Customer Service Script

For Greeting Customer

Hi this is [name] from the [name of the department/company]. How

are you today?
Good morning! Welcome to Customer Service. My name is [Name].
How can I help you?

For Repeat Visitors

Welcome back [Customer Name]! What can I do to help?

Great to see you again, [Customer Name]. I hope you’re doing well.
Would you like me to show you some different products this time?
Nice to have you here again, [Customer Name]. How can I help you
this time around? Wanna check out something new?

For Complaints or Asking Additional Information from the Customer

I apologize for the misunderstanding. Let's see what we can do to fix your
order.
I’m so sorry this has happened. Let me see if I find a way to fix things.
I completely understand your frustration. I’d feel the same way. Could
you please provide your order number so that we can get this resolved?
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?
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?

For Saying No to Customers

I am sorry, but it’s not possible to fulfill your request at this time
because [provide reason]. Is it ok if I speak to my team and
reach back out when we come up with a resolution?
I’m so sorry, but we can’t actually customize [product name].
Whatever we have online or in stores is what’s available for the
time being.
It looks like we don’t have this feature at the moment. So sorry
about that. But we do have these other options that you can
look at.

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 To Transfer Requests and Putting Your Customers on Hold

I’m sorry for any inconvenience. Let me transfer you to [insert

department name] so they can assist you in resolving the problem.
Would you mind being on hold for a second while I check on this with
our administrator?
No problem. Give me a moment to check on that. One second, please.
Sorry, you seem to have connected to the wrong department. Let us
take you to the right team.

For Billing and Credit Card Information

To process the order, please give the number of your credit card, CVV
code, and expiration date.
How would you like to pay for that order? We accept all major credit
cards, debit cards, gift cards, and PayPal.

For Apologizing and Showing Empathy

Hi [Name of Customer], we sincerely apologize for the

inconvenience caused to you due to that. Let us fix the issue
immediately.
Hey [Name of Customer], 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.
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 again.

For Follow-up

Thanks for buying from us! We hope you’re having a good time with
our product.
Hi, [Customer Name], how has been your experience 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 if you ever
come across this problem, feel free to reach out to us.

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 For Thanking Your Customers

Thank you for your call. Do you have any other questions or concerns?
Great, thank you. Have a nice day.
Thanks for using the 24-hour help service, and please feel free to reach
out to us if you need anything else.

For Upselling to Other Products

There might be something else I can help you with before I let you go.
Our customers love to pair [product name] with their [purchased product
name] purchase. Would you be interested in having a look at some of our
[product name]?
Is there anything else I can do to help? As I mentioned, your order should
be coming in by the end of the week. Don’t hesitate to call back or email
us if you have any other questions or concerns.
Hey, you seem interested in one of our products. Would you like to have
a look at these options as well?

For Ending a Conversation

Thank you for getting in touch with us. We look forward to helping
you out more as and when you need it.

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