Support reps use customer service scripts in the same way that actors use scripts for movies.
Similar to canned responses, scripts provide guidance. They structure the flow of the conversation, and they tell agents what to say and when to say it.
Customer service scripts can be extremely useful as long as there's room for reps to adapt based on the circumstances.
Learn more about how to use scripts for customer service, and check out some examples.
Table of Contents
- What are customer service scripts?
- Benefits of Customer Service Scripts
- Customer Service Script Samples
What are customer service scripts?
Customer service scripts, also referred to as call center scripts, help guide agents through customer calls from start to finish. They outline what to say, where to direct customers, and how to respond to different support scenarios.
Scripts help to streamline customer service interactions and to reduce errors in communication.
Let's explore some other benefits of using call scripts for customer service.
Benefits of Customer Service Scripts
- Consistent Customer Service Communications
- Improved Workflows and Quicker Response Times
- Easy-To-Use Training Template for New Agents
Consistent Customer Service Communications
Scripts allow all agents to follow the same guidelines for customer communications. This means that all support experiences are uniform and accurate.
Improved Workflows and Quicker Response Times
Your agents are more efficient when using a script. These talking points take the guesswork out of customer interactions which leads to faster resolutions.
Easy-To-Use Training Template for New Agents
Customer service scripts make it easier to onboard new agents. They can quickly reference the templates as they get up to speed on how different types of conversations should go.
Drawbacks of Using Customer Service Scripts
The major downside of using customer service scripts is lack of flexibility. Scripts are great, but they don't account for deviations during the conversation.
Here are some of the other drawbacks of sticking to the script:
- Agents may sound robotic or lack empathy for unique customer situations.
- Interactions are limited, so the customer experience isn't personalized.
- Reps don't feel empowered to go off-script to satisfy customer needs.
Still, customer service scripts can provide value if you use them in the right way.
Customer Service Script Samples
We've compiled 20 customer service script examples that agents can use in a variety of scenarios — from starting the conversation to diffusing an angry customer.
Take a look at the full list below.
Greeting New Customers
- Hi, this is [First Name] from [Company Name]. How can I help you today?
- Follow up: Sure, I can help you with that. I just need your [Account Details], and we can get started.
- Thank you for calling [Company Name]. My name is [First Name]. To start, can you please tell me your first and last name?
- Follow up: Great, nice to meet you [Customer Name]. What can I do for you today?
Greeting Existing or Returning Customers
- Hi [Customer Name], welcome back. This is [First Name]. What can I help you with today?
- Follow up: OK, let's get started. I have your account information pulled up. Can you please verify your order number/[Other Account Detail]?
- Thanks for reaching back out, [Customer Name]. Is this regarding [Description of Previous Issue]?
- Follow up: OK, let's pick up where we left off during our last conversation.
Troubleshooting Common Issues
- I understand that [Product] isn't working for you. Can you walk me through the issue?
- Follow up: Thank you. Before we continue, are there any steps you've already taken to try and resolve this?
- Can you please provide more details on the problems that you're having with [Product]?
- Follow up: Thanks for the additional information. I'll help you fix this as quickly as possible. First, try to [First Troubleshooting Step].
Sharing Helpful Resources
- It sounds like you're having trouble with [Issue]. The good news is that we have step by step guidance on how to resolve this issue in our knowledge base.
- Follow up: To navigate to our knowledge base, type [URL] into your browser. Then, [Follow These Steps] to find [Resource].
- If you'd like to troubleshoot this issue on your own, I can walk you through the instructions and follow up with additional resources over email.
- Follow up: Sounds like a plan. Can you please confirm the email address we have on file?
Holds and Transfers
Putting a Customer on Hold
- I'm sorry you're dealing with [Issue]. Can I please put you on a brief hold while I pull up your account details?
- Follow up: Thank you for holding. I was able to access your account. I see [Issue] in our system, and I have a few steps we can try to fix it.
- Thanks for providing additional context. I don't have the answer, but I can check with [Team Member]. Would you mind if I put you on hold for a moment?
- Follow up: Thanks for your patience. I confirmed [Requested Information]. Is there anything else I can help you with today?
Transferring a Customer to Another Agent
- Thanks for the explanation. Based on your issue, [First Name] on my team is better equipped to help you fix [Issue].
- Follow up: It was great speaking with you. I'll go ahead and transfer you to [First Name] to get this resolved.
- I apologize for any inconvenience this may have caused. Let me transfer you to [Department], so they can resolve this for you.
- Follow up: [Explain Transfer Details] — e.g., You'll be placed on a brief hold, and then you'll be connected with [First Name] from [Department].
Apologizing for a Mistake
- I'm sorry you're dealing with this issue. This is on us, and I'll try my best to get this resolved as quickly as possible.
- Follow up: Can you please confirm [Account Details], so I can take a look on my end?
- I apologize for any inconvenience this may have caused. At [Company], we take these matters very seriously.
- Follow up: Here's what we can do for you: [Solution, Incentive, etc.]
Diffusing the Situation
- I understand your frustration. Let's review exactly what happened so I can find the best solution for you.
- Follow up: It sounds like your issue is [Recap of Issue]. Here's how I'm going to solve that for you: [List of Specific Next Steps].
- Thank you for the feedback. I hear that you're upset, and I want to make things right.
- Follow up: For starters, let's fix the problem. Then, I'd like to talk about what else we can offer you to show our appreciation.
Following Up on Unresolved Issues
- I'm very sorry that we weren't able to solve your problem today. We'll give you a call back within [Timeframe] to provide a status update on [Issue]. Is there anything else I can help you with today?
- Follow up: Thanks again for your time, and enjoy the rest of your day.
- We appreciate your patience as we work to resolve [Issue]. For status updates, you can [Steps to View Status] — e.g., log in to your account and click the 'Support Tickets' tab to view the progress. Can I assist you with anything else today?
- Follow up: Thank you for reaching out to [Company]. Have a great day.
Ending a Successful Conversation
- I'm so glad we were able to resolve your issue. If there's anything else we can do to help, we're here [Days/Hours]. Enjoy the rest of your day.
- Thanks so much for reaching out to us today. It was great speaking with you. Please don't hesitate to contact us if you need additional assistance. Have a great day.
The Bottom Line
Customer service scripts are helpful tools that support teams can use to streamline customer interactions. Just remember to give your agents the freedom to meet customers where they are — and in the moment.