30 Customer Service
Phone Scripts
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Contents
1
OPENING SCRIPTS
2
GATHERING MORE INFORMATION
3
REASSURING THE CUSTOMER
4
PLACING THE CUSTOMER ON HOLD
5
TRANSFERRING THE CALL
6
ASKING TO FOLLOW UP
7
MANAGING UPSET CUSTOMERS
8
CLOSING SCRIPTS
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30 Customer Service
Phone Scripts
Improve the quality of your inbound and outbound calls with
phone scripts that will help your improve and decrease call
resolution time.
1. OPENING SCRIPTS 2. GATHERING INFORMATION
"Good morning / Good afternoon / "I can certainly help you with this.
Good evening. Thank you for calling Can I have your [details] to proceed
[name of the company]. My name is further?"
[name of the agent]. How can I help
you today/ What can I do for you "Is it ok if I confirm some of your
today?" details with you, so I can look into
this for you? so that I get to
"Welcome to [name of the resolving this issue?"
company]. I’m [name of the agent]
from customer services. May I have "I would be happy to help you find a
your first and last name, please?" solution. Is it ok if I ask you a few
more questions to understand the
"Thank you for calling [name of the problem better?"
company]. You’re talking to [name of
the agent]. How may I assist you?" "I see. Can you please help me in
understanding the problem a little
"Hi, this is [name of the agent] from better by answering a few short
[name of the company] customer questions?"
services. May I have your first and
last name?"
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30 Customer Service
Phone Scripts
3. REASSURING THE CUSTOMER 4. PLACING CUSTOMERS ON HOLD
"I’m so sorry that you’re facing this "I can help with this. Can I put your
problem. Can you tell me about it in call on hold for 2 minutes while I sort
more detail so that I can do my best this out?"
to fix it?"
"I’m sure I can find a solution. Do
"I can see how frustrating this must you mind if I put your call on hold for
be. Let’s get this fixed for you. Can 2 minutes and call the IT department
you tell me If I have understood on your behalf?"
what happened correctly (summarize
the customer's inquiry)" "May I place your call on hold for a
few minutes while I look into it?"
"What you’re facing can be so
troublesome. Can I ask you a few "Will it be ok if I put your call on
questions to sort this out?" hold to consult my superior
regarding this? It should only take a
few minutes."
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30 Customer Service
Phone Scripts
5. TRANSFERRING THE CALL 6. ASKING TO FOLLOW UP
"This problem you’re facing will be "I haven't encountered this situation
better handled by the [name of the before. Is it ok if I look into it in
department]. May I transfer your call, more detail and call you within [time
so they can resolve this issue for you span]?"
right away?"
"Thank you so much for bringing it
"This is an unusual issue you’re to our attention. This is certainly not
facing. Let me direct your call to my a regular occurrence. Would it be ok
superior who’ll certainly have a if I discuss this problem with the
solution." technical department and call you
back with a solution by (time)?"
"This looks like a technical problem.
Please stay on hold while I quickly "That's an interesting question. Do
connect you with the specialist." you mind if I consult my supervisor
and call you back within [time
"I completely understand your span]?"
problem. [name of the agent] is
better equipped to help you with a
solution. Please hold the line for just
a moment while I transfer your call
to him."
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30 Customer Service
Phone Scripts
7. MANAGING UPSET 8. CLOSING SCRIPTS
CUSTOMERS
"Is there anything else I can help
"I completely understand your with today? (Wait for a response)
disappointment. I assure you this is Thank you for calling [name of the
not a regular occurrence. Let me see company]. Have a nice afternoon."
what I can do to help."
"Thank you for calling. I’d like you to
"I can understand that you’re upset. know that as a valued customer of
If this happened to me, I would feel [company name] your feedback is
frustrated too. I’d love to help you important to us. So, kindly stay on
resolve this. Could you please give the line for a brief survey."
me a few more details?"
"I’m glad I was able to answer your
"I can understand why you’re feeling queries. If you have any other
angry. Please stay with me a few questions, please don’t hesitate to
minutes while I resolve this for you." call again, I’ll be happy to help. Have
a nice day."
"I am sorry to hear about your
experience. It’s unfortunate that "I’m glad we were able to sort that
you’ve had to face this issue. I can out. I apologize again for the
understand the inconvenience it inconvenience you faced. Please feel
must have caused you. Please give free to call again for any further
me a moment while I find a assistance. Have a great day."
solution."
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