Earlier this year, I ordered a special gift for my dad’s birthday—a custom-designed T-shirt based on a sibling in-joke. Only after clicking send did I realize I’d made a huge mistake, and I immediately called the customer service line.
I expected a long wait and a free headache for my trouble, but to my surprise, the rep was immediately on my side. She carefully listened to my concerns, didn’t laugh (at least not audibly), and helped me find out where my package had landed. I felt like she was listening and maybe even cared—and that’s the power of a well-crafted customer service script.
I’ve been on both sides of this kind of conversation: as a service worker and an embarrassed customer. Here, I’ll cover the anatomy of a great customer service script and give you a few examples.
Table of contents:
What is a customer service script?
A customer service script is the protocol a call center agent follows during phone and chat interactions. It outlines the dialogue and actions a customer service agent needs to take during a call or chat, making it easier to handle each interaction quickly and efficiently while leaving room for the agent’s personal je ne sais quoi.
These scripts are intended to serve as a framework for interactions, not a hard-and-fast set of rules that must be followed at the expense of natural conversation. That said, it is still a script—think of it like a local production of Shakespeare’s “Much Ado About Missing Amazon Packages,” where the seasoned actors are invited to ad lib a few asides.
What to include in a customer service script
A good customer service script will include at least some of the following elements—I’ve used a few of these myself before, so I can vouch for them.
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Warm greeting: Start with a friendly, professional greeting. Introduce yourself by name and state the name of the company.
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Customer identification: Next, verify the customer’s identity and access their account or details.
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Active listening: Prompt the customer to fully explain their issue or why they’ve called.
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Empathy statements: Take a moment during the call to express understanding for the customer’s feelings and empathize with the problem they’re experiencing. No one wants to feel like a number.
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Solution offering: After you’ve expressed empathy, follow with an immediate and practical solution. The customer is there to have their problems resolved, after all.
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Example: “It sounds like you’re having a caching error. I’ll reset your account settings, which should resolve the issue. This should only take about two minutes, and I’ll stay on the line with you until it’s resolved.”
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Polite closing: End the conversation positively, ensuring the customer feels appreciated.
Customer service script templates
While a simple customer service script can go a long way, there’s something to be said for specialized scripts that can guide you through difficult interactions. (Ask me how I know.)
So, here are 21 examples you can use or adjust for some of the more complicated or difficult service moments—based on some of the most common types of service inquiries. I built these with the help of AI—and my five years of experience in customer service.
1. General greetings
A general greeting script is the most familiar and probably the first thing you think of when you hear “customer service script.” You may even imagine this in Flo from Progressive’s voice.
In practice, this might look like:
2. New customers
A new customer script is similar to a general greeting but specifically for first-time callers or people new to your community. Your customer service management platform will often have a feature that tells you when it’s someone’s first time calling or chatting.
A new customer script may look like this:
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“Thank you for calling [Company Name]! My name is [Name], and I’m excited to assist you today. I see this is your first time reaching out to us. Welcome to our community; we’re happy to have you! What can I do for you today?”
Which, in our hypothetical scenario, would look like this:
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“Thank you for calling the Death Star Hotline! My name is Stormtrooper TK-801, and I’m excited to assist you today. I see this is your first time reaching out to us. Welcome to our community; we’re happy to have you! What can I do for you today?”
3. Returning customers
Similar to the new customer greeting, a returning customer greeting can help folks who may frequent your support line feel at home.
The script might look something like this:
4. Late or missed deliveries
When a customer calls to find out the status of a missed delivery, tensions can run high. The caller may already be upset, so it’s important to diffuse the situation quickly and provide actionable next steps.
The script might look something like this:
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“I’m sorry to hear that—I know it’s inconvenient. Let me check the status of your order right away. Could you provide me with your order number?”
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The customer explains the issue, and the agent responds again.
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“Thanks for your patience, [Customer Name]. It appears that your delivery was delayed due to [reason, if available]. I know this is frustrating. Here are the steps we’re taking to resolve this situation:
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1. [Explain the immediate actions being taken.]
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2. [Provide a new estimated delivery time.]
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3. [Mention any compensation or discount, if applicable.]”
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Example:
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“Oh no, I’m so sorry to hear that, Mr. Saruman. I’m sure this is inconvenient. Let me check the status of your order right away. Could you provide me with your order number?”
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The customer explains the issue, and the agent responds again.
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“Thank you for your patience, Mr. Saruman. It appears that your ring delivery was delayed. I know this is frustrating. Here are the steps we’re taking to resolve this situation:
5. Incorrect orders
If a customer got the wrong order, they may be more confused than upset—but it’s still important to resolve the issue quickly.
Use a script similar to this one:
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“Oh no! I apologize for the mix-up, [Customer Name]. That must have been an unwelcome surprise. Let’s get this sorted out for you right away. Could you please share your order number and [if relevant] a brief description of what you received versus what you were expecting?”
If you’re in a position to go the extra mile, you can also offer a discount:
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“As an apology for the inconvenience, we’d like to offer you [mention any discount, refund, or store credit].”
Example:
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“Oh no, I apologize for the mix-up, Ms. Doe. That must have been an unwelcome surprise. Let’s get this sorted out for you right away. Could you please share your order number?”
6. Billing and payments
Concerns about billing are one of the most common issues that wind up in call centers—and scripts for handling billing issues and processing payments are some of the most crucial.
The script might look something like this:
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“I see what you’re describing, [Name]. The amount charged for [specific service/item] was incorrect. Let me just hop in and correct this for you and issue a refund of [amount]. You should see this adjustment reflected on your next billing statement.”
Example:
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“I see what you’re describing, Mr. Smith. The amount charged for your recent purchase of a flatscreen TV was incorrect. Let me just hop in and correct this for you and issue a refund of $125. You should see this adjustment reflected on your next billing statement.”
7. General troubleshooting
If the customer is having a general account issue, much of your responsibility as a call center agent may be to simply help troubleshoot basic website or app issues.
You might use a script like one of these, depending on what the customer shares about their issue:
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“Let’s start by making sure you’re entering the most up-to-date username and password. Are you seeing any specific error messages?”
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“Let’s try a few basic troubleshooting steps. First, clear your browser’s cache and cookies, and let me know if that makes a difference.”
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“Are you getting any specific error messages on that screen?”
8. Damaged or missing products
Similarly, customers may be upset when they call regarding damaged, missing, or incomplete orders.
A script for how to handle this type of interaction might look like:
Example:
9. Technical issues
Sometimes issues become more technical and require more advanced problem-solving tactics. While you may be able to escalate these issues to a specialist, sometimes you are the specialist.
In that case, you might start with a script like this to diagnose the issue. Of course, you’ll want to adjust it to fit your specific product or service.
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“To help me understand what’s happening, could you let me know the following:
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What device and operating system are you using?
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What version of our software/app are you running?
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Have there been any recent changes to your system or network?”
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“Let’s go through a few super basic diagnostic steps to isolate the issue. Nothing scary, I promise:
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Restart your device, then try accessing the feature again.
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Check for any available updates for our software/app and install them.
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Ensure your internet connection is stable. Try connecting to a different network if possible.
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Disable firewall or antivirus software temporarily to see if it might be interfering.”
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10. Account management
Account management issues also have their own scripts—they can cover account updates, activation and deactivation, and security issues.
The script might look similar to one of these:
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“Got it! Could you just let me know the information you’d like updated? If you provide the details, I can take care of that for you.”
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“I can assist with activating your account. Are you able to access your email to verify the activation link?”
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“I have deactivated your account as requested. If you’d ever like to reactivate it, please don’t reach back out to us. I can reactivate it anytime.”
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“Please check your email for the password reset link, and let me know once you’ve successfully changed your password.”
11. Angry customers
We’ve all been there: you pick up a call, and the customer is just straight-up angry—not at you, but it sure seems like it. A calm, cool, and collected script is a great way to make those interactions easier.
A good script for a moment like this might look like:
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“That’s unfortunate, for sure. I’m sorry about that experience, and I’ll make sure we get this resolved as quickly as possible.”
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“Thank you for your patience. Here’s what I can do to help resolve this issue: [Explain the steps you will take to resolve the issue]. Does that work for you?”
12. Sensitive issues
When a customer has a question or issue relating to sensitive information or issues, always remember to ask for their account information first and confirm confidentiality.
For example:
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“Just for security purposes, can you confirm your full name and the email address associated with your account?”
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“Before we proceed, I need to let you know that all the information shared during this call will be handled with the utmost confidentiality and only used to resolve your concern.”
13. Holds and transfers
You know that awkward moment when you can’t solve a customer’s problem and you have to transfer them?
Here’s what you say:
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“Thank you for explaining that, [Customer Name]. I think you’ll need to speak to our expert to get the right assistance. Let me just connect you with our specialist in [area of concern] to make sure you get the assistance you need. Can I place you on a brief hold while I transfer your call?”
Example:
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“Thank you for explaining that, Dr. Xavier. I think you’ll need to speak to our expert to get the right assistance. Let me just connect you with our specialist in adamantium processing to make sure you get the assistance you need. Can I place you on a brief hold while I transfer your call?”
14. Escalating issues
Sometimes you really can’t handle an issue yourself—whether that’s because it’s more technical than your expertise or because the customer simply needs to speak with a manager—and it’s time to bring in the big guns.
When you need to escalate an issue to your manager, use a script like this:
15. Apologizing to customers
When dealing with a stressful situation or customer, sometimes an apology can help a customer understand that you’re on their side. You don’t want to overdo it, but a simple apology at the right moment can help maintain customer trust and satisfaction.
A good apology might look something like this:
16. Call follow-ups
If you’re calling a customer to follow up on a previous issue, you might have a service interaction that goes the opposite way—this time, you’re asking the customer questions.
That script might look something like this:
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“Hi, this is [Your Name] from [Company Name]. I’m calling to follow up on a recent interaction you had with our support team to make sure everything is going well. Is this a good time to chat?”
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“For verification purposes, could you please confirm your full name and the email address associated with your account?”
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“Thanks so much. I’m just following up regarding the issue you reported on [date of the original interaction] about [brief description of the issue].”
Example:
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“Hi, this is Tony Stark from the Avengers. I’m calling to follow up on a recent interaction you had with our support team to make sure everything is going well. Is this a good time to chat?”
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“For verification purposes, could you please confirm your full name and the email address associated with your account?”
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“Thanks so much. I’m just following up regarding the issue you reported on July 4, 2012, about an alien invasion in New York.”
17. Unresolved issues
It’s every customer support agent’s least favorite moment: when you can’t actually solve the customer’s problem. When you have an unresolved issue, you’ll need to set a time to follow up with the customer once you have a potential solution.
Communicate this to the customer by using a script like this:
18. Successful resolution
In happier moments, like when you can resolve the customer’s issue, make sure you confirm it with the customer so everyone is on the same page.
You can use a script like this:
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“Could you please check and confirm that the issue has been fully resolved on your end? Is there anything else related to this issue that you need help with?”
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“I’m glad we could resolve this for you. If there’s anything else that you need help with, please don’t hesitate to reach out.”
19. Frustrated customers
After a long call, especially if you can’t resolve the issue, it can be hard to feel positive about the situation. But it’s still important to end calls on a positive note for the customer’s sake.
To do so, use a script like this one:
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“Again, I’m so sorry for the inconvenience. Thank you for giving us the chance to make it right. Have a good day, and we’ll be in touch soon.”
20. Product recommendations (upselling and cross-selling)
It can be tricky to pick the right moment to upsell or cross-sell without coming off as a total sleazebag (technical term), but it can be done. Plus, you can help customers get the services that actually meet their needs if what they currently have isn’t working.
Use a script like this to pull it off:
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“It looks like you’re still using [product/service]. We also offer [related product/service] that works really well with what you have. For example, [explain the benefits]. Would you like to learn more?”
In practice, that might look like:
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“It looks like you’re still using our basic Jedi package. We also offer the Sith package, which works really well for discerning Force users like yourself. For example, it includes exclusive access to Force lightning tutorials. Would you like to learn more?”
21. Feedback requests
By the end of your call with a customer, you’re tired, they’re tired. Everyone is ready to go home and crack open a cold one (diet Coke, obviously). Hopefully, you’ve reached a resolution, but maybe not. Either way, it’s important to find out how you did so that you can know how to improve future calls.
You can use a script like this to encourage feedback at the end of a call.
Use automation to build connection in customer service
You may have noticed that many of these scripts are similar or can be combined with others—and you should do just that. Repurpose, slice and dice, and edit as needed. And of course, always remember to add your own voice so you don’t sound like you’re reading a script—all the world’s a stage, and all the men and women merely checking their shipping status.
If the customer service script examples above still don’t cover your needs, there’s more where those came from. You can use Zapier Chatbots to build a chatbot that will create personalized customer service scripts at scale for any problem in any industry—including meme T-shirts that got “misplaced” during shipping. You can also build your own customer service chatbot as a first line of defense before someone needs a human.
Learn more about how to create a custom AI chatbot with Zapier Chatbots.
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