Customer Service Scripts: 20 Easy-To-Use Templates For Your Support Team

Support reps use customer service scripts in the same way that actors use scripts for movies.

Similar to the canned responses you can implement in email or live chat communications, scripts provide guidance. They structure the flow of the conversation, and they tell agents what to say and when to say it.

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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 — especially when coupled with the right customer service software.

With additional features like post-call feedback surveys and call tracking, you can gauge how call scripts sound in real-life scenarios and get the insights necessary to fine-tune your scripts and help agents sound more natural.

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.

Greetings

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.
  • 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]?
    • Follow up: OK, let's pick up where we left off during our last conversation.

    Problem-Solving

    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?
      • 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].
        • 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.
          • 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.
            • 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].

            Angry Customers

            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?
              • 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].
                • 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.

                

                45 Customer Service Scripting Templates

                45 templates to help you determine your customer service responses.

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