Customer Service Script Templates

Greet and set the tone

Hi customer name, thanks for reaching out to company. My name is agent name and I am here to help you today.

Confirm what they need

• Tell me a little about issue and what you were hoping to sort out.
• Do you have a reference number handy so I can pull up your details?

Set expectations

Great, I have everything I need to get started on issue. I will walk you through the next steps, and if anything is unclear just stop me and ask. My goal is to leave you feeling looked after, not rushed.

Close the intake

Before we dive in, is there anything else on your mind besides issue so I can help with all of it in one go?

Acknowledge first

I hear you, customer name, and I am sorry that issue has caused this much frustration. That is not the experience we want for you at company.

Slow it down

• You have every right to be upset, and I want to make this right.
• Let me make sure I understand exactly what happened before I fix it.

Take ownership

I am agent name, and I am going to stay with you until issue is sorted. You will not have to repeat yourself or get passed around from person to person.

Move to a fix

Here is what I can do right now, and then next step to close this out for good. Does that sound fair to you?

Confirm the account

Thanks, customer name. Let me pull up account so we are looking at the same details together.

Explain the charge clearly

• The charge of amount was applied on charge date.
• Here is exactly what it covers and why it looks the way it does.

Fix or adjust

If that amount does not look right, I can review it line by line and correct anything that was billed in error. I want you to feel confident about every number on your statement.

Leave a paper trail

I will note this on account and send a summary to your email with a reference number so you have a record. Is the email on file still the best place to reach you?

Set up the fix

customer name, we will get product working again together. I will give you one step at a time, and you tell me what you see after each one.

Walk through it

1. First, let us confirm exactly when issue shows up.
2. Next, try step and let me know what happens.
3. If that does not clear it, we move to the next option.

Check the result

• Did issue go away, or is it still there?
• If it is still there, no problem, that just tells us where to look next.

Wrap up

Once product is stable, I am agent name and I will send you these steps in writing so you can repeat them if issue ever returns.

Confirm the details

Of course, customer name. Let me look up order number so I can help with the return of item.

Explain the options

• You can send item back for a full refund, or exchange it if you prefer.
• Once we receive it, your refund of refund amount goes back to your original payment method.

Set the timeline

Returns usually process within timeframe after the item reaches us. I will send a prepaid label so this does not cost you anything extra.

Reassure and close

I have logged this against order number, so nothing will fall through the cracks. If item arrived damaged, let me know and I will make this even simpler for you. You are in good hands.

Name the moment

customer name, I want to get you the fastest fix, and for issue that means bringing in someone who specializes in exactly this.

Hand off with context

• I am agent name, and I will pass along everything we have covered so far.
• You will not have to start over or explain issue again.

Introduce the specialist

I am connecting you with specialist name, who handles cases like yours every day. I have written up a full summary and attached your reference number so they are ready the moment you connect.

Confirm and reassure

specialist name will pick this up shortly. If anything gets dropped, reply with your reference number and I will personally jump back in. Thank you for your patience while we get issue to the right person.