or resources with customers. 

• “Hello (Customer Name), I understand your problem completely. To help you better, here is a link that you can click and go through the steps to fix the issue quickly and all by yourself. For more help, feel free to contact me again” 
• “Hi (Customer Name), this self-help article will best serve you. It has all the necessary steps you need to find the right help. If you think you need more help, contact me again.”
• “Hay (Customer Name), we look forward to resolving your issue faster. Could you please click on the link below and check all the steps needed by you? For further assistance, I am always here to help you.” 

Call Center Scripts Best Practices for Saying ‘No’ 

Meeting all the customer demands is not possible for any business. Sometimes you need to deny a request and say no to customers without worrying about the consequences. You can use these scripts to politely say no to customers.

• “We understand your problem. However, at this point, we’re unable to meet your request.”
• “I can relate to the issue faced by you. But our internal policy does not have any clause for this issue. We’d like to apologize for that.”
• “Sorry to say but we won’t be able to help you much on that. For anything else, you can always feel free to contact us.” 

Call Center Scripts Examples for Unhappy Customers

You can use these phrases when your customers are not happy with your product/service or anything else. 

• “I’m sorry to hear about your problem. It should not have happened that way. Let me fix this for you.” 
• “I can completely understand why you’re so upset. I can assure you such issues are not repeated ever again.” 
• “You’re a valuable customer to us and your frustration is completely valid. Anyone in your place would feel the same. I assure you the quickest resolution to the problem.” 

Customer Service Scripts Example Complete a Purchase

You should use “Complete a Purchase” scripts when a customer is ready to buy but needs assistance finalizing their order, resolving hesitations, or clarifying payment or checkout details.

• “Hey (Customer Name), it seems you have abandoned your cart for some reason. If you’re facing any issues, let us know so that we can help you complete the purchase.” 
• Hello (Customer Name), it seems you could not complete the purchase and had to leave the cart mid-way. Let me help if you face any issues.” 
• “Hey (Customer Name), we noticed you were about to complete the purchase, but you sort of stopped. Can we help you out?”

Call Center Scripts Example for Upselling & Cross-selling

Use these upselling and cross-selling scripts when you identify an opportunity to recommend a product or service that enhances the customer’s current purchase or addresses additional needs.

Upselling: “I see you’re currently using [Basic Plan/Product]. Many customers in your position find that upgrading to [Premium Plan/Product] helps them [specific benefit, e.g., save time, gain additional features]. Would you like me to walk you through how it works?”

Cross-selling: “I noticed you’ve purchased [Product A]. To enhance your experience, many customers also choose [Product B], as it complements [Product A] by [specific advantage, e.g., improving functionality]. Would you like more details on this?”

General Recommendation: “Based on your needs, I’d recommend considering [Product/Service Name]. It’s designed to [solve a specific issue or improve an aspect], and it works seamlessly with what you’re currently using. Would you like me to explain how it could benefit you?”

Customer Service Scripts for Concluding a Conversation 

Ending a conversation on a positive note is equally important. Whether you conclude a chat session or end a phone call, you need to be a bit courteous and thank the customer for the conversation. 

•  “Thank you for getting in touch with us. We look forward to helping you out more as and when you need it.”
• “It was a pleasure guiding you through this problem. If you have any other queries or help, feel free to reach out to us at any time.
• “I’m glad to have helped you today. We encourage you to contact us at any time in the future.”

Best Practices to Create Impactful Customer Service Scripts 

It takes effort and careful consideration to create impactful customer care scripts. There are some best practices as well that you can follow for the scripts and successfully address the needs of your customers.

When the scripts are crafted with care and thoughtfulness, they can help enhance the overall customer experience for your business. Let’s look at some of the best practices to create impactful scripts for customer service teams – 

1. Use Simple and Clear Language 

Customers feel frustrated when scripts are long or unclear. Such scripts fail to add the intended value to customers. Rather, your focus should be on creating scripts that are easy to understand. Using clear and concise language is key for such types of scripts. Make sure the language is simple as customers can relate more. 

2. Avoid too Much Formal or Casual Tone 

Customers don’t like agents who are either too formal or casual. While being too formal is fine up to a point, overdoing it can make you feel banal. Similarly, even a slight hint of casualness in the tone might make you come across as unprofessional. Make sure you maintain a conversational tone that is respectful and professional. 

3. Set Clear Goals and Objectives 

Your agents can’t deliver the right messages at the right time when scripts are not aligned with your business goals and objectives. Set clear goals and objectives specific to your business needs before you set out to create scripts for customer care. Align the scripts with your goals as it ensures a great customer experience in every situation. 

4. Personalize the Conversation 

Conversations feel robotic and boring when the script lacks personalization. Such scripts often lead to impersonal conversation. Consider creating scripts that offer a scope of personalization with a major emphasis on addressing customers by name and recognizing their association with the brand. Let the scripts allow agents a sense of flexibility in personalizing the solution and going a bit out of the way. This can make customers happy.

5. Keep the Scripts Updated

Customers get no value when the scripts are outdated. Cut and prune outdated information to keep the scripts updated. This can avoid needless confusion agents and customers may have to experience. Always implement your agent’s feedback and experiences, together with customer inputs, into devising customer service scripts. 

Final Thoughts 

Customer service scripts help agents provide consistent, quick, and relevant responses, enhancing the customer experience and improving communication. They ensure smoother workflows, reduce the need for extensive training, and are essential for handling various interactions, from greetings and apologies to follow-ups and upselling. By using simple, clear language and personalizing conversations, businesses can deliver exceptional service.

Sign up with REVE Chat to access ready-made scripts and top-tier customer support tools, ensuring seamless communication and customer satisfaction. Your support team can rely on these scripts to handle any situation and keep customers happy.

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